M-Pesa Africa: Senior Manager - Service Operations

The Senior Manager-Service Operations is accountable for end-to-end Technology Operations across M-PESA Africa markets, ensuring reliable, resilient, secure and cost-effective services that support business growth, customer experience and operational excellence. The role provides leadership across Technical Operations, Service Management, Office IT Operations (OIT), Enterprise Application Support, Observability, Automation, Vendor Management, Financial Management and Operational Governance. The role governs 24x7 operations, including monitoring, Service Desk, Level 1 and Level 2 support, major incident response, production support and enterprise operational services. It ensures critical platforms operate through clear support models, defined accountabilities, service levels, escalation paths, runbooks, resilience controls and operational readiness standards. The role is accountable for the effectiveness and continual improvement of all ITIL-aligned service management processes while embedding Agile ways of working, strong stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management across operating markets. The role drives the transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high-performing and highly engaged operations team.