IT Service Delivery Lead

About the role

East African Breweries PLC (EABL), a public listed company operating breweries, distilleries and distribution across Kenya, Uganda and Tanzania, is hiring an IT Service Delivery Lead for the Kenya market. The role ensures that the technology environment supporting employees and business operations remains reliable, secure, compliant and fit for purpose, covering IT services, end-user technology, infrastructure, service partners and service improvement.

Key responsibilities

• Own day-to-day governance of IT service delivery in Kenya, monitor service performance against SLAs, lead incident response and drive continuous service improvement
• Act as the primary Enterprise Services contact for Kenyan business stakeholders, lead service reviews and manage third-party suppliers and their escalation paths
• Oversight of infrastructure health, availability and lifecycle, including network, connectivity, change governance and infrastructure refresh
• Manage workplace technology: joiner/mover/leaver, device allocation, replacement, break/fix, stock and lifecycle, and champion collaboration and productivity tools
• Promote digital workplace, analytics and AI platforms, including Microsoft 365, SharePoint Online, Teams, Power Platform and Power BI, and support data governance and self-service reporting
• Champion information security, controls and compliance, escalate risks and promote security awareness
• Plan, approve and track technology spend, forecast opportunities and risks, and justify investments
• Lead outsourced support teams, set performance standards and build technical capability

Required profile

• Bachelor's degree in information technology, computer science, business information systems or a related discipline
• 7+ years managing IT services in a complex corporate or multi-site environment
• Experience managing outsourced support services, vendors and technology partners
• Strong stakeholder management, communication, problem-solving and leadership capability

Required skills

• ITIL or equivalent experience; strong knowledge of IT service management
• Microsoft 365, SharePoint Online, Teams, OneDrive and Power Platform (Power Automate, Power Apps)
• Data analytics and visualization, especially Power BI
• Enterprise data governance, cybersecurity and generative AI tools such as Microsoft Copilot