Senior Manager – Service Operations

About the role

The Senior Manager – Service Operations leads end‑to‑end technology operations for M‑Pesa Africa across multiple markets. You will ensure services are reliable, secure, cost‑effective and aligned with business growth and customer experience goals.

Key responsibilities

• Govern 24x7 technology operations, including monitoring, Service Desk, Level 1/2 support, major incident response and production support.
• Define and enforce support models, service levels, escalation paths, runbooks and resilience controls for critical platforms.
• Drive continuous improvement of ITIL‑aligned service management processes and embed Agile ways of working.
• Lead automation, AIOps and observability initiatives to transform operational efficiency.
• Oversee vendor, financial and operational governance across all operating markets.
• Maintain regulatory alignment, audit readiness, risk management and measurable performance reporting.

Required profile

• Proven leadership experience in large‑scale technology operations.
• Hands‑on experience managing 24x7 service delivery and incident management.
• Strong background in ITIL process implementation and continuous improvement.
• Demonstrated ability to work with Agile methodologies and cross‑functional stakeholders.
• Experience with regulatory compliance, audit preparation and risk management.

Required skills

• ITIL
• Agile
• AIOps
• Observability
• Automation