Service Manager - Managed Services

About the role

Accelera Digital Group is looking for a Service Manager (Service Management Lead) for its Managed Services business in Nairobi. You will define, deploy and maintain a scalable, commercially agile service delivery framework covering Products, Customer services and Internal services, taking ownership once a service moves into Pre-Production, Hypercare or BAU.

Key responsibilities

• Service delivery and operations: ensure system uptime and meet SLA and XLA targets; standardise ITIL processes (Incident, Change, Problem, Request Management); oversee patch management, upgrades and Continuous Service Improvement; implement automation, AI-Ops and reporting dashboards
• Service strategy: define the service catalog and SLA/XLA frameworks, oversee onboarding and transition plans, control change approvals, and maintain Cost of Service reporting
• Commercial management: define fixed fee, retainer/T&M and penalty models, manage annuity invoicing and penalties, own the OpEx budget and grow annuity revenue
• Partner and service provider management: manage OEMs, technology partners and external providers, coordinate L1/L2/L3 support and set escalation paths
• Leadership: build and mentor the service team, set KPIs and act as liaison with Sales, Engineering and Product teams
• Governance, risk and compliance: run a service risk register, ensure compliance with standards such as ISO 27001 and data privacy laws, and enforce configuration and security baselines

Required profile

• Degree in Business, Engineering or Technology from a top-tier global institution
• PMP, Prince2 or equivalent professional certification highly preferred
• Experience in complex technology global transformation programmes and cloud solution implementation

Required skills

• Service Delivery Management (ITIL)
• People change management
• Agile project management methodology
• Systems analysis and design