IT Service Delivery Lead

About the role

East African Breweries PLC (EABL), part of Diageo, is looking for an IT Service Delivery Lead in Nairobi. The role ensures that the technology environment supporting employees and business operations stays 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 the Kenya market, monitor service performance against SLAs and lead market response during major outages
• Act as the main Enterprise Services contact for Kenyan business stakeholders, run regular service reviews and manage third-party suppliers and their escalation paths
• Oversee the health, availability and lifecycle of infrastructure, network and connectivity, and ensure changes follow proper change governance
• Manage workplace technology: joiner/mover/leaver requirements, device allocation, replacement, break/fix and stock, 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
• Drive cyber security compliance, escalate technology risks and promote security awareness
• Plan and track technology spend, forecast costs, justify investments and find cost-saving opportunities
• Lead outsourced support teams, set performance standards and build their 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 skills

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, data quality, information lifecycle management and data security
• Awareness of Generative AI tools such as Microsoft Copilot