IT SERVICE DELIVERY MANAGER AT INKOMOKO

IT SERVICE DELIVERY MANAGER AT INKOMOKO

SEO Title: IT Service Delivery Manager at Inkomoko – Nairobi | Apply by September 22, 2026

Meta Description: Inkomoko is hiring an IT Service Delivery Manager in Nairobi. The role requires 6–8 years of IT service management experience and ITIL 4 Foundation certification. Apply by September 22, 2026.

SEO Slug: it-service-delivery-manager-inkomoko

JOB DETAILS

Job Detail| Information

Job Title| IT Service Delivery Manager

Company| Inkomoko

Location| Nairobi, Kenya

Job Type| Full Time

Qualification| Bachelor's Degree, Professional Certification

Experience| 6–8+ years

Job Field| ICT / Computer

Salary| Competitive salary; goal-based bonus may apply

Posted Date| September 15, 2026

Deadline| September 22, 2026

JOB OVERVIEW

Inkomoko is seeking an experienced IT Service Delivery Manager to lead the delivery and continuous improvement of IT services across its operations.

The successful candidate will ensure that technology services are reliable, responsive, consistent, secure and aligned with the needs of employees and country operations. The role will oversee the Service Desk, coordinate IT operations across multiple locations and work closely with Infrastructure, Information Security, Software Engineering, Product, Project Management and country leadership teams.

The position also focuses on improving IT service delivery through effective service-management processes, performance measurement, standardization, automation and user-focused improvements.

ABOUT INKOMOKO

Inkomoko is a social enterprise whose vision is of an Africa with thriving communities where young people and refugees are engaged, communities have access to relevant innovations for self-determination, and African solutions contribute to solving African problems.

Founded in 2012, Inkomoko has provided business advisory and access-to-finance support to thousands of entrepreneurs across its operating regions.

KEY RESPONSIBILITIES

IT Service Delivery

- Lead effective delivery of IT services across Inkomoko.

- Ensure IT services meet agreed service levels and business requirements.

- Establish consistent service delivery standards across countries and locations.

- Monitor IT service performance, operational risks and issues.

- Develop and maintain the IT service catalogue.

- Ensure users understand available services and support channels.

- Coordinate dependencies between Service Delivery, Infrastructure, Information Security and Software Engineering.

- Ensure service delivery processes align with information security requirements.

Service Desk and User Support

- Manage and develop the Service Desk function.

- Ensure timely resolution of incidents and service requests.

- Monitor ticket volumes, response times, resolution times and backlogs.

- Improve first-contact resolution and overall user experience.

- Ensure tickets are appropriately categorized, prioritized and escalated.

- Establish knowledge-management and self-service capabilities.

- Identify recurring user issues and initiate corrective actions.

Country IT Operations

- Provide functional coordination and performance oversight to Country IT Operations teams.

- Maintain consistent IT support standards across geographically dispersed locations.

- Coordinate country-level technology priorities and operational issues.

- Monitor country IT service performance.

- Drive standardization of IT support processes, equipment and operating practices.

- Ensure appropriate IT support coverage across locations.

- Consolidate country-level service issues, risks and performance for management reporting.

- Support Country IT Operations teams in engaging effectively with country leadership and operations managers.

Incident and Problem Management

- Establish and maintain effective incident and problem-management processes.

- Coordinate responses to major incidents and significant service disruptions.

- Ensure appropriate communication with stakeholders during major incidents.

- Coordinate resolution with infrastructure, security, software engineering and other relevant teams.

- Ensure root-cause analysis is completed for significant and recurring incidents.

- Maintain a problem register and track corrective and preventive actions.

- Identify opportunities to eliminate recurring incidents and improve service reliability.

Service Performance and SLA Management

- Define, monitor and report IT service KPIs and SLAs.

- Prepare regular service-performance reports for the Head of IT Infrastructure & Information Security and other stakeholders.

- Monitor service-performance trends and identify areas of degradation.

- Drive corrective action when SLAs or service standards are not achieved.

- Track performance across countries and identify systemic issues.

- Monitor user satisfaction and use feedback to improve IT services.

- Support budget planning and cost-efficiency monitoring for Service Desk staffing and tools.

Change and Release Management

- Coordinate operational readiness for technology changes and releases.

- Participate in the Change Advisory Board (CAB).

- Assess operational impact and support requirements for proposed changes.

- Ensure communication, testing, support and rollback plans are established.

- Monitor the effect of changes on IT services.

- Review failed or disruptive changes and coordinate corrective actions.

- Coordinate service readiness when major technology projects transition into operations.

Service Improvement and Standardization

- Establish a continuous service-improvement programme.

- Identify opportunities to automate, simplify and standardize IT services.

- Reduce repetitive manual support activities.

- Reduce recurring incidents through process and technology improvements.

- Improve IT workflows and knowledge management.

- Identify opportunities for self-service and automation.

- Promote consistent IT service practices across countries.

- Track and report the benefits of service-improvement initiatives.

Vendor and Service Provider Management

- Monitor IT service providers against agreed SLAs.

- Coordinate vendor responses to incidents and service issues.

- Track vendor performance, recurring issues and escalations.

- Participate in service reviews with key technology vendors.

- Escalate significant vendor performance issues to the Head of IT Infrastructure & Information Security.

- Provide service-performance information to support procurement and contract reviews.

IT Service Governance and Reporting

- Maintain effective IT service-management processes and documentation.

- Participate in relevant digital transformation governance forums.

- Provide accurate and timely service-performance reports.

- Maintain records of service risks, issues and improvement actions.

- Support IT service-delivery audits and compliance activities.

- Ensure operational procedures are documented, maintained and followed.

QUALIFICATIONS AND REQUIREMENTS

Applicants should have:

- A Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Technology or a related field.

- ITIL 4 Foundation certification – required.

- Relevant certifications in service management, project management or technology operations are an advantage.

PROFESSIONAL EXPERIENCE

- 6–8+ years of experience in IT service management, IT operations or technology service delivery.

- At least 3 years in a service-management or technology leadership position.

- Experience managing IT services across multiple locations or geographically distributed operations.

- Experience managing Service Desk and IT support functions.

- Strong experience in incident, problem, request and change management.

- Experience defining and managing IT SLAs and service KPIs.

- Experience coordinating infrastructure, application, security and business teams.

- Experience managing IT service providers and vendors.

- Experience implementing service improvements and standardization.

- Experience working in a multi-country or distributed organization is an advantage.

KEY SKILLS

Relevant skills include:

- IT service management

- IT operations

- Service Desk management

- ITIL practices

- Incident management

- Problem management

- Change and release management

- SLA management

- KPI monitoring and reporting

- IT governance

- Vendor management

- Service improvement

- Process standardization

- IT automation

- Stakeholder management

- User support

- Leadership and team coordination

- Performance management

- Cross-functional collaboration

IDEAL CANDIDATE

The ideal candidate should be an experienced IT service-management professional who can coordinate technology services across multiple locations while maintaining consistent service standards.

The candidate should be comfortable managing Service Desk operations, monitoring SLAs and KPIs, coordinating major incidents, working with technology teams and vendors, and identifying opportunities to improve IT service reliability and user experience.

Strong communication, organizational ability and experience working across geographically distributed teams will be important in this role.

SALARY AND BENEFITS

The vacancy does not provide a specific salary figure but states that the position offers a competitive salary, with potential for a goal-based bonus.

Other benefits listed include:

- Investment in employee learning and professional growth.

- Diverse colleagues and equity and inclusion initiatives.

- Regional collaboration with experienced and committed teams.

- Opportunity to contribute to Inkomoko's social-impact work.

- Health insurance.

- Staff savings benefits.

- Parental leave.

- Sabbatical leave.

- Additional employee benefits.

HOW TO PREPARE YOUR CV

Applicants should tailor their CV to demonstrate their IT service-management experience.

Highlight:

- IT service management experience.

- Service Desk leadership.

- ITIL 4 certification.

- Incident and problem management.

- Change and release management.

- SLA and KPI management.

- Multi-country or distributed IT operations.

- Vendor and service-provider management.

- Infrastructure, applications and security coordination.

- Service improvement and automation projects.

- IT governance and reporting.

- Leadership experience.

Where possible, use achievement-focused statements that show improvements in service availability, ticket resolution, SLA performance, user satisfaction, operational efficiency or cost management.

APPLICATION DETAILS

Interested and qualified candidates should apply through Inkomoko's recruitment platform on Workable.

Application Deadline: September 22, 2026.

Applicants should submit their applications before the stated deadline and ensure that their CV accurately reflects the required IT service-management experience and ITIL certification.

JOB SUMMARY

Category| Details

Position| IT Service Delivery Manager

Company| Inkomoko

Location| Nairobi, Kenya

Job Type| Full Time

Qualification| Bachelor's Degree + ITIL 4 Foundation

Experience| 6–8+ years

Leadership Experience| At least 3 years

Job Field| ICT / Computer

Salary| Competitive; goal-based bonus may apply

Posted Date| September 15, 2026

Deadline| September 22, 2026

Application| Inkomoko recruitment platform

FREQUENTLY ASKED QUESTIONS

1. What position is Inkomoko hiring for?

Inkomoko is hiring an IT Service Delivery Manager.

2. Where is the position based?

The vacancy lists Nairobi, Kenya.

3. How much experience is required?

Applicants should have 6–8+ years of experience in IT service management, IT operations or technology service delivery, including at least three years in a service-management or technology leadership role.

4. Is ITIL certification required?

Yes. ITIL 4 Foundation certification is required for the position.

5. Is Service Desk management experience required?

Yes. The role includes managing and developing the Service Desk function and improving incident and service-request resolution.

6. Does the role involve working across multiple countries?

Yes. Experience managing IT services across multiple locations or geographically distributed operations is required, while multi-country experience is listed as an advantage.

7. What areas of IT does the role cover?

The position covers IT service delivery, Service Desk operations, incident and problem management, SLAs, change management, service improvement, vendor management, governance and reporting.

8. What salary does Inkomoko offer?

The vacancy states that the position offers a competitive salary and potential goal-based bonus but does not provide a specific amount.

9. What benefits are listed?

Benefits include health insurance, staff savings, parental leave, sabbatical leave, professional development and other employee benefits.

10. What is the application deadline?

The deadline is September 22, 2026.

11. How do I apply?

Interested candidates should apply through Inkomoko's recruitment platform on Workable.

IMPORTANT JOB SEEKER NOTICE

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Use the employer's stated recruitment platform and verify recruitment communications before sharing personal or financial information.

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