MSD Service Management Senior Manager 

Kenya, Nairobi County, Nairobi 

776143505

Job Description

Primary activities/responsibilities

• Champions the IT transformation and alignment towards a new IT operating model.

• Promote and market offerings from the GEUS Product Catalog and wider IT to current and potential customers through various activities, such as product road shows, contributing to customer awareness and productivity.

• Operates and implements all IT infrastructure in scope. Functions as an IT professional responsible for providing comprehensive IT end-user computing support and service delivery, across multiple locations. Accountable for technical support, incident and service request management, project management, and service delivery to ensure high-quality IT services and customer satisfaction with leading the team staff and partner resource.

• Implements a sustainable service model for all Infrastructure deployed, consisting of end user IT devices as well as back-office infrastructure locally implemented.

• Manage IT assets, oversee vendor relationships, and support business initiatives. This role is responsible for designing, delivering, managing, and improving all discrete activities, processes, and vendor services that support the delivery of IT services to the business, ensuring compliance with quality and regulatory requirements.

• Manages and forecasts budget regarding the operating expenses of IT infrastructure.

• Manages large service contracts with external partners for continued service improvement.

• Manages and develops staff in multiple cities with the emphasis on coaching and mentoring.

• Partner with Global Workplace Enterprise Services (GWES) in support of their network optimization activities - opening, closing and consolidation of offices and facilities.

• Create a culture of innovation and while focusing on Operational Excellence.

Education level:

• Education: MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience

Experience/Technical Skills:

• At least 15 years of relevant experience, with 8+ years as a leader in an Enterprise IT role

• English/Chinese fluency expected, with excellent written and verbal communications skills

• Excellent negotiation and presentation skills in both English/Chinese

• Strong understanding of the IT service and product catalogue and the roles & responsibilities attributed to IT departments wherein company operates with a strong user-centric approach

• Strong understanding and practical experience in client troubleshooting and driving resolution with working with across various IT domains, including network, IAM (Identity and Access Management), applications, security, and service hosting areas.

• Good knowledge of Agile principles and use in an Agile operation environment

• Demonstrates strategic thinking and creative problem solving in response to position IT as a key business partner for supporting the business

• Ability to work independently as self-directed, self-starting, and a strategy-to-execution leader

• Ability to develop human resources by analyzing gaps and capabilities, leadership potential, and providing objective, factual and timely feedback and coaching

• Sound knowledge with experience in operating and leading effectively in a matrix environment

• Acts as a leader to ensure accountability towards the business whilst providing holistic products and services

• Understand characteristics of the current IT environment, with a keen interest in identifying opportunities for improvement

• Solid experience with CAPEX / OPEX planning and budget monitoring

• Understanding of industry best practices and the ability to drive implementation of the best practices across infrastructure environment.

Current Contingent Workers apply

Not Applicable

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