IT Service Delivery Manager

Inkomoko is a high-growth, mission-driven social enterprise dedicated to supporting businesses and entrepreneurs.

This critical role at Inkomoko focuses on guaranteeing the reliability, responsiveness, consistency, and security of IT services, ensuring they meet the needs of various teams and country operations. The manager will be responsible for leading the daily service management function, supervising the Service Desk, and coordinating IT operations across multiple countries and sites. Collaboration with Infrastructure, Information Security, Software Engineering, Product, Project Management, and country leadership is essential to deliver an effective and consistent user experience. The position also involves driving continuous improvement in IT services through robust service management processes, performance measurement, standardization, automation, and user-focused enhancements.

1. Lead the effective delivery of IT services across Inkomoko, ensuring they meet agreed service levels and business requirements.
2. Define and maintain consistent service delivery standards and practices across all countries and locations.
3. Manage and develop the Service Desk function, ensuring timely and effective resolution of incidents and service requests.
4. Monitor ticket volumes, response times, and resolution times, working to improve first-contact resolution and overall user experience.
5. Provide functional coordination and performance oversight to Country IT Operations, ensuring consistent support standards across all sites.
6. Establish and maintain effective incident and problem management processes, coordinating responses to major incidents and ensuring root-cause analysis.
7. Define, monitor, and report on IT service KPIs and SLAs, producing regular performance reports and driving corrective actions.
8. Coordinate operational readiness for technology changes and releases, participating in the Change Advisory Board (CAB) and assessing operational impact.
9. Establish a continuous service improvement agenda, identifying opportunities to automate, simplify, and standardize IT services.
10. Monitor the performance of IT service providers against agreed SLAs and coordinate vendor resolution of incidents.
11. Maintain effective IT service management processes and documentation, participating in governance forums and providing accurate reporting.

1. Hold a Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related field.
2. Possess ITIL 4 foundation certification.
3. Have 6–8+ years of experience in IT service management, IT operations, or technology service delivery.
4. Include at least 3 years of experience in a service management or technology leadership role.
5. Demonstrate experience managing IT services across multiple locations or geographically distributed operations.
6. Have experience managing Service Desk and IT support functions.
7. Possess strong experience with incident, problem, request, and change management.
8. Be experienced in defining and managing IT SLAs and service KPIs.
9. Have experience coordinating infrastructure, application, security, and business teams.
10. Be experienced in managing IT service providers and vendors.
11. Demonstrate experience implementing service improvements and standardization.
12. Experience working in a multi-country or distributed organizational environment is an advantage.