Senior Manager, IT Service Management & Operations Support
2025-07-04T10:33:48+00:00
World Vision Kenya
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https://www.wvi.org/kenya
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Nonprofit, and NGO
Computer & IT
2025-05-17T17:00:00+00:00
Kenya
8
JOB PURPOSE:
The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment. This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence. Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction. By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike.
KEY RESPONSIBILITIES:
- Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team.
- Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction.
- Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks.
- Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams.
- Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts.
- Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff.
- Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning.
- Lead service governance and manage escalations to ensure timely resolution of critical service issues.
- Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements.
- Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments.
- Deep knowledge of ITIL and practical experience implementing service management frameworks at scale.
- Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights.
- Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams.
- Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings.
- Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency.
- Effective communication and stakeholder engagement skills across technical and non-technical audiences.
- Security-first mindset and awareness of compliance requirements in global IT operations.
KEY RESPONSIBILITIES: Provide support, guidance, and collaboration to field office IT staff across all regions to ensure consistent service delivery and alignment with global standards. Manage and maintain cloud-based databases (e.g., Azure SQL, Amazon RDS, PostgreSQL, MySQL) across production and non-production environments. Implement and monitor backup, high availability, and disaster recovery strategies. Optimize database performance through indexing, tuning, and automation. Ensure database security and compliance with organizational and regulatory requirements. Collaborate with developers, architects, and infrastructure teams to support application performance and scalability. Implement Infrastructure as Code (IaC) practices for consistent and automated database deployments. Conduct proactive monitoring and capacity planning using ITOM tools. Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE: Bachelor’s degree in programming/systems, computer science, information systems, or mathematics, specialized training, certification or equivalent work experience. Has a broad level of understanding surrounding information systems and application and/or web standards. Preference will be given to candidates with experience in Terraform and Azure DevOps. Familiarity with GitHub Actions, Ansible, or scripting tools such as PowerShell or Python is highly desirable. Security-first mindset is essential in all aspects of cloud infrastructure and operations. Strong understanding of IT Operations Management (ITOM) and database observability. Experience with public cloud platforms (Azure, AWS) and cloud-native database services. Problem-solving skills with a value-driven mindset, focusing on service optimization and reliability. Customer-centric approach—understanding how database performance impacts end-user experience and business outcomes. Strong scripting and automation skills (e.g., PowerShell, Terraform, Python) for DevOps integration.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE: Bachelor’s degree in programming/systems, computer science, information systems, or mathematics, specialized training, certification or equivalent work experience. Has a broad level of understanding surrounding information systems and application and/or web standards. Preference will be given to candidates with experience in Terraform and Azure DevOps. Familiarity with GitHub Actions, Ansible, or scripting tools such as PowerShell or Python is highly desirable. Security-first mindset is essential in all aspects of cloud infrastructure and operations. Strong understanding of IT Operations Management (ITOM) and database observability. Experience with public cloud platforms (Azure, AWS) and cloud-native database services. Problem-solving skills with a value-driven mindset, focusing on service optimization and reliability. Customer-centric approach—understanding how database performance impacts end-user experience and business outcomes. Strong scripting and automation skills (e.g., PowerShell, Terraform, Python) for DevOps integration.
No Requirements
JOB-6867ae0c82f7b
Vacancy title:
Senior Manager, IT Service Management & Operations Support
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Computer & IT]
Jobs at:
World Vision Kenya
Deadline of this Job:
Saturday, May 17 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Friday, July 4 2025, Base Salary: Not Disclosed
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JOB DETAILS:
JOB PURPOSE:
The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment. This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence. Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction. By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike.
KEY RESPONSIBILITIES:
- Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team.
- Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction.
- Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks.
- Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams.
- Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts.
- Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff.
- Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning.
- Lead service governance and manage escalations to ensure timely resolution of critical service issues.
- Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements.
- Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments.
- Deep knowledge of ITIL and practical experience implementing service management frameworks at scale.
- Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights.
- Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams.
- Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings.
- Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency.
- Effective communication and stakeholder engagement skills across technical and non-technical audiences.
- Security-first mindset and awareness of compliance requirements in global IT operations.
Work Hours: 8
Experience: No Requirements
Level of Education: bachelor degree
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