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IT Service Delivery Manager

1 month ago

Nairobi, Nairobi Area, Kenya SportPesa Full time

SportPesa, a leading sports betting website in Kenya, is seeking a strategic IT Service Delivery Manager to lead its IT service delivery teams.

The IT Service Delivery Manager will be responsible for overseeing the delivery of IT services to support the business goals of SportPesa. This role will play a critical part in ensuring that the company's IT services are aligned with its business objectives and that they are delivered with the highest level of quality.

**Key Responsibilities:**

* **Service Delivery Metrics**: Monitor, analyze, and report on service delivery metrics and overall performance.
* **Change Management**: Coordinate planned changes in liaison with relevant departments, including customer service and operations.
* **Relationship Management**: Maintain relationships with technical teams, IT, and business partners, and communicate on major service outages/escalations.
* **Team Management**: Manage service delivery teams and individual objectives, performance, and development.
* **Service Level Management**: Develop and operate a broad set of service level management tools.
* **Incident Management**: Demonstrate knowledge of and ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to.
* **Process Improvement**: Implement continual service improvement initiatives that lead to a more stable and reliable IT platform.
* **Reporting**: Prepare weekly and monthly reports on service delivery performance.

**Qualifications:**

* **Degree in IT/Computer Science**: Required
* **Advanced ITIL qualifications**: Required
* **ITIL Expertise**: Required
* **Experience in ITIL Service Delivery**: At least 5 years
* **Experience in Continual Service Improvement Processes (CSIP)**: Required
* **Experience in Change Management**: Required
* **Excellent Knowledge of IT Systems and Tools**: Required
* **Excellent People Management Skills**: Required
* **Client Focused**: Required
* **Excellent Managerial Skills**: Required
* **Process Driven**: Required

SportPesa is a leading sports betting website in Kenya, owned and operated by Pevans East Africa Limited. The company is licensed by the Betting Control and Licensing Board of Kenya under the Betting, Lotteries, and Gaming Act.