IT Service Delivery Manager

<p><strong>ABOUT INKOMOKO&nbsp;</strong></p><p>Inkomoko supports entrepreneurs to grow their businesses in order to improve livelihoods, create jobs, and help communities thrive.&nbsp;</p><p>In 2026, Inkomoko was listed by the Financial Times as the 5th fastest-growing company in Africa, supporting entrepreneurs across East and Central Africa to grow thriving businesses and build inclusive, resilient economies.&nbsp;</p><p>Founded in 2012, Inkomoko has worked with more than 100,000 entrepreneurs, including thousands of refugee entrepreneurs. Inkomoko provides a combination of training, consulting, access to finance, and market-level systems change.&nbsp; We are the largest investor to refugee entrepreneurs in Africa.&nbsp;&nbsp;</p><p>Inkomoko has 1000+ staff in 50 offices across Chad, Ethiopia, Kenya, Rwanda, and South Sudan. Through Inkomoko’s 2030 strategic plan, we are adding 3 additional countries to serve more than 550,000 entrepreneurs and growing our $30M loan fund to impact 7M lives.&nbsp;</p><p><strong>INKOMOKO VALUES</strong></p><p>All staff at Inkomoko are connected to a shared set of organizational values:</p><ul><li><strong>Purpose:</strong> be solutions-oriented and produce high-quality work and be a global leader.</li><li><strong>Achievement:</strong> push yourself to reach beyond what you think is possible.&nbsp;</li><li><strong>Improvement:</strong> be humble and committed to continuous learning and growing through giving and receiving open and accurate feedback.</li><li><strong>Bravery:</strong> willing to take risks, create a safe space for others, be compassionate, inclusive.</li><li><strong>Tuko Pamoja (“We are together”):&nbsp;</strong>appreciate your colleagues, celebrate success, and support each other in hard times.</li></ul><p><strong>THE OPPORTUNITY &amp; RESPONSIBILITIES</strong></p><p>The IT Service Delivery Manager will be responsible for ensuring that Inkomoko's IT services are reliable, responsive, consistent, secure and aligned with the needs of our teams and country operations.</p><p>The role will lead the day-to-day service management function, oversee the Service Desk and coordinate IT operations across countries and sites. The position will work closely with Infrastructure, Information Security, Software Engineering, Product, Project Management and country leadership to ensure that technology services translate into an effective and consistent experience for users.</p><p>The role will also drive continuous improvement of IT services through effective service management processes, performance measurement, standardization, automation and user-focused improvements.</p><p><strong>Key Responsibilities</strong></p><p><strong>1. IT Service Delivery</strong></p><ul><li>Lead the effective delivery of IT services across Inkomoko.</li><li>Ensure IT services meet agreed service levels, performance standards and business requirements.</li><li>Define consistent service delivery standards and practices across countries and locations&nbsp;</li><li>Maintain visibility of IT service performance, risks and operational issues.</li><li>Develop and maintain the IT service catalogue in collaboration with relevant technology owners.</li><li>Ensure users understand available IT services and appropriate support channels.</li><li>Coordinate dependencies between Service Delivery, Infrastructure, Information Security and Software Engineering.</li><li>Ensure service delivery processes align with Information Security policies and requirements.</li></ul><p><strong>2. Service Desk &amp; User Support</strong></p><ul><li>Manage and develop the Service Desk function.</li><li>Ensure timely and effective resolution of incidents and service requests.</li><li>Monitor ticket volumes, response times, resolution times and backlog.</li><li>Improve first-contact resolution and overall user experience.</li><li>Ensure appropriate categorization, prioritization and escalation of tickets.</li><li>Establish and maintain knowledge management and self-service capabilities.</li><li>Identify recurring user issues and initiate appropriate corrective actions.</li></ul><p><strong>3. Country IT Operations</strong></p><ul><li>Provide functional coordination and performance oversight to the Country IT Ops.</li><li>Ensure consistent IT support standards across all countries and geographically dispersed sites.</li><li>Coordinate country-level technology priorities and operational issues.</li><li>Monitor country IT service performance and identify areas requiring improvement.</li><li>Drive standardization of IT support processes, equipment and operating practices.</li><li>Ensure appropriate coverage and support arrangements across locations.</li><li>Consolidate country-level service issues, risks and performance for management reporting.</li><li>Support Country IT Ops in effectively engaging with Country MDs/CDs and Operations Managers.</li></ul><p><strong>4. Incident &amp; Problem Management</strong></p><ul><li>Establish and maintain effective incident and problem-management processes.</li><li>Coordinate response to major incidents and significant service disruptions.</li><li>Ensure appropriate stakeholder communication during major incidents.</li><li>Coordinate resolution with Infrastructure, Information Security, Software Engineering and other relevant teams.</li><li>Ensure root-cause analysis is completed for significant and recurring incidents.</li><li>Maintain a problem register and track corrective and preventive actions.</li><li>Identify opportunities to eliminate recurring incidents and improve service reliability.</li></ul><p><strong>5. Service Performance &amp; SLA Management</strong></p><ul><li>Define, monitor and report on IT service KPIs and SLAs.</li><li>Produce regular service-performance reports for the Head of IT Infrastructure &amp; InfoSec and relevant stakeholders.</li><li>Monitor trends in service performance and identify areas of degradation.</li><li>Drive corrective actions where SLAs or service standards are not being met.</li><li>Track service performance across countries and identify systemic issues.</li><li>Monitor user satisfaction and use feedback to improve service delivery.</li><li>Support budget planning and cost-efficiency tracking for Service Desk staffing and&nbsp; tooling,&nbsp;</li></ul><p><strong>6. Change &amp; Release Management</strong></p><ul><li>Coordinate operational readiness for technology changes and releases.</li><li>Participate in the Change Advisory Board (CAB).</li><li>Assess operational impact and support requirements for proposed changes.</li><li>Ensure appropriate communication, testing, support and rollback plans are in place.</li><li>Monitor the impact of changes on IT services.</li><li>Ensure failed or disruptive changes are reviewed and corrective actions implemented.</li><li>Coordinate service readiness for major technology projects transitioning into operations.</li></ul><p><strong>7. Service Improvement &amp; Standardization</strong></p><ul><li>Establish a continuous service-improvement agenda.</li><li>Identify opportunities to automate, simplify and standardize IT services.</li><li>Reduce repetitive manual support activities and recurring incidents.</li><li>Improve IT processes, workflows and knowledge management.</li><li>Identify opportunities for self-service and automation.</li><li>Drive adoption of consistent IT service practices across countries.</li><li>Track and report the benefits of service-improvement initiatives.</li></ul><p><strong>8. Vendor &amp; Service Provider Management</strong></p><ul><li>Monitor performance of IT service providers against agreed SLAs.</li><li>Coordinate vendor resolution of incidents and service issues.</li><li>Track vendor performance, recurring issues and escalations.</li><li>Participate in service reviews with key technology vendors.</li><li>Escalate material vendor performance issues to the Head of IT Infrastructure &amp; InfoSec.</li><li>Provide service-performance information to support procurement and contract reviews.</li></ul><p><strong>9. IT Service Governance &amp; Reporting</strong></p><ul><li>Maintain effective IT service-management processes and documentation.</li><li>Participate in relevant Digital Transformation governance forums.</li><li>Provide accurate and timely service-performance reporting.</li><li>Maintain service risks, issues and improvement actions.</li><li>Support audits and compliance activities relating to IT service delivery.</li><li>Ensure operational procedures are documented, maintained and followed.</li></ul>