IT Service Delivery Manager

About the role

Inkomoko supports entrepreneurs to grow their businesses across East and Central Africa by delivering training, consulting and access to finance. The IT Service Delivery Manager will lead the day-to-day service management, oversee the Service Desk and coordinate IT operations across countries to ensure reliable, secure and user-focused technology services.

What you'll do

• Lead the delivery of IT services across Inkomoko, ensuring SLAs and business requirements.
• Manage the Service Desk and improve first-contact resolution and user experience.
• Provide coordination for country IT operations and standardize processes across sites.
• Establish incident and problem management, coordinate major incidents and conduct root-cause analysis.
• Define and monitor IT service KPIs and SLAs, producing regular performance reports.
• Coordinate changes and releases with testing, communication and rollback plans.

What they're looking for

• Bachelor's degree in IT, Computer Science or related field; ITIL 4 Foundation certification required.
• 6-8+ years in IT service management with at least 3 years in a leadership role.
• Experience managing IT services across multiple locations or distributed operations.
• Strong incident, problem, change management and service KPI experience.
• Experience coordinating infrastructure, security and software engineering teams; multi-country experience is a plus.

For applicants in Nigeria

• The listing states worldwide eligibility; confirm whether Nigeria is included for this role.
• The listing does not specify a timezone requirement; confirm before interviewing.
• The listing does not specify contractor versus employee status; confirm during process.
• The listing does not specify pay currency or salary range; confirm currency and compensation.