Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

SUMMARY

Reporting to the Director, Public Sector Digital Transformation, the role holder will support growth of Key Public Sector Business opportunities, we are developing various public sector-based Solutions that will accelerate Digital Transformation. To assure Quality and speed of delivery we are seeking a Senior Service Delivery lead who will drive Quality and speed of execution in partnership with Internal and external teams.

RESPONSIBILITIES

Key accountabilities 

• Lead internal and 3rd Party Service delivery Teams in Solutions delivery across all Public Sector Digital Transformation programs. Example: In Digital Healthcare – Lead external Teams in roll out of Hospital Systems across all hospitals in the 47 counties. In Devolution- Lead 3rd Party Contractors In deployment of Integrated County revenue Management system across all the counties on board and includes, connectivity, Training, device configuration etc.
• Manage all processes and daily activities related to Solutions deployments.
• Proactively identify possible solutions to arising problems during service delivery and escalate to leadership for action.
• Ensure that processes and documentations are in place and to identify process and cost efficiencies where possible.
• Develop comprehensive deployment plan covering integration solution with support from all vendors and Internal teams.
• Lead and co-ordinate solution deployments across multiple sites, executing the plan and readiness checklists in a staged rollout.
• Ensure the Solutions deployment plan and activities are communicated and adequately resourced to support users during the transition.
• Ensure business communications, user and manger training, hardware installation and configuration, user setup and access, data migration are managed in a timely manner in consultation with the business customers.
• Conduct post deployment reviews and evaluate, document, and implement recommendations for improvement.
• Manage relationships and coordinate work between different teams at different locations.
• Identify, resolve, and manage potential risks and issues related to Solutions delivery.
• Ensure that a detailed deployment plan has been documented along with a backout plan should anything go wrong during deployment.
• Validate that the product has been correctly packaged before deployment and ensure that all release controls have been satisfied.
• Ensures that objectives, KPIs and results reporting is being communicated to stakeholders.
• Engages all stakeholders in continual discovery to determine if launch support activities are effective and optimized – driving continuous improvement.
• Relentlessly attentive to adhering to all security protocols and policies to protect the integrity of our business and our clients’ businesses.

QUALIFICATIONS

Job Qualifications

• Bachelor’s degree in sales or Business related fields.
• 7 years in client relationship management, professional services, business development, or B2B sales
• Strong leadership capability Strong relationship management skills.
• Ability to grow and maintain relationship with any individual, irrespective of the background and type of personality
• Strong written and verbal communication skills
• Strong creativity and critical thinking abilities
• Ability to work with recent technological applications relating to daily tasks
• Understanding of Government Policies, processes and Government cycles Know-how
• Project and Programme Management
• Products, Services, Solutions and Technology Knowledge.
• Business Development & Planning
• Solution Selling and articulation
• Negotiation skills
• Service Quality and Planning.