Lead, Enterprise Operations
About Safaricom PLC
Safaricom PLC is a listed Kenyan mobile network operator headquartered at Safaricom House in Nairobi, Kenya. It is the largest telecommunications provider in Kenya, and one of the most profitable companies in the East and Central Africa region.
Description
Qualifications
Must have technical / professional qualifications:
• Bachelor’s degree in Telecommunications Engineering, Electrical Engineering, ICT, Computer Science, Business Administration, Operations Management, or a related field from a recognized institution
• Master’s degree in Business Administration (MBA), Operations Management, Telecommunications Management, or Strategic Management is required
• Minimum of 10–12 years’ progressive experience in enterprise service delivery, telecom operations, ICT operations, managed services, or large-scale customer operations within a regulated technology environment
• Demonstrated experience managing end-to-end order-to-cash processes including provisioning, activation, billing readiness, and service assurance
• Strong understanding of enterprise ICT environments including connectivity, cloud, cybersecurity, IoT, managed services, and complex multi-vendor solutions
• Proven experience in SLA governance, service management frameworks, and enterprise-grade incident management processes
• Certification in IT Service Management frameworks such as ITIL (v3 or v4) is required
• Project management certification such as PMP, PRINCE2, or equivalent is required or strongly preferred
• Demonstrated experience in operational process design, automation initiatives, and workflow optimization within large-scale organizations
• Strong knowledge of telecom network architecture and service assurance systems sufficient to coordinate effectively with Technology and Network teams
• Proven experience working in highly matrixed environments collaborating with Sales, Finance, Risk, Legal, and Technology functions
• Demonstrated capability in managing high-severity customer escalations and crisis response coordination
• Strong analytical capability with proficiency in CRM systems, order management platforms, billing systems, and operational performance dashboards
• Experience embedding operational risk controls, compliance frameworks, and audit readiness processes within enterprise operations
• Demonstrated commitment to integrity, regulatory compliance, and responsible operational governance aligned to Safaricom’s Code of Conduct