IT Service Delivery Manager

About Inkomoko Inkomoko supports entrepreneurs to grow their businesses in order to improve livelihoods, create jobs, and help communities thrive. 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. 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. We are the largest investor to refugee entrepreneurs in Africa. 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. INKOMOKO VALUES All staff at Inkomoko are connected to a shared set of organizational values: Purpose: be solutions-oriented and produce high-quality work and be a global leader Achievement: push yourself to reach beyond what you think is possible. Improvement: be humble and committed to continuous learning and growing through giving and receiving open and accurate feedback Bravery: willing to take risks, create a safe space for others, be compassionate, inclusive Tuko Pamoja ("We are together"): appreciate your colleagues, celebrate success, and support each other in hard times The Opportunity & Responsibilities 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. 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. The role will also drive continuous improvement of IT services through effective service management processes, performance measurement, standardization, automation and user-focused improvements. Key Responsibilities IT Service Delivery Lead the effective delivery of IT services across Inkomoko Ensure IT services meet agreed service levels, performance standards and business requirements Define consistent service delivery standards and practices across countries and locations Maintain visibility of IT service performance, risks and operational issues Develop and maintain the IT service catalogue in collaboration with relevant technology owners Ensure users understand available IT services and appropriate support channels Coordinate dependencies between Service Delivery, Infrastructure, Information Security and Software Engineering Ensure service delivery processes align with Information Security policies and requirements Service Desk & User Support Manage and develop the Service Desk function Ensure timely and effective resolution of incidents and service requests Monitor ticket volumes, response times, resolution times and backlog Improve first-contact resolution and overall user experience Ensure appropriate categorization, prioritization and escalation of tickets Establish and maintain knowledge management and self-service capabilities Identify recurring user issues and initiate appropriate corrective actions Country IT Operations Provide functional coordination and performance oversight to the Country IT Ops Ensure consistent IT support standards across all countries and geographically dispersed sites Coordinate country-level technology priorities and operational issues Monitor country IT service performance and identify areas requiring improvement Drive standardization of IT support processes, equipment and operating practices Ensure appropriate coverage and support arrangements across locations Consolidate country-level service issues, risks and performance for management reporting Support Country IT Ops in effectively engaging with Country MDs/CDs and Operations Managers Incident & Problem Management Establish and maintain effective incident and problem-management processes Coordinate response to major incidents and significant service disruptions Ensure appropriate stakeholder communication during major incidents Coordinate resolution with Infrastructure, Information Security, Software Engineering and other relevant teams Ensure root-cause analysis is completed for significant and recurring incidents Maintain a problem register and track corrective and preventive actions Identify opportunities to eliminate recurring incidents and improve service reliability Service Performance & SLA Management Define, monitor and report on IT service KPIs and SLAs Produce regular service-performance reports for the Head of IT Infrastructure & InfoSec and relevant stakeholders Monitor trends in service performance and identify areas of degradation Drive corrective actions where SLAs or service standards are not being met Track service performance across countries and identify systemic issues Monitor user satisfaction and use feedback to improve service delivery Support budget planning and cost-efficiency tracking for Service Desk staffing and tooling, Change & Release Management Coordinate operational readiness for technology changes and releases Participate in the Change Advisory Board (CAB) Assess operational impact and support requirements for proposed changes Ensure appropriate communication, testing, support and rollback plans are in place Monitor the impact of changes on IT services Ensure failed or disruptive changes are reviewed and corrective actions implemented Coordinate service readiness for major technology projects transitioning into operations Service Improvement & Standardization Establish a continuous service-improvement agenda Identify opportunities to automate, simplify and standardize IT services Reduce repetitive manual support activities and recurring incidents Improve IT processes, workflows and knowledge management Identify opportunities for self-service and automation Drive adoption of consistent IT service practices across countries Track and report the benefits of service-improvement initiatives Vendor & Service Provider Management Monitor performance of IT service providers against agreed SLAs Coordinate vendor resolution of incidents and service issues Track vendor performance, recurring issues and escalations Participate in service reviews with key technology vendors Escalate material vendor performance issues to the Head of IT Infrastructure & InfoSec Provide service-performance information to support procurement and contract reviews IT Service Governance & Reporting Maintain effective IT service-management processes and documentation Participate in relevant Digital Transformation governance forums Provide accurate and timely service-performance reporting Maintain service risks, issues and improvement actions Support audits and compliance activities relating to IT service delivery Ensure operational procedures are documented, maintained and followed Requirements WHO WE ARE LOOKING FOR Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Technology or a related field ITIL 4 foundation certification required. Relevant certifications in service management, project management or technology operations are an advantage Professional Experience 6-8+ years of experience in IT service management, IT operations or technology service delivery At least 3 years of experience in a service-management or technology leadership role Demonstrated experience managing IT services across multiple locations or geographically distributed operations Experience managing Service Desk and IT support functions Strong experience with incident, problem, request and change management Experience defining and managing IT SLAs and service KPIs Experience coordinating infrastructure, application, security and business teams Experience managing IT service providers and vendors Demonstrated experience implementing service improvements and standardization Experience working in a multi-country or distributed organizational environment is an advantage Benefits WHAT YOU'LL GET This role is inside a high-growth, mission-driven social enterprise. By joining, you'll access: Competitive salary, and potential Goal-based bonus Incredible company culture, including deep investment in your learning and growth Diverse colleagues and policies that show our commitment to equity and inclusion Talented, passionate, and committed team colleagues across the region Ability to make a significant social impact to your community Generous health insurance, staff savings, parental leave, sabbatical, and more benefits How To Apply If you're excited about this role and have skills to match, please submit your cover letter and CV through the application portal. APPLICATION DEADLINE: Tuesday 22nd September 2026 Tell us about what you'll bring to this growing company. Inkomoko is committed to justice, diversity, equity and inclusion. As we seek to reflect the communities we serve, refugees and women are strongly encouraged to apply. As a company we have policies that ensure fair treatment in the application process. NB: Only shortlisted candidates will be contacted. Employment is conditional upon successful background checks and other verification as needed. All offers of employment will be subject to satisfactory references and background screening checks. Inkomoko also participates in the Inter Agency Misconduct Disclosure Scheme, In line with this Scheme, we will request information from job applicants' previous employers about any findings of sexual misconduct, fraud, or abuse. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.