IT Service Delivery Lead

Job Description

East African Breweries PLC (EABL) is East Africa’s leading branded alcohol beverage business with an outstanding collection of brands that range from beer, spirits and adult non-alcoholic drinks (ANADs), reaffirming our standing as a total adult beverage (TAB) company.
EABL has extensive operations in Kenya, Uganda and Tanzania with breweries, distilleries, support industries and a distribution network across the region. It also runs a growing export operations business within and outside of the wider Eastern Africa region. The group’s diversity is an important factor in delivering the highest quality brands to East African consumers and long-term value to East African investors.
EABL operates within a multi-cultural, multinational, multi-currency environment, dealing with various regulatory, tax and compliance requirements
EABL is a Public Listed Company (Plc) listed on the Securities/Stock Exchange in Kenya, Uganda and Tanzania.

Purpose of role

The IT Service Delivery Lead role is responsible for ensuring that the technology environment supporting employees and business operations remains reliable, secure, compliant and fit for purpose. This includes the effective management of IT services, end-user technology, infrastructure, service partners, technology assets, operational controls and associated service improvement activities.

Key accountability

• IT Service Delivery and Service Performance
• Own the day-to-day governance of IT service delivery within the Kenya market.
• Monitor service performance through the agreed IT service management processes and service levels.
• Lead market response during significant service interruptions and ensure effective communication with business stakeholders throughout the incident lifecycle.
• Drive continuous service improvement by analysing service trends, customer experience, recurring incidents, demand patterns and operational performance.
• Business Relationship and Stakeholder Management
• Act as the primary Enterprise Services contact for business stakeholders in Kenya.
• Understand business priorities, technology dependencies and service requirements.
• Lead regular service reviews covering performance, risks, priorities and improvement actions.
• Supplier Support and Partner Management
• Provide operational leadership and oversight of third-party service providers supporting the Kenya market.
• Ensure outsourced support resources have clearly defined responsibilities, objectives, escalation paths and service expectations
• Review supplier performance with relevant procurement, commercial and regional technology teams.
• Infrastructure and Workplace Technology
• Maintain oversight of the health, availability and lifecycle of infrastructure supporting the Kenya market.
• Coordinate with relevant technology teams and suppliers to ensure appropriate management of the network and connectivity
• Ensure infrastructure risks, capacity constraints, lifecycle concerns and technology obsolescence are proactively identified and addressed.
• Support infrastructure refresh, upgrade and remediation activities and ensure appropriate business readiness before implementation.
• Ensure changes to market infrastructure are implemented through appropriate change governance and operational readiness processes.
• End-User Computing and Employee Technology Experience

• Ensure employees have access to reliable, secure and fit-for-purpose workplace technology.
• Oversee the effective management of joiner, mover and leaver technology requirements in partnership with relevant business and IT teams.
• Maintain appropriate governance over device allocation, replacement, break/fix activities, stock management and lifecycle refresh.
• Monitor end-user support demand and identify recurring issues or experience gaps requiring improvement.
• Champion adoption of approved workplace technologies and promote effective use of collaboration and productivity tools.

• Data, Analytics and Digital Workplace Enablement
• Champion the adoption and effective use of approved digital workplace, collaboration, analytics and AI platforms across the market.
• Partner with business teams to identify opportunities where data, automation, analytics and Generative AI can improve productivity, decision-making and employee experience.
• Promote the effective use of Microsoft 365 technologies including SharePoint Online, Microsoft Teams, Power Platform and other approved collaboration tools.
• Support governance and compliance requirements relating to data management, information sharing, access controls and digital content management.
• Drive adoption of self-service reporting and analytics capabilities through platforms such as Power BI, ensuring alignment with enterprise data governance standards.
• Act as a market advocate for innovation by identifying and promoting opportunities to leverage emerging technologies, including automation and AI-enabled solutions.
• Ensure appropriate awareness, training and change management activities are in place to maximize value from new digital capabilities and technology investments.
• Cyber Security, Controls and Compliance