Lead, Enterprise Operations, Job in Kenya

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

Reporting to the Chief Enterprise & Public Sector Officer, the role purpose is as highlighted below;

The Head of Enterprise Operations is strategically responsible lead enterprise automation to simplify commercial operations & planning, strategic pricing, deal structuring, end-to-end post-sale service activation, order-to-cash orchestration, and service management across Safaricom’s Enterprise and Public Sector portfolio.

The role will drive Enterprise process simplification and automation as it ensures seamless execution from contract signature through provisioning, activation, billing readiness, SLA governance, and ongoing service reliability. It safeguards enterprise customer experience by embedding disciplined service management frameworks, structured escalation governance, process simplification, and automation across the Lead → Order → Delivery → Care lifecycle. It will also lead in deal pricing, bid management and care.

Operating within a highly cross-functional environment, the role partners closely with Enterprise Sales, Converged Business Solutions, Cloud & IOT, Systems Integration & Enterprise Platforms, Technology (TES), Finance, Risk, and Customer Care teams to ensure timely delivery, contract compliance, billing accuracy, and service continuity.

The Head of Enterprise Operations acts as the commercial and operational integrator for enterprise customers, ensuring that complex ICT, cloud, cybersecurity, IoT, managed services, and public sector solutions are priced and delivered are profitable and are done with reliability & transparently within enterprise-grade performance standards.

As guardian of Enterprise customer lifetime value and experience, the Head of Operations will be responsible for driving optimal commercial value, seamless delivery, adoption, retention, and expansion of Enterprise customers lifetime value.

Thus, the Head of Enterprise Operations is strategically accountable for:

Process Simplification & Automation: Drive continuous improvement initiatives to simplify enterprise operational workflows, reduce cycle time, and embed automation across provisioning and service management processes.
Order-to-Cash Orchestration: Lead end-to-end enterprise order management from post-sale handover to activation, ensuring timely provisioning, billing readiness, and seamless contract execution.
Service Activation & Delivery Governance: Ensure structured coordination with Technology and Systems Integration teams to activate complex enterprise and public sector solutions within agreed timelines and scope.
SLA Management & Service Reliability: Own SLA governance across enterprise accounts, ensuring compliance with uptime, performance, and contractual service obligations.
Escalation & Incident Governance: Establish structured escalation frameworks for high-severity incidents, ensuring rapid resolution, root cause analysis, and customer communication transparency.
Business Continuity: Ensures strong business continuity by governing the enterprise-wide resilience framework, leading comprehensive business impact analyses and establishing robust recovery plans for all critical functions.
Risk Controls: Embed effective controls, managing incidents and issues, strengthening first line assurance and safeguarding the enterprise from operational losses, compliance gaps, and repeat failures.
Retention Care: Proactively managing enterprise customer risk, strengthening lifecycle experience, and driving cross functional interventions to reduce churn, improve service quality, and protect long term revenue.
Customer Support & Service Experience: Oversee enterprise-grade support frameworks ensuring consistent, proactive, and responsive service management aligned to JNPS and retention objectives.
Billing Readiness & Revenue Realization: Partner with Finance to ensure accurate billing, dispute management, and minimized revenue leakage post-activation.
Deal Pricing: Drive end to end commercial deal structuring ensuring optimal pricing for all commercial offers with proper governance to drive profitability and value to the customers
Operational Risk & Compliance: Embed operational risk controls, contract compliance governance, and audit readiness frameworks across enterprise delivery operations.
Bid Management: Ensure the organisation delivers timely, compliant, and commercially robust enterprise bids that maximise win probability while safeguarding financial, operational, and contractual integrity.

Anchored on Safaricom’s purpose of Transforming Lives, this role ensures that enterprise and public sector customers receive reliable, secure, and high-performance digital services that power business continuity, institutional resilience, and national digital progress.

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