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Service Manager at Accelera Digital Group
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Nairobi 🇰🇪 Kenya
Posted 7 days ago (20 Oct 2026) Updated about 4 hours ago
Job Description
The Service Manager will lead the Managed Services delivery framework, ensuring high availability, compliance with ITIL processes and continuous improvement. You will define service catalogs, enforce SLA/XLA targets and implement automation and reporting tools to enhance service performance.
Qualifications & Requirements
- • BA/BSc/HND or Professional Certificate in a relevant field
- • Proven experience in service management and ITIL implementation
- • Strong leadership, communication and stakeholder‑management abilities
- • Ability to analyse service performance data and drive improvements
Required Skills
Responsibilities
- • Define, deploy and maintain a scalable service delivery framework for Managed Services
- • Ensure system uptime and meet SLA/XLA targets across products, customer and internal services
- • Standardise and enforce ITIL processes including Incident, Change, Problem and Request Management
- • Oversee service stabilisation, proactive maintenance and continuous service improvement
- • Implement automation, AIOps and reporting dashboards for proactive monitoring
- • Define service scope, operating model and hand‑off points for Managed Services
- • Develop and maintain the Service Catalog and associated SLA/XLA definitions