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Urgent! Senior Manager, IT Service Management & Operations Support Job Opening In Karen – Now Hiring World Vision
With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life.
We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
IMPORTANT INFORMATION:
All CVs should be submitted in English.
This position is open to candidates based in countries where World Vision International is legally registered to operate.
JOB PURPOSE:
The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment.
This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence.
Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction.
By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike.
KEY RESPONSIBILITIES:
Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team.
Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction.
Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks.
Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams.
Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts.
Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff.
Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning.
Lead service governance and manage escalations to ensure timely resolution of critical service issues.
Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements.
Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
Bachelor’s degree in Computer Science, Information Systems, or a related field.
Demonstrated proficiency in written and verbal communication in English.
Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments.
Deep knowledge of ITIL and practical experience implementing service management frameworks at scale.
Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights.
Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams.
Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings.
Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency.
Effective communication and stakeholder engagement skills across technical and non-technical audiences.
Security-first mindset and awareness of compliance requirements in global IT operations.
✨ Smart • Intelligent • Private • Secure
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Unlock Your Senior Manager Potential: Insight & Career Growth Guide
Real-time Senior Manager Jobs Trends in Karen, Kenya (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Senior Manager in Karen, Kenya using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 1983 jobs in Kenya and 1 jobs in Karen. This comprehensive analysis highlights market share and opportunities for professionals in Senior Manager roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! World Vision is currently hiring and seeking a Senior Manager, IT Service Management & Operations Support to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at World Vision adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Senior Manager, IT Service Management & Operations Support Jobs Kenya varies, but the pay scale is rated "Standard" in Karen. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Senior Manager, IT Service Management & Operations Support typically include Operations Specialties Managers and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Senior Manager, IT Service Management & Operations Support interview at World Vision, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the World Vision's products or services and be prepared to discuss how you can contribute to their success.
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