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ICT Manager – Service Management – Kenya & Uganda (Based in Kenya)


Driver & Transport Services

KSh Confidential
4 weeks ago

Job Summary


Job Description/Requirements



Job Title - ICT Manager â Service Management â Kenya & Uganda

Department - Digital and Technology or ICT

Level - Mid - Level Management

About the Function

Diageo Digital & Technology (DT) is a multi-functional, digital delivery function established to liberate and equip markets to deliver the Diageoâs Strategic Priorities. This is achieved through:

Putting our customers at the heart of delivery World class end to end process execution Generating performance enhancing insights from data Providing CPG leading digital capabilities and solutions Responding to and embracing change

D&T plays a critical role in enabling Diageoâs digital agenda through delivering our strategic priorities in many areas, including E-Commerce, Digital Marketing, Demand Sensing and Manufacturing Optimization . 

The Technology Engagement Team sits within the Enterprise Services team and the aim is to enable greater stability and security through a structured and consistent approach to delivering IT operations. The D&T Enterprise Services organization is responsible for running a resilient and secure technology landscape at agreed service levels, at lowest cost, securely and compliantly, while improving performance. 

The Technology Engagement team is responsible for ensuring that all services required at a Diageo site are delivered as agreed with continuous improvement and to deliver successful day to day business engagement.

The Technology Engagement Lead role is a business-facing role with a requirement for technical understanding, but more importantly, the ability to understand and communicate effectively with the business. The role ensure effective and efficient delivery of new tech deployments, ongoing service, support, stability and compliance across their markets.

About the role


Financial responsibility for managing and supporting the following to agreed scope, timescales and budgets:

Working with the central D&T Finance team to ensure oversight and coordination of the market D&T budget AOP (annual operating plan) and financial O&R (Opportunities and Risks) reporting.  Oversight of project budgets for in scope service delivery / enterprise projects and discrete pieces of work carried out in market and managed through the local AOP. Ensuring the right CAPEX and budget approval processes within the markets, and feeding back to central project teams to ensure accurate milestone reporting at agreed frequencies. Ensuring that locally managed purchase orders and good receipting processes are carried out in a timely and compliant manner and working in partnership with the Regional IT Cost Center Manager for those purchase orders managed centrally by the Operational Excellence team. Identify and execute against cost optimization in the delivery of services and enable company cost reduction


Markets : Kenya and Uganda

The role will be based in Kenya market but have accountability and responsibility for IT operations and technology engagement within both Kenya and Uganda markets. It is expected that the role supports and has a high level insight of the complexities of both markets and also contributes to other activities (Championship Model) across the regional / global sites either virtually or through limited travel and other activities across the wider Regional D&T EE team.

Purpose of Role

The primary function of this role is to support the markets (Kenya and Uganda) to ensure a high-quality employee experience related to D&T Technologies and Services in the region. 

Role Responsibilities

Manage local 3rd party technical service Ensure high standards of D&T Technology Engagement (end user experience of D&T tools, services and processes) are maintained across all markets within the region Ensure financial management of BAU AOP meets required standards of forecast accuracy and O&R reporting Ensure requests from initiatives requiring support are addressed in a timely manner by acting as an escalation point within the markets (Kenya and Uganda) for both users in the market requiring support from global teams, and also for global support teams requiring feedback / input from market or market users. Ensure Information Management & Security agenda is followed and compliant within D&T scope at market level

Qualifications and Experience Required

College/ University graduate level Strong verbal and written English communication skills. Ability to effectively and simply communicate technical concepts, solutions and implications in a business language Knowledge of general information security management Ability to build and maintain successful relationships across the business, D&T community and within the Technology Engagement (TE) team Good understanding of local business and processes for the markets (Kenya and Uganda) Broad technical and functional knowledge on applications supporting the business (including legacy application) Good organizational, customer service and employee relation skills. Self-directed and focused on a goal or end-state as opposed to specific tasks Strong problem solving planning/ organizing, highly detail conscious Demonstrated experience in delivery of IT services under service framework (ITIL, COBIT). Quick learner who exhibits resiliency and tenacity in the face of challenge Have a huge passion for growing and developing

Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the worldâs very best people. 

We're looking for people with creativity, boldness and a sense of purpose to take Diageo and our timeless, pioneering brands to the next level.

Feel inspired? Then this may be the opportunity for you. 

Worker Type :


Primary Location:

Nairobi HQ

Additional Locations :

Job Posting Start Date :


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