Department :   Corporate Support Services

Division:           Information and Communication Technology

Location / Work Station:        Nairobi

Job Summary:

The Job holder is responsible for the development, implementation and monitoring of the IT strategies, IT Innovations, IT Research Development, Vendor Management, Contracts and Service Level Agreements, and Business Perspective (Business Relationship Management) in the Authority

Key Responsibilities: 

• Planning, development, alignment of the ICT Strategy; Monitoring and Evaluation of the implementation of ICT strategy initiatives.


• Design, develop and manage the IT research agenda including identification of potential IT innovations, emerging technologies and relevant themes to address business challenges and based on identified business priorities.


• Manage including regular reviews of IT vendors, contracts and service level agreements, including managing and maintaining of the service catalogue, service definitions, service levels, underpinning contract and operational level agreements relating to IT services in the Authority.


• Oversee user/customer satisfaction surveys on IT services to ascertain the perception of the customers and users on IT services and institute measures to monitor and address recommendations arising from the Surveys.


• Evaluate IT process/service maturity and monitor implementation of improvement plans


• Provide guidance on the development of the supplier and contracts database, updates, reviews, usage, retrieval and dissemination of the information.


• Evaluate and monitor IT process/service maturity


• Facilitate implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS/ISO and Risk Management


• Preparation, compilation, analysis and review of departmental strategies (Departmental PC, Corporate plan, Board PC, transformation agenda) and strategic reports (Team one reporting, Board Responses, other special Reports)


• Monitor implementation of Strategic Departmental programmes and report performance within the set timelines e.g. Implementation of corporate plan


• Day-to-day operations, supervision, performance management, coaching and development of staff in the unit


• Drive initiatives to improve ethics, culture and facilitate change management in the unit


• Other roles as may be assigned by the Management


• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications       

• Bachelor’s degree in Management Information Systems or any other IT related field.


• Master’s degree Business Administration, Information Systems or any other IT or Management related Postgraduate degree will be an added advantage.

Professional Qualifications    

Required Certifications/Training

• IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent

The following certifications will be an added advantage:

• Project Management (Prince II or PMP Certification or equivalent) and Business Analysis

Skills Required:          

• Demonstrate outstanding knowledge and skills in Service Portfolio Management, Service Level Agreements and Supplier Relationship Management.


• Good knowledge of IT Strategy Design, Planning and Innovation


• Knowledge of IT Service Catalog Management, Service Portfolio Management and Business Perspective


• Project management


• Risk management and analysis


• Demonstrated experience in developing and managing Service Level agreements


• Ability to motivate and manage a team to achieve set targets with the specified timelines


• Broad understanding of emerging IT technologies


• Ability to manage relationships with IT suppliers and other stakeholders.


• Documentation skills


• People management skills


• Report writing skills

Relevant Work Experience    

• Hands on experience in developing and Monitoring IT Service Level Agreements, Underpinning Contracts, Supplier Management and Business Perspective in a large and busy organization.


• Experience in developing and managing IT Service Catalog in a busy IT environment


• Experience in Developing and Monitoring IT Strategic Plans, Surveys and automation assessments


• Experience in conducting IT Research and Innovation.


• At least five (5) years’ demonstrable post qualification experience with at least two (2) years leading a team in development, implementation and monitoring of IT strategies, IT Innovations, IT Research Development, Vendor Management, Contracts and Service Level Agreements, and Business Relationship Management.

Key Competencies     

• Excellent oral and written communication and  presentation skills


• Negotiation skills


• Team player


• Ability to pay attention to details


• Ability to prioritize competing work commitments and deliver on time


• Resilient, focused and results oriented


• Passion for innovation and creativity


• High levels of integrity


• Good decision making, planning and organizational skills


• Ability to work under minimum supervision