Brief Description

  • Reporting to the Team Manager – SLM (Service Level Management), the position holder will be responsible for monitoring of SLA / OLA performance and compliance within Technology and external stakeholders in line with Organizations requirement. He/she will also ensure accurate Governance and documentation of processes to attain Service Operations Center deliverables by improving customer experience, service availability and avoiding revenue losses by implementing contractual agreements.


  • Formulates and agrees with an appropriate Service Level Management / Service Level Agreements / Operational Level Agreement structure across Technical and Supplier domains
  • Organizes and maintains the regular Service Level review processes with Technology stakeholders and Service Providers
  • Analyze statistics and compile accurate reports using data lake through available automation tools (RPA / Power BI / Remedy)
  • Interfaces with Safaricom Risk Management Team on site access management to ensure site security is adhered to
  • Provide accurate and timely SLM Reports for reviews in line with business requirements
  • Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services
  • Development and analysis of relevant management reports on various key aspects of the section’s responsibilities
  • Regular updates on outages and track Partner Performance
  • Documentation of processes to drive the Network Operations functions
  • Cost Management


  •  Degree in Electrical & Electronics / Telecommunications / Computer Science or Information Technology
  • CCNA certification/CCNP certification
  • Data Analytics
  • Good knowledge of ITIL 4 Framework
  • A minimum of 2 years’ experience in Telecommunications

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