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Delivery Manager
1 week ago
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Service Delivery Manager
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Engineering Delivery Manager
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Technical Delivery Manager
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Operations/ Business Delivery Manager
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Public Service Commission Kenya (PSCK) Nairobi, Kenya Full timeThe Commission dates back to 1954 when Civil Service Commission was established by British Colonial Government following Holmes Commission Report, 1948; Civil Service Commission was advisory to the Governor in matters of appointments; At independence in 1963 it was enshrined in t ...
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Hospitality (4 positions)
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Senior Director, Service Delivery at
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Network Planning and Optimisation at
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Huawei Technologies Nairobi, Kenya Full timeAt Huawei, we define human progress by innovations that enrich humanity. We do not view connectivity as a privilege, but a necessity. We believe that the impact of information and communications technology should be measured by how many people can benefit from it. Huawei is a lea ...
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Warehouse and Distribution Manager
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Summit Recruitment and Search Nairobi, Kenya Full timeSummit Recruitment & Search was established in 2009 to address the recruitment, mass recruitment, executive search, outsourcing and training needs of companies based in Kenya or wanting to enter the Kenyan, East African, South African and African market · Key Responsibilities · E ...
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Head of Operations and Technology at
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Head of Operations and Technology at
1 week ago
Sanlam Investments East Africa (SIEA) Nairobi, Kenya Full timeSanlam Investments East Africa (SIEA) is a leading fund manager in the region and has a strong record of accomplishment in service delivery and performance,with over KShs 230 billion (approximately US$ 2.3 billion) in assets under management. SIEA is part of the Sanlam Group, thr ...
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Dispatch Supervisor at
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BIC Nairobi, Kenya Full timeBIC products provide easy answers for everyday needs. In creating its first product, the BIC Cristal ballpoint pen, BIC chose to go straight to what's essential: create something for everyone to use that is simple, yet reliable, and provides a solution for something that we all d ...
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Test Day Delivery Officer
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Dispatch Supervisor at
1 week ago
BIC Nairobi, Kenya Full timeBIC products provide easy answers for everyday needs. In creating its first product, the BIC Cristal ballpoint pen, BIC chose to go straight to what's essential: create something for everyone to use that is simple, yet reliable, and provides a solution for something that we all d ...
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Black Pen Recruitment Nairobi, KenyaOur client is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsofts M365, Azure, Microsofts Enterprise Resour ...
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International Rescue Committee (IRC) Nairobi, Kenya Full timeThe International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization. · Scope of work · The consultant will: - · Conduct a comprehensive desk review of the current service delivery models for health and nutrition at both health faci ...
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Delivery Lead
1 week ago
Plan International Nairobi, Kenya Full timePlan International was founded over 75 years ago with a mission to promote and protect the rights of children. The organisation was set up by British journalist John Langdon-Davies and refugee worker Eric Muggeridge in 1937, with the original aim to provide food, accommodation an ...
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Program Manager at
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Safaricom Kenya Nairobi, Kenya Full timeSafaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-ad ...
Operations Service Delivery Manager at - Nairobi, Kenya - Workforce Africa
Description
Workforce Africa is a HR solutions provider dedicated in the provision of Human Resource Management services across Africa. Our MISSION is to deliver Business Growth by leveraging on Talent.Key Responsibilities.
Operational Management:
Supervise day-to-day operational activities, including transaction processing, account management, and administrative tasks.
Develop and implement operational policies, procedures, and controls to ensure efficiency, accuracy, and compliance with regulations.
Monitor operational performance metrics and implement improvements to optimize processes and enhance productivity.
Service Delivery Oversight:
Define service delivery standards and establish service level agreements (SLAs) to meet customer expectations.
Monitor service delivery performance against SLAs and implement corrective actions as needed to maintain high levels of customer satisfaction.
Develop and implement customer feedback mechanisms to continuously improve service quality and responsiveness.Customer Relationship Management (CRM):
Build and maintain strong relationships with customers by understanding their needs and providing responsive and personalized service.
Address customer inquiries, complaints, and escalations in a timely and effective manner to resolve issues and ensure customer retention.
Collaborate with other departments to identify opportunities for cross-selling or upselling products and services to customers.Team Leadership and Development:
Lead and motivate a team of operations and service delivery staff to achieve departmental goals and objectives.
Provide coaching, training, and development opportunities to enhance the skills and capabilities of team members.
Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
Quality Assurance and Compliance:
Ensure adherence to regulatory requirements, industry standards, and internal policies related to operations and service delivery.
Conduct regular audits and quality assurance reviews to identify compliance gaps and implement corrective actions.
Stay updated on regulatory changes and industry best practices to proactively address compliance issues.
Technology and Process Improvement:
Identify opportunities to leverage technology solutions to streamline operations and enhance service delivery.
Collaborate with IT and other stakeholders to implement system enhancements or upgrades to improve efficiency and customer experience.
Drive process improvement initiatives to eliminate bottlenecks, reduce errors, and enhance operational efficiency.
Risk Management:
Identify and assess operational risks and implement controls to mitigate risks and prevent losses.
Develop and maintain business continuity plans and disaster recovery strategies to ensure the resilience of operations and service delivery functions.
Monitor emerging risks and trends in the industry and take proactive measures to address potential risks.Vendor and Supplier Management:
Manage relationships with external vendors, suppliers, and service providers to ensure the timely and cost-effective delivery of services.
Negotiate contracts, evaluate vendor performance, and resolve any issues or disputes that may arise.
Continuously assess vendor capabilities and seek opportunities to optimize vendor relationships.
Budgeting and Expense Management:
Participating in the development of budgets for operational expenses and managing expenditures within budgetary constraints. This includes monitoring expenses, identifying cost-saving opportunities, and optimizing resource utilization.
Business Continuity Planning:
Developing and maintaining business continuity plans to ensure the resilience of operations in the event of disruptions, such as natural disasters, cybersecurity incidents, or other emergencies.
This includes implementing measures to minimize downtime and ensure the continuity of critical operations.Reporting and Analysis:
Generating reports and analyzing operational data to track performance metrics, identify trends, and make data-driven decisions. This includes preparing regular reports for management and stakeholders to assess operational performance and identify areas for improvement.
Requirements
Academic Qualifications
Bachelor's degree in business administration, Finance, Economics, Accounting, or a related field.
Minimum four (4) years' experience in a supervisory level,
Required Technical Knowledge
Budgeting, financial planning
Ability to conduct market research and Intelligence.
Data Analytics.
Performance management
Training & Development
Risk Assessment and management
Required Skills & Personal Attributes
Logical and creative.
Able to identify and diagnose problems.
Patient and Persistent.
Presentation skills.