Senior Services Analyst - IT Service Analyst

About the Role

We are part of a fast-moving, global multi-category business committed to creating a Better Tomorrow by advancing towards a smokeless world. We seek dedicated professionals ready to join this transformative journey.

This role, based in Nairobi, Kenya, is a Senior Services Analyst position reporting to the IDT Area Lead – Enterprise Technology. Often referred to externally as IT Service Analyst, the position is aligned under the Service Technology sub-function within IDT. It does not involve direct staff reports but requires managing on-site service providers. The geographic scope covers South and West African markets including South Africa, Kenya, Nigeria, and neighboring regions.

Key Responsibilities

• Monitor and analyze service delivery performance across South and Sub-Saharan Africa against specified Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Maintain a structured service level review cycle with both internal customers and service providers covering previous action items, current results, service level targets, and related contracts.
• Coordinate troubleshooting efforts and initiate actions to sustain or enhance service performance.
• Conduct periodic comprehensive reviews of the Service Level Management (SLM) process and negotiate necessary amendments.
• Manage changes impacting service levels, including additional support hours or altered service commitments during maintenance periods.
• Integrate Service Improvement Plans into the SLM framework to drive continuous enhancement.
• Oversee local service providers, including those delivering Managed Workplace Services (MWP).
• Ensure fulfillment of services as per agreements and track performance via service reviews.
• Serve as first escalation point and focal liaison for SSA market engagements.
• Ensure compliance with IDT operational processes and support audit data collection.
• Manage onboarding and compliance of on-site vendors following internal procurement protocols.
• Maintain accurate tracking of IT assets linked to services.
• Support end-market escalations by facilitating analysis, troubleshooting, and collaboration with service owners.

Experience and Skills Required

• Minimum of five years’ experience in a service technology management capacity or equivalent.
• Strong communication abilities including written, oral, presentation, and facilitation skills.
• Practical knowledge of ITIL v4 framework beyond theoretical concepts.
• Ability to gain trust and credibility with IT and business management stakeholders across levels.
• Capable of maintaining composure and effectiveness when under pressure.
• Proven relationship management skills with capacity to work effectively across diverse teams composed of business analysts, technologists, and process owners.
• Technical understanding of virtualization, networking (LAN, WAN), patch management, server and network maintenance, security protocols, backup, and disaster recovery.
• Familiarity with software development methodologies and concepts.

Technical, Functional, and Leadership Competencies

• Strong grasp of organizational IT infrastructure and services.
• Insight into how IT supports and advances the overall business objectives.
• Innovative with a focus on service quality improvement aligned with cost constraints and strategic direction.
• Clear, pragmatic communication and collaborative working style.
• Technology-neutral perspective focused on outcome rather than vendor or tool preference.
• Demonstrates intellectual curiosity and high integrity.

Educational and Certification Requirements

• Degree or diploma in an IT-related discipline is essential.
• SAFe certification and Agile team experience advantageous but not mandatory.

Additional Information and Benefits

• An attractive annual performance bonus is offered subject to eligibility.
• Benefit packages vary regionally and include health plans, vacation flexibility, transportation support, and initiatives promoting work-life balance.
• Opportunities for growth within the company are strongly encouraged with access to online learning and leadership development programs.
• Continuous improvement culture fostering adaptability and transformation.
• Additional perks include meal vouchers or canteen access, private pension plan, life and health insurance, family support policies, office amenities, and flexible workplace arrangements governed by the relevant agreements.

Diversity and Inclusion

The company is recognized as a global top employer with a robust commitment to diversity, inclusion, and equal opportunity. We welcome candidates regardless of gender, race, religion, disability, age, or background and aim to support all individuals in their career progression. Special programs support professionals re-entering the workforce following career breaks.

Accessibility

Applicants who require accommodations for the recruitment process are encouraged to notify the employer to ensure equal opportunity to perform at their best.