IT Service Delivery Lead
About the role
About the Role Leads IT service delivery for the Tanzania market, ensuring reliable, secure, compliant and fit-for-purpose technology services, infrastructure, workplace technology, supplier support and digital workplace enablement. Responsibilities Own the day-to-day governance of IT service delivery within the market Monitor service performance through agreed IT service management processes and service levels Lead the market response during significant service interruptions and communicate with business stakeholders Drive continuous service improvement by analysing service trends, customer experience, recurring incidents, demand patterns and operational performance Act as the primary Enterprise Services contact for business stakeholders Lead regular service reviews covering performance, risks, priorities and improvement actions Provide operational leadership and oversight of third-party service providers Review supplier performance with procurement, commercial and regional technology teams Maintain oversight of infrastructure health, availability and lifecycle Coordinate management of network and connectivity services Oversee joiner, mover and leaver technology requirements Govern device allocation, replacement, break/fix activities, stock management and lifecycle refresh Champion adoption of approved digital workplace, collaboration, analytics and AI platforms Promote the use of Microsoft 365, SharePoint Online, Microsoft Teams, Power Platform and Power BI Support data management, information sharing, access control and digital content governance Identify opportunities for automation, analytics and Generative AI to improve productivity and decision-making Champion compliance with information security, technology controls and IT policies Escalate technology risks and ensure control gaps have remediation plans Plan, approve, track and account for technology expenditure Provide forecasting and Opportunities and Risks reporting with Finance and IT teams Lead outsourced technical support resources and establish performance standards Promote customer service, ownership, accountability, continuous improvement and effective problem solving Requirements IT service delivery and IT Service Management ITIL practices or equivalent experience Vendor, supplier and outsourced support management Enterprise infrastructure, networks and workplace technologies Microsoft 365, SharePoint Online, Microsoft Teams and OneDrive Power BI, data analytics and visualization Microsoft Power Platform and business process automation Cybersecurity, technology controls and data security Generative AI and responsible AI governance Stakeholder management and business relationship management Leadership, communication and problem-solving Change management, user adoption and capability building Technology innovation and digital transformation Do not waste this application You get one chance with this employer. See how your resume matches the role, then fix the weak parts. Check my fit How to apply Submit your application through the Diageo Careers portal: https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Dar-es-Salaam-Tanzania/IT-Service-Delivery-Lead_JR1131517 Apply for this job Save for later About Diageo Diageo aims to be a leader in the premium drinks market by building the best brands globally while investing in the future and being mindful of its impact on people and the planet. Beverage Manufacturing 10,001+ Employees Dar es Salaam, Dar es Salaam Actively Hiring Website: http://diageo.com How to apply Submit your application through the Diageo Careers portal: https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Dar-es-Salaam-Tanzania/IT-Service-Delivery-Lead_JR1131517 Apply for this job Save for later