Operational Excellence Analyst at Safaricom Kenya

Brief Description

Reporting to the Manager – Operational Excellence, the position holder will be responsible for reporting on the performance on all the defined operational processes for Technology Departments and driving process compliance through engagements with the respective service owners.

Responsibilities

• Engage respective service owners to ensure operational excellence and quality service delivery.
• Prepare and deliver accurate daily, weekly, and monthly performance reports in line with defined KPIs and process categories.
• Ensure data is collected from correct and reliable sources to maintain report integrity.
• Review, develop, and automate reports and dashboards to enhance visibility, efficiency, and workflow management.
• Create and maintain management databases, interpret data, identify trends, and provide insights to managers for informed decision-making.
• Monitor and improve measurement and visibility of key performance indicators (KPIs), ensuring continuous service improvement across Technology services.
• Track compliance actions on Business Continuity Planning (BCP), Backup, Version Management, Service Level Management (SLM), Availability Management, and Knowledge Management.
• Collaborate with service owners and managers on initiatives that drive continuous service and process improvement.
• Document Operational Excellence work instructions, policies, and processes to ensure consistency and alignment.
• Design clear, visually effective report layouts that align with business requirements.
• Ensure customer SLAs are defined, up to date, and properly configured in the service management suite.
• Report regularly to internal stakeholders on technology service delivery performance.
• Conduct customer satisfaction surveys and follow up on feedback for improvement.
• Demonstrate strong analytical thinking, with the ability to break down complex problems while maintaining a strategic, big-picture perspective.

Qualifications

Job Requirements

• Degree in IT, Computer Science, Telecommunications, or a related Technical Field.
• At least 3–5 years’ experience in an IT or GSM-related role.
• Working knowledge of Data Analytics and reporting tools.
• Experience in Process Governance, preferably using the ITIL Framework.
• Strong analytical thinking and keen attention to detail.
• Excellent people management and interpersonal skills.
• Certifications such as ITIL Foundation or Intermediate, ISO, Data Analytics, Software Development, or Technology-related credentials.
• Excellent communication, business writing, and presentation skills.
• Strong documentation and reporting abilities.
• Technical knowledge of databases, data analysis, and data repository technologies.
• Experience in data integration and reporting processes.
• Proven troubleshooting and creative problem-solving skills.
• Customer-focused mindset with the ability to build effective working relationships.
• Achievement-driven and delivery-focused while maintaining high-quality standards.