What we’re looking for;

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

Reporting to the Chief Enterprise & Public Sector Officer, the role purpose is as highlighted below;

The Head of Enterprise Operations is strategically responsible lead enterprise automation to simplify commercial operations & planning, strategic pricing, deal structuring, end-to-end post-sale service activation, order-to-cash orchestration, and service management across Safaricom’s Enterprise and Public Sector portfolio.

The role will drive Enterprise process simplification and automation as it ensures seamless execution from contract signature through provisioning, activation, billing readiness, SLA governance, and ongoing service reliability. It safeguards enterprise customer experience by embedding disciplined service management frameworks, structured escalation governance, process simplification, and automation across the Lead → Order → Delivery → Care lifecycle. It will also lead in deal pricing, bid management and care.

Operating within a highly cross-functional environment, the role partners closely with Enterprise Sales, Converged Business Solutions, Cloud & IOT, Systems Integration & Enterprise Platforms, Technology (TES), Finance, Risk, and Customer Care teams to ensure timely delivery, contract compliance, billing accuracy, and service continuity.

The Head of Enterprise Operations acts as the commercial and operational integrator for enterprise customers, ensuring that complex ICT, cloud, cybersecurity, IoT, managed services, and public sector solutions are priced and delivered are profitable and are done with reliability & transparently within enterprise-grade performance standards.

As guardian of Enterprise customer lifetime value and experience, the Head of Operations will be responsible for driving optimal commercial value, seamless delivery, adoption, retention, and expansion of Enterprise customers lifetime value.

Thus, the Head of Enterprise Operations is strategically accountable for:

• Process Simplification & Automation: Drive continuous improvement initiatives to simplify enterprise operational workflows, reduce cycle time, and embed automation across provisioning and service management processes.
• Order-to-Cash Orchestration: Lead end-to-end enterprise order management from post-sale handover to activation, ensuring timely provisioning, billing readiness, and seamless contract execution.
• Service Activation & Delivery Governance: Ensure structured coordination with Technology and Systems Integration teams to activate complex enterprise and public sector solutions within agreed timelines and scope.
• SLA Management & Service Reliability: Own SLA governance across enterprise accounts, ensuring compliance with uptime, performance, and contractual service obligations.
• Escalation & Incident Governance: Establish structured escalation frameworks for high-severity incidents, ensuring rapid resolution, root cause analysis, and customer communication transparency.
• Business Continuity: Ensures strong business continuity by governing the enterprise-wide resilience framework, leading comprehensive business impact analyses and establishing robust recovery plans for all critical functions. 
• Risk Controls: Embed effective controls, managing incidents and issues, strengthening first line assurance and safeguarding the enterprise from operational losses, compliance gaps, and repeat failures.
• Retention Care: Proactively managing enterprise customer risk, strengthening lifecycle experience, and driving cross functional interventions to reduce churn, improve service quality, and protect long term revenue.
• Customer Support & Service Experience: Oversee enterprise-grade support frameworks ensuring consistent, proactive, and responsive service management aligned to JNPS and retention objectives.
• Billing Readiness & Revenue Realization: Partner with Finance to ensure accurate billing, dispute management, and minimized revenue leakage post-activation.
• Deal Pricing: Drive end to end commercial deal structuring ensuring optimal pricing for all commercial offers with proper governance to drive profitability and value to the customers
• Operational Risk & Compliance: Embed operational risk controls, contract compliance governance, and audit readiness frameworks across enterprise delivery operations.
• Bid Management: Ensure the organisation delivers timely, compliant, and commercially robust enterprise bids that maximise win probability while safeguarding financial, operational, and contractual integrity.

Anchored on Safaricom’s purpose of Transforming Lives, this role ensures that enterprise and public sector customers receive reliable, secure, and high-performance digital services that power business continuity, institutional resilience, and national digital progress.
 

Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.

Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.

We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.

Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.

Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.

As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.