JKJudith Kalondu
@judithkalondu
Dynamic IT service management leader with 14+ years of experience.
KenyaWhat I'm looking for
I am a dynamic IT service management leader with over 14 years of experience in fintech, renewable energy, and managed IT services. My career has been marked by a commitment to transforming service operations through the implementation of ITIL v4 frameworks, which has led to consistent SLA compliance and enhanced customer satisfaction. I have a proven track record of modernizing support models by integrating SRE methodologies and automating workflows, which has significantly improved operational efficiency.
Throughout my career, I have developed high-performing global teams through strategic mentorship and clear performance frameworks. I take pride in establishing robust incident management processes that reduce resolution times while maintaining transparent communication with clients. My experience includes successfully expanding service operations across multiple countries, nurturing client relationships that drive business growth. I am eager to leverage my extensive ITSM expertise and leadership capabilities in a forward-thinking organization that values service excellence and operational transformation.
Experience
Work history, roles, and key accomplishments
Director, Technical Support
SparkMeter Inc.
Jul 2023 - Present (1 year 10 months)
Leading a global team of technical specialists, implementing ITIL service management processes, and enhancing customer satisfaction through improved ticketing systems and communication strategies. Focused on automating workflows and optimizing knowledge management for better efficiency.
Group Head, Service Operations
Cellulant Corporation
Dec 2020 - Jun 2023 (2 years 6 months)
Modernized service delivery by integrating ITSM and SRE frameworks, significantly improving SLA compliance and incident management processes. Established performance monitoring and quality reporting structures to enhance operational efficiency.
Team Lead, Service Centre
SICPA Kenya Limited
Nov 2015 - Dec 2020 (5 years 1 month)
Expanded service operations across East Africa, enhancing customer relationships and driving business growth. Managed software release cycles and developed a high-performing team while implementing structured onboarding programs.
Team Leader, Network Operations Center
Adcare Ltd for Amadeus GTD
Jan 2013 - Oct 2015 (2 years 9 months)
Directed an engineering team providing IT-managed services, ensuring optimal network performance and resolving technical issues. Implemented automated monitoring solutions to enhance service delivery and minimize downtime.
Technical Support Engineer
Adcare Ltd for Amadeus GTD
May 2011 - Dec 2012 (1 year 7 months)
Provided first and second-tier technical support, resolving critical issues and ensuring business continuity for clients. Monitored network infrastructure and executed strategic technological transitions.
IT Intern
Kenya Power
May 2010 - Aug 2010 (3 months)
Assisted in various IT projects, gaining hands-on experience in technical support and IT operations. Contributed to team efforts in maintaining IT systems and providing user support.
Volunteer (IT Department)
World Vision
Aug 2007 - Sep 2007 (1 month)
Supported IT initiatives and projects, contributing to the organization's mission through technical assistance and system maintenance.
Education
Degrees, certifications, and relevant coursework
EUEgerton University
Bachelor's Degree, Computer Science
Bachelor of Computer Science.
UNUniversity of Nairobi
Master's Degree, Project Planning & Management
Master in Project Planning & Management.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Judith?
You can contact Judith and 90k+ other talented remote workers on Himalayas.
Message JudithFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
