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Judith Kalondu

@judithkalondu

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Dynamic IT service management leader with 14+ years of experience.

Kenya

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What I'm looking for

I am looking for a role in a forward-thinking organization that values service excellence, operational transformation, and offers opportunities for professional growth.

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.

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Experience

Work history, roles, and key accomplishments

Current

Director, Technical Support

Current

SparkMeter Inc.

Jul 2023 - Present (2 years 4 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.

ITIL Technical Support Customer Relationship Management Team Leadership Workflow Design Incident Management Service Management Communication Performance Metrics

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.

ITIL SRE Incident Management SLA Management

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.

Customer Relationship Management Team Leadership Service Management

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 Cloud Services System Administration

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.

Technical Support Incident Management Customer Service

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.

Technical Support IT Operations Communication Problem Solving