Open to opportunities

ken kabanga

@kenkabanga

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IT Service Delivery Lead focused on end-to-end operations, process optimization, and customer satisfaction.

Kenya

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What I'm looking for

I’m looking to continue leading IT service delivery and IT support teams—optimizing processes, improving efficiency and performance, and driving customer satisfaction through strong incident/asset management and clear stakeholder communication.

I’m an experienced IT Service Delivery Lead with a strong track record of managing end-to-end service operations, optimizing IT processes, and driving customer satisfaction. I bring stakeholder management and team leadership to align IT services with business goals, while maintaining a consistent focus on high-quality solutions that improve efficiency and performance across enterprise environments.

In earlier roles, I led and supported IT service delivery and first-line technical support, serving as a point of contact for users via telephone and email. I’ve managed incident and assets management for clients, handled escalation between analysts, engineers, and developers for production issues, and contributed to training and day-to-day IT support team performance.

Experience

Work history, roles, and key accomplishments

Current

IT Service Delivery Lead

Current

CloudFactory

Jan 2022 - Present (4 years 6 months)

Managed end-to-end IT service operations, optimized IT processes, and improved customer satisfaction through stakeholder management and team leadership.

Management Team Leadership Customer Service Communication Employee Training Analytical Skills Service Delivery Interpersonal Skills English Incident Management Asset Management

Outsource IT Service Delivery Lead

SAT CONSULT

Jun 2020 - Dec 2021 (1 year 6 months)

Act as the Point of contact for the 1st line technical support. Provide support telephonically and via email to users. Act as lead on Incident and Assets Management for Clients. Act as the escalation between analysts, engineers and developers for specific productions. Report unusual and recurring issues to Specialist, Programmer, Manager and Analyst. Procure assets and and maintain warranty recor

Communication English Telephonic Support Email Support Incident Management Asset Management Escalation Management

Information Technology Support Team Lead

Computech Limited

Feb 2011 - May 2020 (9 years 3 months)

Senior Outsource IT Support Specialist

Management Customer Service Communication Interpersonal Skills English

IT Support Lead and Administrator

Novo Nordisk

Jul 2019 - Mar 2020 (8 months)

Led IT support for Kenya and Nigeria offices and supported affiliates in Middle Africa as an IT Support Lead and Administrator.

Team Leadership Customer Service Communication Service Delivery Interpersonal Skills English

IT Support Lead and Administrator (Global IT Operations EMEA South

Novo Nordisk

Jul 2019 - Mar 2020 (8 months)

• IT Support Lead Kenya and Nigeria offices as well as Affiliates within Middle Africa

Team Leadership Customer Service Communication Service Delivery Interpersonal Skills English

EUS IT Support Team Leader

Airtel Kenya

Jan 2015 - Jun 2019 (4 years 5 months)

Led and prioritized IT support workloads across Airtel shops and branches, overseeing regional daily system performance and providing technical and managerial leadership to the support team.

Management Team Leadership Customer Service Communication Analytical Skills Service Delivery Interpersonal Skills English Prioritization Technical Leadership

EUS IT Support Team Leader (Shops and Regions)

Airtel Kenya

Jan 2015 - Jun 2019 (4 years 5 months)

•• Lead and prioritize the Support team’s work load at Airtel Shops and Branches
• Oversee the daily performance of computer systems in the regions.
• Provide technical and managerial leadership to the IT Support Team