HoD Digital Business Support Systems

Safaricom Kenya

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

Job Description

• Reporting to the Chapter Lead – Digital IT, the HoD Digital Business Support Systems will provide strategic planning, modernization leadership, and operations excellence for the Business Support Systems (BSS) domain. The role drives the end-to-end delivery of agile, AI-enabled BSS that enable customer acquisition, revenue management, and digital service evolution across Revenue Management, Value Added Services (VAS), Enterprise Integration, Contact Centre, Order Management, and Financial Reporting.
• The role holder champions the shift from monolithic legacy platforms to simplified, cost-efficient, cloud-native, AI-native, TMF Open API-compliant architectures; leads the transformation to intelligent, predictive CARE and digital self-service; and accelerates time-to-market through composable platforms, reusable templates, and centralized SRE. Working with the senior executive team, business leaders, and external partners, the role ensures systems and services are reliable, secure, scalable, and future-proof — delivering operational discipline, commercial enablement, and superior customer experience across the full lifecycle.

Responsibilities

• BSS Modernization & Platform Strategy – Lead the transformation from complex monolithic platforms to simplified, cost-efficient, cloud-native BSS. Define and execute the 3-year technical roadmap (LRP) ensuring TMF Open API compliance, AI-native architecture, and composable platform design. Own architecture standards for BSS, VAS, and integration platforms. Drive vendor selection, partnership strategy, and data governance.
• Intelligent CARE & Digital Customer Experience – Transform fragmented channel tools into digital-first, AI-driven self-service CARE platforms. Embed AI, automation, and agentic systems to execute customer events including predictive CARE. Enable converged customer care platforms (Customer 360 / MDM) and intelligent, insights-led GTM tooling for trade, retail, and marketing.
• Agile Delivery & Time-to-Market Acceleration – Shift from ticket-based waterfall delivery to composable modern platforms supporting weekly releases with automated regression and testing. Drive reusable artefacts built centrally and shared across Tribes. Reduce time-to-market by >30% through “build once — use many” templates. Ensure 100% delivery yield on all PI commitments.
• Centralized SRE & Operational Excellence – Establish and lead centralized Platform & SRE squads enabling 24/7 maintenance, predictive ops, and zero-touch operations for all business squads. Ensure >99.99% system availability and MTTR