M-Pesa Africa: Senior Manager - Service Operations

,

,

• . No CSS classes, no inline styles, no
  , no
  . Must preserve all original content word-for-word, but we need to strip out the HTML tags and formatting like   and etc. We must preserve the text content exactly as originally, but we can remove tags and replace with appropriate with HTML elements. We need to parse the given raw HTML (which is messy) and produce cleaned HTML. We must keep all text content, but we can remove tags like

  , , , etc. However we need to wrap paragraphs in

  , headings in

  , lists in

  • . We must not add or remove any content. We need to identify sections: The job description includes introductory paragraphs, then "Must-Have Experience / Qualifications:" as a header, then list items. Then "Preferred Experience:" header, list. Then "Core Competencies:" header, list. Then "Key Accountabilities:" header, then subheadings "Impact on the business", "Customers, suppliers and third parties", "Leadership and teamwork", "Innovation, governance, risk and compliance". Those subheadings likely should be

    as well? The instruction: Use

    for section headers (e.g. Responsibilities, Qualifications, Requirements, Education, Experience, Skills, How to Apply, Key Duties, About the Role). It doesn't forbid using for other headings. Likely we should treat each bold heading as

    . Also subheadings like "Impact on the business" maybe also

    or maybe just bold within

    ? But we need to preserve content word-for-word, but we can change formatting: we can replace with

    if it's a section header. However we must not add or remove content; changing tags is allowed as long as we keep the text. The instruction: "Preserve ALL original content word-for-word — do not add, remove, summarise, or rephrase". Changing tags is not adding/removing text, just changing markup. So we can convert to

    for headings. We need to strip out all inline styling, classes, etc. Also remove   entities (they are just spaces). We should replace them with normal spaces. We need to output only HTML, no markdown fences. Let's extract the text content. I'll manually parse. Original snippet:

    The Senior Manager-Service Operations is accountable for end-to-end Technology Operations across M-PESA Africa markets, ensuring reliable, resilient, secure and cost-effective services that support business growth, customer experience and operational excellence. 

    
    The role provides leadership across Technical Operations, Service Management, Office IT Operations (OIT), Enterprise Application Support, Observability, Automation, Vendor Management, Financial Management and Operational Governance. 
    The role governs 24x7 operations, including monitoring, Service Desk, Level 1 and Level 2 support, major incident response, production support and enterprise operational services. It ensures critical platforms operate through clear support models, defined accountabilities, service levels, escalation paths, runbooks, resilience controls and operational readiness standards. 

    
    The role is accountable for the effectiveness and continual improvement of all ITIL-aligned service management processes while embedding Agile ways of working, strong stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management across operating markets. 

    
    The role drives the transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high-performing and highly engaged operations team. 
     

    Then:

    Must-Have Experience / Qualifications:

    • Degree in Technology, Engineering, Computer Science or a related field. 
    ... etc. We need to convert each
    • content to plain text (strip span,  ). Keep the bullet points. After that:

       

       Preferred Experience:

      • Mobile financial services, fintech, payments, banking, telecommunications or other regulated digital technology environments. 

      ... etc. Note there are extra

      inside

      • . We need to flatten: just keep the text. After that:

         

        Then:

        Core Competencies: 

        • Strategic leadership, people leadership, talent development, coaching, executive communication and high employee engagement.

        ... etc. Then:

        Key Accountabilities:

        Impact on the business

        • ... etc. Then:

          Customers, suppliers and third parties

          ... Then:

          Leadership and teamwork

          ... Then:

          Innovation, governance, risk and compliance

          ... We need to output HTML with appropriate headings. We'll treat each (or ) as a heading

          . For subheadings under Key Accountabilities, they are also tags, so also

          . We need to ensure we don't duplicate headings. We'll produce:

          Must-Have Experience / Qualifications:

          • Degree in Technology, Engineering, Computer Science or a related field.
          ...

          Similarly for Preferred Experience, Core Competencies. Then:

          Key Accountabilities:

          Impact on the business

          ...

          Then:

          Customers, suppliers and third parties

          ...

          Then:

          Leadership and teamwork

          ...

          Then:

          Innovation, governance, risk and compliance

          ...

          Now we need the introductory paragraphs before the first heading. Those are the first few

          blocks. We'll combine them into

          elements (maybe multiple paragraphs). We need to preserve line breaks? The original had
          tags inside

          . We should treat
          as line break but we are not allowed to use
          . We could just keep the text as is, ignoring
          (they just add a line break). Since we cannot use
          , we could just keep the text and let it flow; but we must preserve content word-for-word, meaning we cannot remove the
          but we can replace with a space? The instruction says preserve ALL original content word-for-word — do not add, remove, summarise, or rephrase. If we remove
          we are removing content (the
          tag). However
          is not visible text; it's markup. The instruction likely refers to textual content, not markup. Usually they mean preserve the wording, not the exact HTML tags. Since we are converting to new HTML, we can change tags. So we can drop
          . We'll just produce paragraphs. Thus we need to extract the textual content of those intro paragraphs. Let's extract them manually. First paragraph: "The Senior Manager-Service Operations is accountable for end-to-end Technology Operations across M-PESA Africa markets, ensuring reliable, resilient, secure and cost-effective services that support business growth, customer experience and operational excellence." Second paragraph (after
          ): "The role provides leadership across Technical Operations, Service Management, Office IT Operations (OIT), Enterprise Application Support, Observability, Automation, Vendor Management, Financial Management and Operational Governance." Then after
          : "The role governs 24x7 operations, including monitoring, Service Desk, Level 1 and Level 2 support, major incident response, production support and enterprise operational services. It ensures critical platforms operate through clear support models, defined accountabilities, service levels, escalation paths, runbooks, resilience controls and operational readiness standards." Third paragraph: "The role is accountable for the effectiveness and continual improvement of all ITIL-aligned service management processes while embedding Agile ways of working, strong stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management across operating markets." Fourth paragraph: "The role drives the transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high-performing and highly engaged operations team." There may be extra spaces or   but we ignore. Thus we will output four

          elements for these. Now we need to extract list items. Let's extract Must-Have Experience / Qualifications list items: From the HTML:

          Degree in Technology, Engineering, Computer Science or a related field. 

          15+ years of experience leading enterprise technology operations in complex, mission-critical environments. 

          Proven leadership of large-scale support, service management and operational teams in different locations or regions. 

          Strong knowledge of ITIL-aligned service management practices. 

          Experience leading 24x7 operations, monitoring and incident response functions. 

          Experience managing enterprise vendors, suppliers and managed service providers. 

          Experience managing operational budgets, cost optimisation and financial governance. 

          Strong stakeholder management and executive communication skills. 

          Experience working across regulated and multi-country operating environments. 

          Experience supporting audit, risk, compliance and regulatory requirements. 

          Agile leadership experience within product-oriented delivery environments. 

          Demonstrated success in operational transformation, automation and continuous improvement. 

          We need to strip   and trailing spaces and periods? Keep the text exactly as appears, but replace   with space. Also there may be double spaces; we can collapse? Probably keep single spaces. Let's produce each item text: 1. Degree in Technology, Engineering, Computer Science or a related field. 2. 15+ years of experience leading enterprise technology operations in complex, mission-critical environments. 3. Proven leadership of large-scale support, service management and operational teams in different locations or regions. 4. Strong knowledge of ITIL-aligned service management practices. 5. Experience leading 24x7 operations, monitoring and incident response functions. 6. Experience managing enterprise vendors, suppliers and managed service providers. 7. Experience managing operational budgets, cost optimisation and financial governance. 8. Strong stakeholder management and executive communication skills. 9. Experience working across regulated and multi-country operating environments. 10. Experience supporting audit, risk, compliance and regulatory requirements. 11. Agile leadership experience within product-oriented delivery environments. 12. Demonstrated success in operational transformation, automation and continuous improvement. Note: In item 5 there is a comma after operations, then monitoring. Keep as is. Now Preferred Experience list items: From HTML:

          Mobile financial services, fintech, payments, banking, telecommunications or other regulated digital technology environments. 

          Experience operating services across multiple African markets or multinational technology environments.

          Observability, AIOps, automation, ITSM platforms, self-healing operations and Zero Touch Operations. 

          Experience establishing or scaling operations for new markets or services, including localisation, vendor consolidation, managed service redesign, transition to BAU and operational cost optimisation.

          We need to extract text: 1. Mobile financial services, fintech, payments, banking, telecommunications or other regulated digital technology environments. 2. Experience operating services across multiple African markets or multinational technology environments. 3. Observability, AIOps, automation, ITSM platforms, self-healing operations and Zero Touch Operations. 4. Experience establishing or scaling operations for new markets or services, including localisation, vendor consolidation, managed service redesign, transition to BAU and operational cost optimisation. Note: In item 1 there is a double space? We'll normalize. Now Core Competencies list items: From HTML:

          Strategic leadership, people leadership, talent development, coaching, executive communication and high employee engagement.

          Stakeholder management, vendor management, financial management, budget control, commercial acumen, governance and compliance.

          Technology operations leadership, ITIL service management, operational resilience, service delivery management, major incident leadership and business continuity.

          Agile leadership, operating model design, digital transformation, automation, AIOps, Zero Touch Operations, change leadership and innovation management.

          Risk management, audit readiness, regulatory awareness, data-driven decision making, structured problem solving, root-cause analysis, customer focus, collaboration and results orientation.

          Strategic thinking, decision making, structured problem solving, customer focus, collaboration, accountability and integrity. 
           

          We need to extract each: 1. Strategic leadership, people leadership, talent development, coaching, executive communication and high employee engagement. 2. Stakeholder management, vendor management, financial management, budget control, commercial acumen, governance and compliance. 3. Technology operations leadership, ITIL service management, operational resilience, service delivery management, major incident leadership and business continuity. 4. Agile leadership, operating model design, digital transformation, automation, AIOps, Zero Touch Operations, change leadership and innovation management. 5. Risk management, audit readiness, regulatory awareness, data-driven decision making, structured problem solving, root-cause analysis, customer focus, collaboration and results orientation. 6. Strategic thinking, decision making, structured problem solving, customer focus, collaboration, accountability and integrity. Note: In item 6 there is   around accountability; we replace with space. Also there is a trailing
            which we ignore. Now Key Accountabilities sections. First heading:

          Key Accountabilities:

          -> h4. Then subheading:

          Impact on the business

          -> h4. Then list under Impact on the business: From HTML:

          • Ensure stable, reliable and resilient technology services across M-PESA Africa markets, aligned to agreed service levels, regulatory expectations and customer experience outcomes. 

          • Own end-to-end operational service performance across critical platforms, enterprise applications, shared services, revenue-generating services, revenue protection platforms, AML/financial crime platforms and market-facing capabilities.

          • Lead the Technology Operations operating model covering Service Management, Technical Operations, OIT, UAM, Enterprise Applications, Observability, Enterprise Tools and supplier operations.

          • Accountable for all ITIL-aligned service management processes, ensuring governance, process maturity, operational discipline, compliance, continual improvement and customer satisfaction.

          • Ensure 24/7 monitoring and event management coverage for critical services, with effective alerting, triage, escalation, event correlation and service degradation detection.

          • Own 24/7 incident response capability for priority incidents, including command-and-control, major incident mobilisation, stakeholder visibility and restoration discipline.

          • Ensure support teams have clear scope, shift coverage, triage procedures, escalation paths, knowledge articles, SOPs, runbooks and measurable targets. 
          • Govern OIT and UAM operations, including workplace technology support, productivity platforms, access operations, evidence readiness