KTDA Holdings Ltd, a leading player in Kenya’s agriculture and agribusiness sector, is seeking to recruit a dynamic, results-oriented, and experienced professional to fill the pivotal role of Head of ICT Services. This position offers a rare opportunity to influence the strategic direction of ICT service delivery across one of the country’s most respected and expansive corporate groups.
The Kenya Tea Development Agency Holdings (KTDA) is the umbrella body that manages tea farming and processing operations for small-scale farmers across Kenya. With a deep commitment to innovation, efficiency, and excellence in service delivery, KTDA’s ICT division plays a crucial role in supporting the Group’s operational and strategic objectives.
The Head of ICT Services will report directly to the Group General Manager – ICT and will be tasked with spearheading the delivery of superior ICT infrastructure and support services, managing the helpdesk operations, overseeing system implementations, enforcing IT policies, and guiding digital transformation initiatives across the KTDA Group.
This position calls for a seasoned ICT professional with an exceptional track record of leadership in service management, project implementation, policy development, and stakeholder engagement within a complex organizational environment.
Role Overview
Job Title: Head of ICT Services
Reports To: Group General Manager, ICT
Employer: KTDA Holdings Ltd
Location: Nairobi, Kenya
Application Deadline: 1st August 2025
Application Mode: Apply Online via KTDA Recruitment Portal
Key Responsibilities
As Head of ICT Services, the successful candidate will take ownership of the operational and strategic aspects of the ICT Services Department. Key duties will include, but are not limited to, the following:
1. Strategic and Policy Leadership
- Develop departmental objectives and strategies aligned with divisional goals and KTDA’s corporate strategy.
- Formulate and implement ICT service policies, guidelines, and procedures that ensure streamlined service delivery.
- Interpret divisional policies for effective alignment with operational goals.
2. Service Delivery Management
- Oversee the development and implementation of a robust service strategy that ensures effective delivery of quality ICT services aligned to business needs.
- Establish and maintain a professional and efficient service desk structure that meets the ICT support demands of the entire KTDA Group.
- Ensure timely allocation and reallocation of ICT equipment across departments, including disposal planning for obsolete devices.
- Coordinate rollout and implementation of ICT systems and services across the group, ensuring projects are delivered on time and within scope.
3. Performance Monitoring and Continuous Improvement
- Set performance indicators and conduct quarterly reviews to assess departmental achievements.
- Review ICT services performance reports and processes, implementing corrective actions where necessary to drive continuous improvement.
- Facilitate the implementation of incident, problem, and configuration management processes, ensuring proper documentation and version control.
- Develop and maintain an updated ICT services catalogue and orientation materials for KTDA clients.
4. Compliance, Risk Management and Standards Enforcement
- Monitor and enforce compliance with ICT policies, standards, and procedures across the group.
- Maintain oversight of ICT equipment replacement policies and ensure inventory is up to date in liaison with department heads.
- Develop risk mitigation strategies related to ICT service interruptions and system failures, ensuring business continuity and minimal service disruptions.
5. Budgeting and Resource Management
- Participate in divisional budget preparation and manage departmental budget allocations efficiently.
- Ensure proper management and utilization of ICT resources to enhance operational efficiency.
- Facilitate automation initiatives that minimize manual processes and foster client-friendly ICT solutions.
6. Stakeholder Engagement and Relationship Management
- Build and maintain professional relationships with internal and external customers to better identify and serve evolving business needs.
- Facilitate the development and negotiation of Service Level Agreements (SLAs) between ICT and business units, as well as with third-party vendors.
- Ensure that agreed SLAs are strictly adhered to and that performance is tracked for accountability and improvement.
7. Project and Change Management
- Lead the planning, resourcing, and implementation of major ICT projects, including those involving external service providers.
- Manage cross-functional ICT project teams, ensuring clear direction and accountability.
- Ensure that change management processes are well-documented and executed with minimal disruption to operations.
8. Human Capital Development and Performance Management
- Develop departmental work plans and monitor implementation progress.
- Oversee performance appraisals and professional development of ICT Services staff.
- Foster a high-performance culture through coaching, mentoring, and capacity building.
Key Qualifications and Professional Requirements
To qualify for this challenging but rewarding position, applicants must meet the following criteria:
- A Bachelor’s Degree in Computer Science, ICT, or other closely related fields.
- A minimum of ten (10) years of relevant experience, preferably in ICT service delivery within a large or complex organization.
- A Master’s Degree in a business-related field is an added advantage.
- Professional certifications such as MCSE, MCSP, CCNA, or CCNP are required.
- Active membership in the Computer Society of Kenya or another relevant professional body.
- Demonstrated expertise in managing departmental budgets, resources, service operations, and ICT projects.
- Strong knowledge of industry standards, regulatory requirements, and trends relevant to ICT service management.
- Proven ability to work effectively both as a team leader and as part of a team in achieving goals and overcoming challenges.
- Excellent organizational and strategic planning skills, with a demonstrated ability to set and evaluate departmental goals.
- Capacity to work under pressure, handle multiple tasks, and meet strict deadlines.
- Exceptional analytical and problem-solving abilities.
- High levels of integrity, professionalism, and adherence to ethical standards.
- Excellent leadership, communication, and interpersonal skills.
Why Join KTDA?
KTDA offers a dynamic and inclusive work environment that fosters innovation, integrity, and impact. As a leader in agribusiness, KTDA is committed to advancing sustainable growth, supporting tea farmers, and providing high-quality services through sound governance and technology.
As the Head of ICT Services, you will have a chance to play a key role in advancing KTDA’s digital transformation agenda and in shaping the organization’s future through cutting-edge technology solutions. This position offers opportunities for professional growth, leadership development, and the chance to contribute to the socioeconomic development of thousands of smallholder farmers across Kenya.
You will be joining a reputable institution that values teamwork, professional excellence, and service to the community. This is your opportunity to make a tangible difference in the lives of many, through effective technology-led solutions.
How to Apply
Interested and qualified individuals are invited to submit their applications online via the KTDA Recruitment Portal no later than 1st August 2025.
Please note the following:
- Only shortlisted candidates will be contacted.
- Canvassing of any form will result in automatic disqualification.
- KTDA Holdings Ltd is an equal opportunity employer and values diversity in its workforce.
If you are a seasoned ICT leader looking for your next career-defining role and want to be part of a forward-looking organization that values excellence and innovation, this could be the opportunity for you.
