Job Vacancy at Diageo (EABL): IT Service Delivery Lead – Dar es Salaam, October 2026

Company: Diageo / East African Breweries PLC (EABL)
Job Title: IT Service Delivery Lead
Location: Dar es Salaam, Tanzania
Job Category: Information Technology (IT)
Employment Type: Regular, Full-Time
Job Posting Date: October 28, 2026
Job Reference Number: JR1131517
Application Deadline: Not specified in the provided announcement.

1. About the Company

East African Breweries PLC (EABL) is one of East Africa’s leading branded beverage businesses, with a diverse portfolio of beer, spirits, and adult non-alcoholic drinks.

The company operates across Kenya, Uganda, and Tanzania, with breweries, distilleries, support industries, and an extensive regional distribution network. It also maintains export operations within and beyond the wider East African region.

EABL operates in a multicultural, multinational, and multicurrency environment, managing various regulatory, tax, and compliance requirements. The company is publicly listed on the stock exchanges of Kenya, Uganda, and Tanzania.

2. Purpose of the Role

The IT Service Delivery Lead will ensure that the technology environment supporting employees and business operations remains reliable, secure, compliant, and fit for purpose.

The role involves managing IT services, end-user technology, infrastructure, service partners, technology assets, operational controls, and continuous service improvement initiatives.

The successful candidate will work closely with business stakeholders, technology teams, and external service providers to deliver effective IT services and improve employee productivity and business performance.

3. Key Responsibilities

A. IT Service Delivery and Performance Management

• Oversee the day-to-day governance of IT service delivery within the market.
• Monitor service performance against agreed IT service management processes and service-level agreements.
• Lead the market response to significant service interruptions and maintain effective communication with business stakeholders throughout the incident lifecycle.
• Drive continuous service improvement by analysing service trends, customer experience, recurring incidents, demand patterns, and operational performance.

B. Business Relationship and Stakeholder Management

• Act as the primary Enterprise Services contact for business stakeholders in the market.
• Understand business priorities, technology dependencies, and service requirements.
• Lead regular service reviews covering performance, risks, priorities, and improvement actions.

C. Supplier and Partner Management

• Provide operational leadership and oversight of third-party service providers supporting the market.
• Ensure outsourced support resources have clearly defined responsibilities, objectives, escalation procedures, and service expectations.
• Review supplier performance in collaboration with procurement, commercial, and regional technology teams.

D. Infrastructure and Workplace Technology

• Oversee the health, availability, and lifecycle management of IT infrastructure.
• Coordinate with technology teams and suppliers to ensure effective network and connectivity management.
• Identify and address infrastructure risks, capacity constraints, technology obsolescence, and lifecycle concerns.
• Support infrastructure refreshes, upgrades, and remediation activities, ensuring business readiness before implementation.
• Ensure infrastructure changes follow appropriate change governance and operational readiness processes.

E. End-User Computing and Employee Technology Experience

• Ensure employees have access to reliable, secure, and fit-for-purpose workplace technology.
• Oversee technology requirements for employee onboarding, role changes, and departures.
• Maintain appropriate governance over device allocation, replacement, repairs, stock management, and lifecycle refreshes.
• Monitor end-user support demand and identify recurring issues and opportunities to improve employee experience.
• Promote the adoption and effective use of approved workplace technologies, collaboration platforms, and productivity tools.

F. Data, Analytics, and Digital Workplace Enablement

• Promote the adoption and effective use of approved digital workplace, collaboration, analytics, and artificial intelligence (AI) platforms.
• Work with business teams to identify opportunities for data, automation, analytics, and Generative AI to improve productivity and decision-making.
• Promote effective use of Microsoft 365 technologies, including SharePoint Online, Microsoft Teams, Power Platform, and other approved collaboration tools.
• Support compliance with data management, information sharing, access control, and digital content management requirements.
• Promote self-service reporting and analytics using platforms such as Power BI, in line with enterprise data governance standards.
• Identify opportunities to use emerging technologies, including automation and AI-enabled solutions.
• Ensure appropriate training, awareness, and change management activities are implemented to maximize the value of new digital capabilities.

G. Cybersecurity, Controls, and Compliance

• Promote compliance with applicable information security requirements, technology controls, and IT policies.
• Escalate technology risks and ensure identified control gaps have clear remediation plans and accountable owners.
• Promote cybersecurity awareness and appropriate security practices among employees and technology support teams.

H. Financial Management

• Ensure technology expenditure is properly planned, approved, monitored, and accounted for.
• Prepare accurate forecasts and Opportunities and Risks reports in collaboration with Finance and relevant IT teams.
• Identify opportunities for service optimization and sustainable cost reduction without compromising service quality, resilience, or security.
• Ensure technology investment proposals are supported by business justification, lifecycle considerations, and risk assessments.

I. People Management and Leadership

• Provide operational leadership to outsourced technical support teams.
• Establish clear expectations, priorities, and performance standards for support personnel.
• Promote customer service, accountability, ownership, continuous improvement, and effective problem-solving.
• Support the development of technical capabilities and knowledge within market support teams.
• Demonstrate integrity, authenticity, confidentiality, and sound ethical judgment when handling business information and making decisions.

4. Academic Qualifications

Applicants must possess:

• A Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.

5. Required Skills and Experience

Candidates should demonstrate the following qualifications and competencies:

• At least seven years of experience managing IT services in a complex corporate or multisite environment.
• Strong knowledge of IT Service Management (ITSM) practices. ITIL certification or equivalent experience is preferred.
• Experience managing outsourced IT support services, vendors, and technology partners.
• Broad understanding of enterprise infrastructure, networks, workplace technologies, collaboration platforms, applications, cybersecurity, data analytics, and digital transformation.
• Strong stakeholder management, communication, problem-solving, and leadership skills.
• Working knowledge of Microsoft 365, SharePoint Online, Microsoft Teams, and OneDrive.
• Understanding of data analytics and visualization platforms, particularly Power BI, and the ability to translate business requirements into meaningful reports and insights.
• Knowledge of enterprise data governance, data quality, information lifecycle management, and data security principles.
• Familiarity with Microsoft Power Platform tools, including Power Automate, Power Apps, and Power BI, and their application in business process automation.
• Understanding of Generative AI tools such as Microsoft Copilot, including governance, security, and responsible AI considerations.
• Ability to identify and implement technology innovations that improve operational efficiency, employee productivity, and business outcomes.
• Experience supporting user adoption, change management, and capability development for new digital technologies and platforms.

6. Working Environment and Employee Benefits

Diageo values flexibility and supports employees in managing their wellbeing and balancing professional and personal priorities.

The company offers a competitive rewards and benefits package and promotes a diverse, inclusive working environment where employees can contribute, learn, and develop professionally.

Employees have opportunities to collaborate with colleagues from different backgrounds, strengthen their capabilities, and contribute to business growth and continuous improvement.

Applicants who require reasonable adjustments during the recruitment process should provide the relevant information when submitting their applications.

7. Employment Details

• Worker Type: Regular
• Primary Location: Dar es Salaam, Tanzania
• Job Posting Start Date: October 28, 2026
• Job Reference: JR1131517

8. How to Apply

Interested and qualified candidates should submit their applications through Diageo’s official careers portal.

CLICK HERE TO APPLY

Applicants should review the official job description and ensure that their CV highlights relevant experience in IT service management, infrastructure, vendor management, cybersecurity, Microsoft 365, and digital workplace technologies.

Note: The supplied announcement does not state a closing date. Applicants should check the official recruitment portal for the latest application status.