Summary
Overview
Work History
Education
Skills
Timeline
Generic

Duncan Magori

Nairobi

Summary

Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.

Overview

23
23
years of professional experience

Work History

Program Manager/Market Delivery Manager

MPESA AFRICA
09.2023 - Current
  • Tasked with restoring structure following the departure of the previous Project Manager by streamlining and updating all project plans.
  • Led the development and implementation of new communication and reporting frameworks, including formalized meeting cadences and weekly reporting structures.
  • Oversee the day-to-day operational, technical, and logistical aspects of multiple projects, with a focus on proactive risk identification and mitigation.
  • Ensure all project documentation is accurate, up to date, and appropriately stored to support effective governance and audit readiness.
  • Champion robust project governance by establishing structured frameworks and ensuring compliance with documentation standards across the portfolio.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Leveraged project management processes and tools to define and execute projects.
  • Maintain consistent communication with stakeholders, providing timely updates on project plans, schedules, risks, and changes to ensure alignment and accountability across teams.
  • Collaborate with cross-functional project teams across several African markets to drive initiatives aimed at enhancing operational efficiency, improving service stability, and reducing costs.
  • Act as a key liaison between local market teams and Group-level leadership, delivering strategic programme updates, reports and insights to ensure visibility and alignment at the executive level.
  • Managed cross-functional teams for the successful project completion for key operational monitoring tools and support consolidation within deadlines and budgets.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.

Project Manager (Enterprise Projects Delivery)

SAFARICOM PLC
02.2010 - 09.2023
  • Analyze project scope and contractual elements, plan, identify and mobilize resources needed. Liaise with relevant technical and customer service teams internal and external to plan project work and ensure that the linkages between the various teams capture all the tasks that need to be carried out in a specific project within a specific timeframe.
  • Develop and execute project implementation schedules and plans and revise them as appropriate to meet changing needs and customer requirements. Effectively apply standard project implementation methodology and enforce quality standards. Coordinate and manage all cross functional (cross team) activities & 3rd party roles for project success.
  • Track and manage day-to-day operational, technical and logistical aspects of projects. Identify and mitigate risks. Ensure project documents are complete, current, and appropriately.
  • Keep project stakeholders regularly informed of project plans, schedules and changes through timely status reports. Communicate essential project information to cross functional teams and conduct follow through for timely action.
  • Prepare project documentation and review deliverables before handover to client. Conduct service User Acceptance Tests (UAT) prior to project commissioning. Provide copies of relevant documentation to the Business Support Team for onward service support & SLA enforcement. Ensure timely and accurate billing by Finance.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Provided detailed project status updates to stakeholders and executive management.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Planned, designed, and scheduled phases for large projects.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.

IT Corporate Support Analyst

SAFARICOM PLC
10.2007 - 01.2010
  • Implementation of messaging solutions, broadband connectivity solutions and direct connectivity to corporate clientele within agreed timelines, little or no repeat jobs on client sites.
  • Offer training to an organized audience both to staff and clientele.
  • Identification of Corporate client's business needs and taking steps towards resolving these issues.
  • Ensure customer satisfaction by follow up of issues to completion within the shortest time possible.
  • Plan tasks daily and report back complete schedule against what was assigned.
  • Provision of documentation of assigned tasks by supervisor.
  • Provision of installation guides for user end device installations where required.
  • Completion of all assigned projects to the team.
  • Follow up on existing projects within Department involvement of the team where necessary.

Data Support Analyst

SAFARICOM PLC
11.2006 - 10.2007
  • Processed, examined, and certified administrative receipts and disbursements. Tracked metrics and performance indicators. Assisted external auditors with document collection for audits.
  • Delivery of high customer service to our premium customers through timely response to customer data queries in liaison with the support centre, VAS and Corporate sales.
  • Escalation of complaints not solved on-line to the call centre Team Manager, VAS, Corporate sales and support center through remedy.
  • Providing high quality training and coaching to CCR's on data products and services in order to increase first call resolution in customer management.
  • Availing timely, accurate, dependable, and up-to- date information on data services on the intranet(research, testing of data solutions).
  • Educating customers on data products through customer visits, phone clinics/fairs organised by sales/marketing department. Carry out any additional duties/projects requested by the Team Manager.

Customer Care Representative - Line 100

SAFARICOM PLC
01.2005 - 11.2006
  • To respond to all customer queries and requests promptly and provide information and assistance to subscribers, while ensuring that the set Customer management standards are highly maintained.
  • Delivery of high quality customer service. Respond and handle customer queries/requests in the call centre.
  • Adherence to Schedule - % Log-in Time.
  • Makes decisions on providing relevant information requested by customers through the defined procedures. Issues that cannot be solved on line are escalated to the Team Manager, Support Centre, NMC.
  • Planning own work, planning own time as per scheduled shifts.
  • Responsible for Resources and equipment assigned e.g. Headset, locker key, PC etc.

Corporate Trainer

INSTITUTE OF ADVANCED TECHNOLOGY
03.2004 - 12.2004
  • Train clients in various computer packages and programming languages according to set standards and help participants prepare for exams.
  • Assess and/or grade participants performance according to the set procedures.
  • Maintain accurate and up-to-date records of participants.
  • Perform pre-course preparation and review subjects performance.
  • Prepare customized training schedules especially for off-site and one-on-one classes.
  • Advice clients on IT related issues e.g. career choice, acquiring hardware & software.
  • Give feedback and ideas on improvement of courseware.
  • Give recommendations on clients training requirements based on questionnaires filled by clients.
  • Assist the center manager to implement and maintain quality systems, procedures and standards.
  • Timely installations of training software in class machines in offsite centers.
  • Trouble-shooting and fixing software and hardware problems that occur in class and in offsite Centers.
  • Liaise with the Sales department to meet special requirements of clients.

End User Training and Programming Instructor

INSTITUTE OF ADVANCED TECHNOLOGY
05.2002 - 03.2004
  • Train clients in various computer packages and programming languages according to set standards
  • Assess and/or grade participants performance according to the set procedures
  • Maintain accurate and up-to-date records of participants
  • Organize meetings with colleagues to review subjects performance
  • Perform pre-course preparation.
  • Assist participants and help them to prepare for exams.
  • Advise clients on IT related issues e.g. career choice, acquiring hardware & software.
  • Give feedback and ideas to IRD e.g. corrections/modifications or improvements to be done on the courseware.
  • Give recommendations on clients training requirements based on questionnaires filled by clients.
  • Assist the center manager to implement and maintain quality systems, procedures and standards
  • Any other tasks assigned by management

Education

Anti Money Laundering 101 -

Knowbe4
07-2025

Anti Money Laundering Training -

Safaricom
10-2024

Scrum Fundamentals Certified -

SCRUMstudy
07.2018

Prince2 Agile -

Axelos
06.2018

MSP Foundation & Practitioner -

Axelos
12.2014

Prince2 Foundation -

Axelos
11.2011

CCNA -

Cisco
03.2011

IT & Telecom Project Management -

E-development
10.2010

ITIL V3 Foundation -

PeopleCert
10.2010

M.C.S.E -

Microsoft Corporation
09.2004

Bachelor of Education - Mathematics and Chemistry

Kenyatta University
10.2002

Skills

  • Project/Programme management
  • Decision-making
  • Manage End-to-end project lifecycle
  • Risk assessment and mitigation
  • Stakeholder engagement
  • Remote team management
  • Team leadership
  • Customer service
  • Problem-solving
  • Clear and concise communication
  • Project scheduling & Planning

Timeline

Program Manager/Market Delivery Manager

MPESA AFRICA
09.2023 - Current

Project Manager (Enterprise Projects Delivery)

SAFARICOM PLC
02.2010 - 09.2023

IT Corporate Support Analyst

SAFARICOM PLC
10.2007 - 01.2010

Data Support Analyst

SAFARICOM PLC
11.2006 - 10.2007

Customer Care Representative - Line 100

SAFARICOM PLC
01.2005 - 11.2006

Corporate Trainer

INSTITUTE OF ADVANCED TECHNOLOGY
03.2004 - 12.2004

End User Training and Programming Instructor

INSTITUTE OF ADVANCED TECHNOLOGY
05.2002 - 03.2004

Scrum Fundamentals Certified -

SCRUMstudy

Prince2 Agile -

Axelos

IT & Telecom Project Management -

E-development

M.C.S.E -

Microsoft Corporation

Anti Money Laundering 101 -

Knowbe4

Anti Money Laundering Training -

Safaricom

MSP Foundation & Practitioner -

Axelos

Prince2 Foundation -

Axelos

CCNA -

Cisco

ITIL V3 Foundation -

PeopleCert

Bachelor of Education - Mathematics and Chemistry

Kenyatta University

Similar Profiles

CREATE PROFILE
Duncan Magori