Sam Kilungoh
Regional IT Service Delivery Manager | East Africa
Nairobi
Summary
Results-driven Regional IT Service Delivery Manager with 17+ years of experience in software development, IT operations, and service delivery across East Africa. Proven expertise in Payments Technology, FinTech, Business Process Automation, Low-Code Platforms, SaaS, and IT Governance.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Regional Service Delivery Manager – East Africa
Sybrin
07.2024 - Current
- - Overseeing service delivery across Kenya, Uganda, Rwanda, Tanzania, and Burundi.
- - Ensuring seamless operations and client satisfaction in collaboration with the South Africa office.
- - Leading high-impact FinTech and banking sector projects: CTS, ACH, SWIFT ISO, DCAM, EDMS, Workflow Automation.
- - Strengthening stakeholder relationships and improving client retention across Sybrin customers in East Africa.
- - Coordinate with cross-regional teams to align delivery standards and governance.
- - Develop technical capability through coaching and mentorship.
- - Ensure compliance with IT governance, security, and quality standards.
- - Oversee SLA adherence, incident management, and continuous service improvement.
- - Lead multi-country client engagements and maintain strong customer relationships in East Africa.
- - Ensure consistent and high-quality IT service delivery across the East Africa region.
Technical Manager
Sybrin
08.2018 - 11.2024
- - Managed technical operations and solution deployments across East Africa.
- - Drive continuous optimization of payment processing workflows within Sybrin systems.
- - Manage technical escalations related to Payment Systems and coordinate fixes with development teams.
- - Ensure compliance with regional payment standards and clearing regulations.
- - Oversee Sybrin Payment Solutions across East Africa including Cheques, EFTs, and Direct Debits (DDs).
- - Oversee solution deployment, upgrades, and integrations for banking clients.
- - Supervise technical teams delivering software solutions and support services.
- - Collaborate with cross-functional teams to deliver end-to-end solutions.
Senior Software Engineer
Sybrin
08.2012 - 07.2018
- - Led full-stack software development for financial and workflow automation systems.
- - Develop and enhance Sybrin Payment Solutions including Cheque Truncation, EFT processing, and DD workflows.
- - Developed and enhanced payment solutions, BPM workflows, and EDMS capabilities.
- - Integrate Sybrin payments modules with core banking systems for East African financial institutions.
- - Conduct performance tuning for high-volume payment processing environments.
- - Mentored junior engineers and ensured adherence to coding, security, and documentation standards.
- - Lead root-cause analysis for incidents and implement corrective measures.
- - Support deployments, system upgrades, and environment configurations.
Support Engineer
Sybrin
02.2008 - 07.2012
- - Provide Level 1 & Level 2 support for Sybrin Payments Systems (Cheques, EFTs, DDs).
- - Support end-users and bank operations teams on Sybrin payment modules.
- - Monitor Sybrin payment platforms to ensure smooth clearing and settlement operations.
- - Troubleshoot and resolve incidents affecting cheque processing, EFT routing, or DD automation.
- - Ensure stability, uptime, and performance of Sybrin payments platforms across regional banking clients.
- - Assisted in solution deployments and end-user training.
- - Support deployments, system upgrades, and environment configurations.
Application Support Engineer
Kenya Commercial Bank – KCB
07.2007 - 02.2008
- - Supported IT applications within the banking environment.
- - Ensured system uptime, incident resolution, and user support.
- - Collaborated with internal IT teams to improve application reliability.
Education
BSc - Computer Science
Catholic University of Eastern Africa
A+ User Support Certification - undefined
Institute of Advanced Technology (IAT)
ITIL 4 Certification - undefined
TechnoBrain Tech Institute
Skills
- IT Service Management (ITSM)
Certification
- ISO 9001:2015 (Quality Management)
References
- Joe, Kiragu, Regional Director, joe.kiragu@sybrin.com, +254722696235, Sybrin
- Emily, Kinyanjui, Clearing Manager, ekinyanjui@sidianbank.co.ke, +254720479240, Sidian Bank
- Michael, Mutisya, IT Manager, mmutisya@dtbafrica.com, +254724984963, Diamond Trust Bank (DTB)
Accomplishments
- - Successfully led end-to-end delivery of high-impact FinTech and banking technology projects across East Africa by implementing Sybrin Solution across the Banks in East Africa.
- - Improved client satisfaction and retention through service excellence and proactive engagement.
- - Mentored and developed technical teams, improving productivity and capability maturity.
- - Recognized as ISO Champion for driving compliance in Quality, Information Security & Privacy standards.
Timeline
Regional Service Delivery Manager – East Africa
Sybrin
07.2024 - Current
Technical Manager
Sybrin
08.2018 - 11.2024
Senior Software Engineer
Sybrin
08.2012 - 07.2018
Support Engineer
Sybrin
02.2008 - 07.2012
Application Support Engineer
Kenya Commercial Bank – KCB
07.2007 - 02.2008
A+ User Support Certification - undefined
Institute of Advanced Technology (IAT)
ITIL 4 Certification - undefined
TechnoBrain Tech Institute
BSc - Computer Science
Catholic University of Eastern Africa