Lillian KiambatiHead of Service Management -Digital Transformation (Safaricom) Lilian N Kiambati is currently head of the service management and technology division at Safaricom PLC. She is responsible for end-to-end service management ( Voice, Data, MPESA, Transmission, internal IT services)and champions design and implementation of service management strategy. She also leads service transformation and management to provide the class end-to-end experience for Safaricom PLC customers.
She brings on board over 18 years of progressive experience in service quality and network operations and has held senior management positions within the technology division at Safaricom PLC.
She has championed the 5G roadmap within Safaricom PLC, a first in the country.
Delivery of 4G everywhere targeting to close in digital divide that has seen improved coverage and experience across the country
Quality of service framework- that has enabled Safaricom to remain the best network in Kenya.
Delivery of big data analytics solutions, that have supported a better understanding of customers' needs leading to improved experience
Operational model for national police project Digitisation of Network operations through automation Next generation service operations centre geared towards zero-touch operations Women in technology lead in Safaricom- A program that aims at increasing the % of women in technical space through mentorship and coaching. During the tenure, there was an increase in the number of ladies from 14% to 23%.
She is a graduate of the University of Nairobi with a BSC in Electrical and Electronics Engineering and pursuing a Master's in Operations Management at the same institution, She also holds various leadership certifications from Strathmore Business School and Gordon Institute of Business Science in South Africa. She is a certified Project manager and ITIL practitioner.