Operations and Maintenance Manager

Role Overview

The Operations and Maintenance Manager leads the day-to-day performance of eWATER’s live water systems across Kenya, ensuring reliable service, sound water quality, controlled non-revenue water and timely responses to customer issues. The role also takes new SmartTap installations through commissioning and operational handover, while building the processes, tools and distributed field team needed to support a growing network. You will work closely with the Community Growth team, spending substantial time in the field and using operational data to guide decisions.

Key Responsibilities

• Oversee the performance of live systems through Service Delivery Officers and technicians; establish maintenance routines, fault-response targets and escalation procedures, and address recurring technical issues.
• Manage SmartTap installation and commissioning, including component allocation, technical checks and verification that installations meet quality standards.
• Coordinate handovers from Engineering by inspecting new systems, agreeing outstanding work, confirming field-team readiness and accepting systems only when they are fit for operation.
• Maintain accurate stock control for SmartTap components and spares, from central storage to field teams; forecast requirements, arrange timely replenishment and investigate discrepancies or losses.
• Recruit, train and lead Service Delivery Officers, technicians, community technicians and community ambassadors, supporting safe, accountable work across remote locations.
• Develop and document practical operating procedures for maintenance, customer care, escalation, technician compensation and field management, and embed them in the team’s operational tools.
• Monitor revenue and operating expenditure by system, manage field costs and introduce measures that improve efficiency and long-term financial sustainability.
• Oversee customer care and community communication during faults or interruptions; work with the Community Growth team and local stakeholders on disputes, vandalism and service-related concerns.
• Provide regular reporting to the Country Director on system performance, service levels and operational priorities.

Requirements & Qualifications

• At least five years of experience leading field operations for physical infrastructure or distributed networks, such as water, energy, telecommunications or agricultural supply chains, with responsibility for asset performance, service quality and operating costs.
• Substantial people-management experience, ideally leading teams of ten or more across multiple locations, including remote staff who are not supervised day to day.
• A record of recruiting and developing teams, setting clear performance expectations, coaching team leads and addressing underperformance.
• Experience working with rural communities in Kenya.
• A degree in engineering or a related discipline; experience in the water sector is an advantage.
• Practical understanding of pumps, pipe networks, water treatment and metered systems, with the ability to guide fault diagnosis and assess contractor work.
• Confidence building operational procedures and tools, and using dashboards, system data and field information to manage performance.
• Proficiency with Excel or Google Sheets and operational software, with the ability to learn and configure new tools, including technology such as AI where it can improve field operations.
• Strong spoken and written English and Kiswahili, and the confidence to work with chiefs, county staff, institutions, communities and partners.
• Professional conduct, sound judgement and respect for confidentiality, company procedures and the interests of the organisation and its stakeholders.