• Provide a framework to structure and manage service-related activities and interactions of technical personnel with customers and clients towards achieving customer commitment, thereby realizing customer retention and growth along new and existing business lines.
• Lead, mentor, and manage teams responsible for IT service management and governance.
• Foster a high-performance culture, promoting collaboration, innovation, and professional development.
• Attract, retain, and develop top talent within the service management and governance organization.
• Execute and achieve Systegra's 5-year financial objectives of delivering 25% of revenue whilst targeting the 50% year-on-year growth in Interswitch 4.5.6 strategy plan.
• Oversee the IT service management lifecycle, including incident management, problem management, change management, and service desk operations.
• Ensure that products and services are delivered in accordance with agreed service levels and meet the needs of the business.
• Develop and implement customer value realization policies, procedures, and best practices in alignment with the ITIL framework.
• Drive and implement approved governance frameworks to ensure products and services align with business objectives and comply with regulatory requirements.
• Monitor compliance with governance frameworks and service management policies, conducting regular audits and assessments to ensure adherence to standards.
• Support the Managing Directors, Country Managers, and investment companies in the Africa region to set up their service management practice as it relates to Systegra business operations.
• Lead and manage the service management team (within Systegra Division) and the Operations Management team (within the Tech & Operations group) to deliver on business goals and objectives whilst adhering to company policy and culture principles.

RESPONSIBILITIES

Service Strategy

• Develop and implement service strategies to meet customer needs and improve service quality.
• Manage strategic client and customer relationships to ensure satisfaction and loyalty.
• Manage stakeholder relationships between Systegra and other business units.
• Provide governance in compliance, risk management, and oversee the implementation of initiatives to meet maturity targets.

Functional Strategy Formation and Implementation

• Develop and communicate a service management vision aligned with corporate strategy and ITIL.
• Review service management policies periodically for ITIL alignment and industry best practices.
• Integrate emerging technologies into service operations using ITSM frameworks.
• Establish a continuous service improvement framework (ITIL’s CSI model).
• Champion a service excellence culture aligned with ITIL.
• Lead cross-departmental forums to align service strategies company-wide.
• Develop strategy to meet medium-term business needs, anticipate challenges, and drive execution.
• Translate strategy into operational plans and deliverables.
• Present impactful data, analytics, and recommendations to stakeholders.

Leadership and Direction

• Lead and fulfill business plans for key functional areas.
• Establish a framework for coaching, mentoring, and training.
• Plan team resource requirements.
• Set and manage performance objectives for direct reports.
• Provide performance feedback and corrective actions as needed.

Organizational Risk Management

• Manage Interswitch’s Enterprise Risk Management (ERM) processes.
• Identify trends and tools to support ERM framework development.
• Design initiatives to mitigate risk and gain Group CRO approval.
• Ensure corrective actions are implemented following risk assessments.
• Monitor integrated risk views across the organization.
• Develop risk aggregation methods and total exposure metrics.

Client and Customer Management

• Act as liaison to key internal customers and maintain strong engagements.
• Drive compliance within regulated areas of Systegra’s business.
• Collaborate with Sales, Business Implementation, and Support teams to ensure customer satisfaction.

Team Development and Performance Management

• Build a high-performance team through strategic hiring and skill development (e.g., ITIL certifications).
• Define clear performance metrics and conduct regular reviews.
• Plan for leadership development and succession.
• Promote a collaborative, innovative, and knowledge-sharing environment.
• Design and implement incentive programs for exceptional service.
• Foster a feedback culture that supports team and individual growth.

EDUCATION

• University/Postgraduate degree in any social science discipline.
• Strong industry/sector participation.
• Relevant professional certifications such as:
• Customer Service Management Professional (CSMP)
• Certified Client Service Specialist (CCSS)
• Certified Support Manager (CSM)
• ITIL v4 Certification

EXPERIENCE

General Experience

• 10+ years in IT service management, governance, or a related field.
• Proven experience in leadership, managing large teams and operations.
• Practical experience with ITIL and ITSM tools.

Managerial Experience

• 7+ years interpreting strategy and policy to set and deliver objectives across mid- to long-term time frames.

Due to the high volume of applications, only shortlisted candidates will be contacted.