Job Description

Key Deliverables

The Manager Service Management will be accountable to achieve the following objectives:

Strategy Development and Implementation

• Abide by the strategy cascaded by the functional lead and lead the creation and execution of the Service Management sub-functional strategy.
• Ensure effective implementation of the functional strategy within the Service Management domain.
• Proactively review and refine the sub-functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem.

Staff Leadership and Management

• Source, induct, and manage talent in accordance with legislative guidelines and directives from the Head of Technology & IS Security.
• Continually develop a culture of strong collaboration and effective team working between service management, and other technology functions.
• Ensure open communication channels with staff and implement change management interventions when required.
• Provide definition of roles, responsibilities, individual goals, and performance objectives for the team.
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program.
• Drive the development and implementation of a training plan to build and develop skills within the team.
• Performance manage resources in accordance with HR policy and legislation where necessary.
• Promote a 'Fintech centric' and 'partnership approach' to develop strong relationships with other working groups and ensure adherence to Group governance.

Governance

Strategic Meetings

• Chair the Service Management governance forum to prioritize initiatives and review service designs.
• Support function-wide transformation initiatives. Elicit inputs from relevant parties, when required.
• Implement adequate risk mitigation and controls, with directions from the Head of Technology & IS Security.
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs for delivered solutions.
• Manage approval process from the Head of Technology & IS Security on new initiatives.
• Work with the approved budget for internal projects. Where required, provide input into budget planning.
• Facilitate preparation of proposals on change initiatives, SLAs, policies, and procedures.

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to the Head of Technology & IS Security.
• Manage and provide solutions to escalations that have multiple processes / functions impact on the critical path of service delivery.

Function Tactical

• Own and execute the service management and portfolio management process for the function.
• Define and establish objectives, targets, and budgets for the Service Management sub-function.
• Identify and document key risks, issues, and dependencies and set mitigation actions.
• Prepare documentation for sign-off / making decisions regarding tactical changes.

Performance

• Monitor performance and alignment with divisional strategy.
• Review and approve service designs and prioritization, ensuring performance and strategic alignment.

Reporting

• Report on a regular basis to the Head of Technology & IS Security on progress within the function, including service pipeline health, compliance, and delivery status.
• Report on an ad hoc basis on specific projects, as required.

Budgets

• Manage the sub-function's budgets in line with business objectives.
• Manage project initiative budgets for the service portfolio in line with business objectives.

Operational Delivery

Sub-Functional Leadership:

As the sub-functional leader of the Service Management vertical, the role is accountable to:

• Align the results of the vertical, collectively and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with.
• Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across the vertical.

Delivery Leadership:

As the delivery leader of the Service Management vertical, the role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, and Reporting

• Implement and execute policies, procedures, and guidelines cascaded by the functional lead and ensure the team complies with the same.
• Comply with the set governance mechanisms and ensure the team does the same.
• Cascade the Group Fintech budget, analytics, and reporting framework in the sub-function.
• Evaluate the efficiency and effectiveness of Service Management strategies and propose suggestions for improvements.

Service Management Operations

• Drive a business focused strategy that enables Technology to partner better with the business for new revenue growth through innovative and customer-facing services.
• Drive a holistic request fulfilment process that includes all user generated requests for facilities, office moves, supplies and the traditional break and fix calls for service restoration.
• Drive cost effective solutions and investment for End-User Devices including Desktops, Laptops, Printers & Scanners.
• Drive new standards for Service Delivery (Capacity, Performance, Financial, Service Continuity & Service Level Management) and Service Support (Change, Incident, Problem, Release & Configuration Management).
• Handles Network Quality Assurance and Reporting, Contract and Vendor Management, Policy-Process-Procedures management, and Internal Staff Productivity tools.
• Optimize Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department.
• Identify and own a portfolio of critical Technology services with the responsibility of driving initiatives that ensure such services are delivered to the business at agreed Service levels.
• Identify and implement tools that automate and streamline processes to guarantee consistent delivery and performance and ensuring the most efficient use of deployed automated tools.
• Identify and manage the risks associated with Service transition.
• Audit and review the existing ITIL implementation and updating processes and roles that address identified gaps.
• Develop and maintain a customer centric interface between Technology and its client base, the rest of the organization.
• Develop and maintain Technology Asset Management, Software Asset Management and Licensing compliance, configuration management and applications in Technology.
• Develop relationship with Technology vendors/managed services (Service Management) and with MTC Cameroon regional structures.
• Manage contract creation, execution, and analysis to maximize operational and financial performance while reducing financial risk.
• Review MMC business direction and contribute to the development of Information Services, demonstrating an understanding of MMC business strategies and needs of the customer.
• Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans.
• Lead the service management team and drive a service-based culture in Technology and put in place a reliable support system with clear processes, procedures and tools for measuring service delivery and performance.
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with Technology services.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
• Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
• Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
• Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
• Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers.
• Identify training and development needs and manage skills enhancement programs for the Technology Operations team to ensure SLA targets are fully met.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Managerial / Supervisory Responsibilities

• Accountable for the morale, performance, and development of the function's human capital.
• Cascade and socialize work structure processes to enable adoption by the team.
• Coach and mentor direct reports.
• Ensure the assigned team is led, motivated, and rewarded to achieve KPA's.
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members.
• Ensure effective management of diversity among personnel in the function.
• Identify staff training and development needs and implement necessary actions, in collaboration with HR.
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines.
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts.
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR.

Creativities (improvement/innovation inherent)

• Increasing automation of processes and procedures.
• Conducting periodic and unscheduled audits to ensure process compliance.
• Measuring service effectiveness from the perspective of business, typically ROI and time to market.
• Developing innovative approaches to increase the quantity and quality of feedback to the customer.
• Developing innovative approaches to improve the quality and quantity of information sent to the business for management decision.

Managed Services Budget Management

• Assume ownership of and maintain the professional services budget. Optimize the budget to ensure delivery of the services remains within the defined budget.
• Monitor project costs and determine initiatives to optimize benefits. Ensure cost effectiveness by maximizing benefit ratios.
• Identify areas where money is lost and seek ways to reduce expenditure.

Customer Satisfaction (internal)

• Understand customer needs and develop project plans accordingly.
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures.
• Put contingency plans in place to prevent delays and enhance the customer experience.
• Adopt a proactive approach to prevent problems from arising in the future.
• Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.

1. Job Requirements (Education, Experience and Competencies)

Education:

• 3-year Engineering, Computer Science (or related) Degree
• Masters in Business Administration is advantageous

Experience:

• A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
• Experience in Fintech, banking or Telecom is preferred
• Experience in IT architecture, information design and delivery and data modelling within the financial sector or banking industry
• Knowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred

Competencies:

Functional Knowledge:

• IT & enterprise architecture
• Software engineering principles
• Software and technology infrastructure management
• Technology blueprints
• Data Architecture and database management
• Data leak prevention
• Data usage rights
• Business partnering

Skills

• Relationship/people management
• Analytical thinking
• Continuous improvement
• Data interpretation
• Delivery focused
• Presentation
• Relationship building

Education:

• 3-year Engineering, Computer Science (or related) Degree
• Masters in Business Administration is advantageous

Experience:

• A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
• Experience in Fintech, banking or Telecom is preferred
• Experience in IT architecture, information design and delivery and data modelling within the financial sector or banking industry
• Knowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices