Group Head, Managed Services & Delivery at Interswitch

Department: Systegra

Summary

• To support business growth by coordinating the delivery of solutions and services to customers within agreed time frames and to the highest standards on time the first time.

Responsibilities

• Executes on the delivery of Systegra Corporate Strategy “How to Win” initiatives in the marketplace
• Provide visionary leadership across all stakeholder groups (Internal & External stakeholders groups and regulators)
• Provide leadership to achieve the business and financial objectives for Managed Services Business
• Develops and drives implementation of policies, procedures, and standards to support the delivery of high quality service to customers
• Oversees process and service improvement opportunities ensuring key stakeholders across the organisation are engaged to better leverage on resources while increasing efficiency and overall service quality
• Prepares the annual service delivery budgets and drives its implementation
• Leads and directs the project management and project implementation teams to deliver customer focused services in line with customer specification
• Builds and maintains relationship with key customers to strengthen Interswitch service delivery experience
• Reviews update on project activities and ensures implementation is in line with agreed standard and timeline
• Provides guidance and leadership on project management activities, ensuring timely resolution of crises & disputes, unresolved cases (support issues), technical problems etc
• Oversees the activities of the various project teams and ensures effective allocation of responsibilities to achieve full optimization of resources
• Leads cross functional team meetings (Industry verticals, Consumer Segment, GST, Innovation & Product Strategy) for knowledge sharing and information gathering purposes
• Establishes effective feedback mechanism and ensures adequate utilization of feedback from internal and external customers to improve customer satisfaction level
• Manages the expectations of the customer (internal and external) with regard to project objectives, deliverables, timeframes, etc by understanding the key business drivers and their prioritization
• Ensures periodic evaluation of service delivery processes and standards, benchmarks them against leading practices, makes recommendations as appropriate and drives compliance
• Performs trend analysis on reported problems, document root causes and initiate appropriate improvement solutions
• Prepares and submits reports to the CEO, Systegra and other parties on activities within the business group
• Provide strategic execution support for Interswitch Country Operations across Africa

Requirements

• Bachelor’s Degree in Computer / System / Electrical / Electronic Engineering/ Applied physics / Computer Science or a related field
• MBA or Master’s Degree in any science related course is desirable
• Minimum of 15 years cognate experience acting in similar role with at least 5 years at a managerial level
• Relevant certifications such as PMP (Project Management Professional), Cisco & Microsoft Certifications, Lean Six Sigma & Safe Agile Certification.