Responsibilities
: Overall accountability and responsibility for the performance and development of the Managed Services business unit, and the ability to drive and manage concurrent ‘plan, refine, execute’ activity cycles. Build strong customer relationships both directly and indirectly with the Business Development Manager. Responsible for the SLA-based maintenance, ongoing delivery, and solutions growth into existing customers. Understanding of targets and forecasting of revenue anticipated from each customer relating to Revenue, and Margin. Develop, manage and monitor the Managed Services forecast and budgets in line with the business’ financial reporting cadence ensuring on-budget and on-forecast outcomes Develop costing models for managed service offerings. Support sales and Account Management in pre-sales activities including customer meetings and production of proposals in relation to Managed Services as required. Drive proposition development in relation to Managed Services, working with Commercial and the line manager. Ensure that the Managed Services team work collaboratively with the Commercial team to identify and fulfil new business opportunities and to drive cross-selling and up-selling opportunities. Ensure that all commercial activities within the team are optimized from a profitability/margin perspective. Business operations reporting to support driving operational and strategic decision-making; provides performance reporting on all service operations metrics, including productivity and profitability. Ensure that strong processes are in place for Managed Service engagements to follow. Ensures consistency of processes across all Managed Service engagements Leads/Participate in Service Reviews for key customers as required. Service performance external client-facing reporting, including second and third-order analysis to determine trend analysis and problem management requirements. Deliver business unit maturation in an integrated fashion in order to support the wider development and betterment of the Fintech business’ broader operating model, including appropriate decision support tools and alignment with industry-recognised best practices. Develop and sustain trusted, valued relationships with a broad client base with a specific emphasis on the Fintech business unit’s strategic clients. Responsible for effective capacity and resource planning to ensure all service KPIs and contractual commitments are met, including user experience management. Drives the profitability and efficiency of the Managed Services Unit. Enforces good practice in ITIL processes, as the authoritative source for all service operations-related matters.
Key Skills: Minimum 6-8 years’ work experience in financial services, dealing with Financial, Mobile Money and Payments Technologies. Experience with managing hosted payment platforms (switches etc.) is an added advantage. Hands-on technical skills and technology background will be preferred.
Qualifications: Bachelor’s Degree in Engineering, Mobile Technology, Payments or related field. Affiliation with a professional qualification board.