M-Pesa Africa - Service Operations Manager at Safaricom Kenya

About the Role

The holder of this position will be expected to report on deviations from the agreed service levels, capacity changes that affect budgets and any local capability needs that impact on the delivery of the end-to-end M-Pesa service. During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay. It is expected that the Service Operations Manager will understand the local business model for each of the markets that he/she supports.

Responsibilities

• Accountable for the delivery to agreed Service Level Agreements /Key Performance Indicators of the end-to-end service to a subset of Vodafone markets;
• Build and maintain the local market and 3rd party operational relationships;
• Internal Operations Liaison within Vodafone Group Technology;
• Drive the Continuous Service Improvement (CSI) opportunities and follow up on the corrective actions;
• Develop improvement plans and train the local market in best operational practices;
• Support Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence;
• Influence product development with real-world operational experience and local market knowledge;
• Support the Transition to Operations of new platforms / products in alignment with best operational standards;
• Drive the efficiency and effectiveness of the Problem Management;
• Oversee Capacity planning & Assist with Budget forecasting;
• Manager Service Level Agreements as well as 3rd party organisations in delivering service;
• Reporting weekly/monthly on service & presenting operational improvement plans.
• Understand the process and procedures of all parties (Suppliers/ organizations) to ensure that they align with the overall goals and operational aims of the MPS team.

Qualifications

• Strong knowledge of high availability application and infrastructure architectures;
• Bachelor’s degree in Science, Technology, Engineering, Mathematics  or related field;
• Over 5 years of experience in Operations Management  within Financial Services;
• ITIL qualification is highly recommended;
• Proven data analytics skills;
• OLTP Architecture knowledge for managing OLTP Environments.