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 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.
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