Manager, Service Operations at Safaricom Kenya

Role Description 

M-Pesa, is a pioneering fintech business and global market leader in mobile money. From starting in 2007 as a convenient means by which the unbanked and underbanked can make digital payments, M-Pesa has now grown to offer >50 million active customers financial services, enterprise, merchant and retail solutions. We are proud of our work in enabling the digital economy in our markets, and in driving financial inclusion.

M-Pesa Africa is now making strides to deepen and strengthen its offering to consumers and businesses in our operating countries, making it easier for them to manage their money and get more from their limited resources.

Reporting to Senior Manager Service Operations, the role of the Operations Manager is to govern the service deployed across a subset of Vodafone Markets. will be expected to report to The Senior Service Operations Manager 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 service. During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-toend customer service is restored without delay

Job Responsibilities

• 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.
• Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a subset of Vodafone Markets
• Managing the local market operational relationships
• 3rd Party supplier Operational Management
• Understand the process and procedures of all parties to ensure that they align with the overall goals and operational aims of the MPS team.
• Internal Operations Liaison within Vodafone Group Technology
• Continuous Service Improvement (CSI) opportunities
• Developing improvement plans and training the local market in best operational practices
• Overseeing Capacity planning
• Assisting with Budget forecasting
• Supporting Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence
• Influencing product development with real-world Operational experience and local market knowledge

 Apply if you have: 

Essential

• Experience Managing OLTP Environments
• At least 5 years’ experience in Operations Management within Technology
• Global / cultural management and awareness
• Experience in banking or finance will be an added advantage
• OLTP architecture knowledge is advantageous
• Project planning and delivery skills and budget management
• ITIL qualification is also an added advantage