Senior Manager, Operational Transformation and Optimization at TeKnowledge

Req ID: 16978

Job Summary

• We're seeking a Senior Manager, Operational Transformation and Optimization to lead the transformation of IT operations, establish robust processes and tools, and align teams with ITIL best practices.
• This role is responsible for ensuring seamless IT operations, driving continuous improvement initiatives, and delivering excellent customer experience.
• The ideal candidate will have extensive experience in IT service operations, organizational scale-up, and technology transformation, with a proven ability to support Group FinTech's strategic goals for profitable growth and operational excellence.

Responsibilities

• Lead the transformation of IT operations, ensuring alignment with ITIL best practices.
• Establish and manage robust processes and tools to enhance IT operations.
• Drive continuous improvement initiatives to ensure seamless IT operations.
• Collaborate with cross-functional teams to successfully implement IT operations strategies.
• Oversee the hiring, scaling, and alignment of team members to support IT operations transformation.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of IT operations transformation and automation.
• Ensure excellent customer experiences by maintaining high standards of IT service delivery.
• Support Group FinTech's strategic goals for profitable growth and improved operational performance.
• Establish governance and reporting mechanisms for IT operations transformation.
• Manage escalation processes to resolve operational issues promptly.
• Own and track financial expenditures related to IT operations transformation.

Qualifications
Education & Certifications:

• 4-year degree in Information Science, Information Technology, Computer Science, Engineering, or related field.
• MBA with focus on IT Service Delivery.
• ITIL Certification (Foundation, Expert v3, or Managing Professional/Master preferred).
• Lean Six Sigma (Green Belt or Black Belt).
• COBIT Certification.
• PRINCE2 or PMP Practitioner.
• TOGAF® Certification.
• CGEIT (Certified in the Governance of Enterprise IT).

Experience:

• 15+ years of experience in IT Service Operations and/or Support functions.
• 10+ years of experience in technology across FinTech, financial services, insurance, banking, or mobile money.
• 5+ years of experience in scaling organizations and driving change initiatives.
• Strong leadership and team management skills.
• Proven expertise in applying ITIL best practices to IT operations.
• Experience in establishing and managing IT processes, tools, and KPIs.
• Strong analytical and problem-solving skills.
• Excellent communication, collaboration, and project management skills.
• Customer-focused mindset with commitment to delivering high-quality IT service delivery.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.
• We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.