Fresh Jobs at Interswitch

About the Job

• Provide a framework to structure and manage service-related activities and interactions of technical personnel with customers and clients towards achieving customer commitment, thereby realizing customer retention and growth along new and existing business lines.
• Lead, mentor, and manage teams responsible for IT service management and governance.
• Foster a high-performance culture, promoting collaboration, innovation, and professional development.
• Attract, retain, and develop top talent within the service management and governance organization.
• Execute and achieve Systegra's 5-year financial objectives of delivering 25% of revenue whilst targeting the 50% year-on-year growth in Interswitch 4.5.6 strategy plan.
• Oversee the IT service management lifecycle, including incident management, problem management, change management, and service desk operations.
• Ensure that products and services are delivered in accordance with agreed service levels and meet the needs of the business.
• Develop and implement customer value realization policies, procedures, and best practices in alignment with the ITIL framework.
• Drive and implement approved governance frameworks to ensure products and services align with business objectives and comply with regulatory requirements.
• Monitor compliance with governance frameworks and service management policies, conducting regular audits and assessments to ensure adherence to standards.
• Support the Managing Directors, Country Managers, and investment companies in the Africa region to set up their service management practice as it relates to Systegra business operations.
• Lead and manage the service management team (within Systegra Division) and the Operations Management team (within the Tech & Operations group) to deliver on business goals and objectives whilst adhering to company policy and culture principles.

Responsibilities
Service Strategy:

• Develop and implement service strategies to meet customer needs and improve service quality.
• Manage strategic client and customer relationships to ensure satisfaction and loyalty.
• Manage stakeholder relationships between Systegra and other business units.
• Provide governance in compliance, risk management, and oversee the implementation of initiatives to meet maturity targets.

Functional Strategy Formation and Implementation:

• Develop and communicate a service management vision aligned with corporate strategy and ITIL.
• Review service management policies periodically for ITIL alignment and industry best practices.
• Integrate emerging technologies into service operations using ITSM frameworks.
• Establish a continuous service improvement framework (ITIL’s CSI model).
• Champion a service excellence culture aligned with ITIL.
• Lead cross-departmental forums to align service strategies company-wide.
• Develop strategy to meet medium-term business needs, anticipate challenges, and drive execution.
• Translate strategy into operational plans and deliverables.
• Present impactful data, analytics, and recommendations to stakeholders.

Leadership and Direction:

• Lead and fulfill business plans for key functional areas.
• Establish a framework for coaching, mentoring, and training.
• Plan team resource requirements.
• Set and manage performance objectives for direct reports.
• Provide performance feedback and corrective actions as needed.

Organizational Risk Management:

• Manage Interswitch’s Enterprise Risk Management (ERM) processes.
• Identify trends and tools to support ERM framework development.
• Design initiatives to mitigate risk and gain Group CRO approval.
• Ensure corrective actions are implemented following risk assessments.
• Monitor integrated risk views across the organization.
• Develop risk aggregation methods and total exposure metrics.

Client and Customer Management:

• Act as liaison to key internal customers and maintain strong engagements.
• Drive compliance within regulated areas of Systegra’s business.
• Collaborate with Sales, Business Implementation, and Support teams to ensure customer satisfaction.

Team Development and Performance Management:

• Build a high-performance team through strategic hiring and skill development (e.g., ITIL certifications).
• Define clear performance metrics and conduct regular reviews.
• Plan for leadership development and succession.
• Promote a collaborative, innovative, and knowledge-sharing environment.
• Design and implement incentive programs for exceptional service.
• Foster a feedback culture that supports team and individual growth.

Requirements
Educational Qualification:

• Candidates should possess a University / Postgraduate Degree in any Social Science discipline.
• Strong industry/sector participation.
• Relevant professional certifications such as:
• Customer Service Management Professional (CSMP)
• Certified Client Service Specialist (CCSS)
• Certified Support Manager (CSM)
• ITIL v4 Certification

Experience:
General Experience:

• 10+ years in IT service management, governance, or a related field.
• Proven experience in leadership, managing large teams and operations.
• Practical experience with ITIL and ITSM tools.

Managerial Experience:

• 7+ years interpreting strategy and policy to set and deliver objectives across mid- to long-term time frames.

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About the Job

• Managing Technology Processes inherent in creating, managing and delivering training virtually
• Building, Partnering and Managing and supporting administrative platforms for the Professional Services Team, such as the Learning Management System (LMS) and Learning Content Management Systems (LCMS)
• Effectively market professional services learning solution to pre-defined target markets online and deliver revenue targets as assigned for the financial year

Key Responsibilities
Strategy Development:

• Understand the vision and strategy for the Professional Services Market
• Build and grow the Professional Services brand virtually
• Successfully transform key Professional Services onsite courses to virtual programmes
• Work with the team to ensure execution of sales strategies to improve market share for virtual training solutions

Graphic Design:

• Provide and evaluate visuals used during the content development process
• Work closely with the Design & UX Team to provide visuals, design, and UX for learning programs

LMS/LCMS Management:

• Maintain and support administrative platforms such as learning management systems (LMS) and learning content management systems (LCMS)
• Maintain and support partner platforms' LMS & LCMS

Authoring Systems Management:

• Maintain, support, and supervise tools, technologies, and content used during instructional design and content development

Delivery Platform Management:

• Provide technical and learning support for technology used in the electronic and online delivery of learning programs
• Deliver end-to-end learning solutions virtually on the Professional Services Platform
• Consistently update and make learning programs readily available on ISW platforms for client consumption
• Manage technology processes inherent in creating, managing, and delivering training virtually

Collaboration Platform Management:

• Manage social and collaborative tools for knowledge sharing and team learning
• Increase the number of virtual presences of the Professional Services portfolio

Marketing and Communication:

• Increase the number of users on the learning platform to meet revenue targets
• Effectively market professional services learning solutions to predefined target markets
• Deliver assigned revenue targets for the financial year on the virtual platform
• Prospect for new opportunities and identify profitable customers across sectors
• Cross-sell and up-sell departmental learning solutions to new and existing clients
• Follow up on leads and opportunities
• Perform telemarketing and cold calls (virtual and onsite, when necessary)
• Own and manage internal and external KYC documentation for client onboarding
• Provide periodic reporting on leads and sales activities
• Generate demand by proactively reaching out to potential customers for awareness

Customer Relationship and Account Management:

• Develop, manage, and maintain strong relationships with key accounts across different sectors using key account management frameworks
• Liaise with internal teams to ensure client issues and complaints are resolved or escalated as needed
• Identify and confirm customer requirements
• Manage project delivery and sales tracking
• Oversee service management related to upgrades, outages, and issues

Competition/Market Feedback Analysis:

• Monitor trends in client buying behavior and provide relevant market feedback on competing solutions
• Understand industry trends and sell value propositions using case studies
• Provide input on competitor solutions including features, pricing, and strategy to support sales efforts

Event Management & Product Visibility:

• Identify networking opportunities, sales conferences, and events that positively impact sales across all sectors

Performance Review and Monitoring:

• Conduct daily reviews of open opportunities to ensure monthly closures
• Review set targets against actual performance with the team
• Forecast revenue lines and income for upcoming quarters
• Monitor performance and track deviations from budget
• Conduct monthly reviews of open opportunities to drive closure
• Track overall sales progress

Requirements
Academic Qualification(s):

• Candidates should possess a B.Sc. Degree in Computer Science; A Master's degree is an advantage

Professional Qualification(s):

• Digital Marketing
• Technical Writing
• (Additional relevant certifications can be added as needed)

Experience:

• 7–10 years of relevant experience in related roles or industries.