PURPOSE OF THE JOB
\nThe Infrastructure and Service Delivery Manager (ISDM) will be responsible for overseeing IT infrastructure operations, ensuring seamless delivery of technology services and operational support for the fintech unit. This role will manage infrastructure performance, vendor relationships, incident management, and service level agreements (SLAs), ensuring high availability and security of platforms critical to fintech operations (e.g., digital payments,
\nUSSD, mobile apps, APIs).
\nThe ISDM will act as a bridge between technical teams, vendors, and business stakeholders to ensure service excellence, operational resilience, and alignment with the fintech strategy.
\nPRINCIPAL ACCOUNTABILITIES
\nAREA 1: Service Delivery & Operations<\/p>\n
Oversee day-to-day IT infrastructure and service delivery operations for the fintech unit.
\nEnsure adherence to SLAs, KPIs, and ITIL best practices for incident, change, and problem management.
\nProactively manage system availability, capacity, and performance to minimize downtime and operational risk.
\nMonitor infrastructure health (servers, networks, cloud environments, APIs) and drive resolution of issues swiftly.<\/p>\n
AREA 2: Vendor & Partner Management<\/p>\n
Manage relationships with service providers (e.g., cloud, telecom, API vendors) to ensure high-quality delivery and cost-effectiveness.
\nNegotiate and enforce vendor SLAs and conduct regular performance reviews.<\/p>\n
AREA 3: IT Security & Compliance<\/p>\n
Work with compliance and risk teams to ensure infrastructure meets fintech regulatory and security requirements (e.g., PCI-DSS, ISO 27001).
\nOversee patch management, vulnerability assessments, and incident response for infrastructure services.<\/p>\n
AREA 4: Projects & Continuous Improvement<\/p>\n
Collaborate with project teams to plan, implement, and transition new fintech infrastructure solutions into production.
\nIdentify opportunities for automation and process improvement in service delivery.
\nDevelop and maintain documentation, standard operating procedures (SOPs), and disaster recovery plans.<\/p>\n
AREA 5: Stakeholder Engagement & Reporting<\/p>\n
Act as the primary point of escalation for service-related issues in the fintech unit.
\nProvide regular operational reports (uptime, SLA adherence, incident logs) to leadership.
\nTranslate technical issues into business impact for non-technical stakeholders.<\/p>\n
Key Performance Indicators (KPIs):<\/p>\n
Uptime\/availability of core fintech platform \u2013 Payboss.
\nSLA adherence rates (incidents, service requests, etc.).
\nReduction in recurring issues and incident resolution time.
\nVendor performance and cost efficiency.
\nCompliance audit readiness and risk mitigation effectiveness.<\/p>\n
KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED TO UNDERTAKE THIS ROLE
\nQualifications:<\/p>\n
Bachelor\u2019s degree in IT, Computer Science, or related field.
\n7+ years in IT service delivery or infrastructure management, preferably in fintech, banking, or payments.
\nStrong knowledge of ITIL frameworks, and infrastructure technologies (networking, servers, virtualization, cloud).
\nExperience with API-driven platforms, payment systems, USSD, or mobile money integrations.
\nFamiliarity with IT security and regulatory requirements in financial services.
\nProven track record of managing vendors and service providers.<\/p>\n
Skills and competencies<\/p>\n
Ability to collaborate with and lead cross functional teams
\nExcellent stakeholder management and reporting skills
\nFamiliarity with ISO Standards 8583 and 270001 an added advantage
\nHigh level of integrity and alignment to compliance standards in fintech
\nComfortable with Project management tools (i.e Click-Up, Trello) and Communications tools ( i.e Slack)<\/p>\n
Work Complexities and Additional Requirements:<\/p>\n
Ability to work long hours, over and above 40 hours per week, to deliver assignments within tight deadlines
\nDemonstrate ability to have critical technical or professional knowledge\/skills related to the role.<\/p>\n
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