Job Details

Job Description

PURPOSE OF THE JOB
The 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,
USSD, mobile apps, APIs).

The 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.

PRINCIPAL ACCOUNTABILITIES

AREA 1: Service Delivery & Operations

• Oversee day-to-day IT infrastructure and service delivery operations for the fintech unit.
• Ensure adherence to SLAs, KPIs, and ITIL best practices for incident, change, and problem management.
• Proactively manage system availability, capacity, and performance to minimize downtime and operational risk.
• Monitor infrastructure health (servers, networks, cloud environments, APIs) and drive resolution of issues swiftly.

AREA 2: Vendor & Partner Management

• Manage relationships with service providers (e.g., cloud, telecom, API vendors) to ensure high-quality delivery and cost-effectiveness.
• Negotiate and enforce vendor SLAs and conduct regular performance reviews.

AREA 3: IT Security & Compliance

• Work with compliance and risk teams to ensure infrastructure meets fintech regulatory and security requirements (e.g., PCI-DSS, ISO 27001).
• Oversee patch management, vulnerability assessments, and incident response for infrastructure services.

AREA 4: Projects & Continuous Improvement

• Collaborate with project teams to plan, implement, and transition new fintech infrastructure solutions into production.
• Identify opportunities for automation and process improvement in service delivery.
• Develop and maintain documentation, standard operating procedures (SOPs), and disaster recovery plans.

AREA 5: Stakeholder Engagement & Reporting

• Act as the primary point of escalation for service-related issues in the fintech unit.
• Provide regular operational reports (uptime, SLA adherence, incident logs) to leadership.
• Translate technical issues into business impact for non-technical stakeholders.

Key Performance Indicators (KPIs):

• Uptime/availability of core fintech platform – Payboss.
• SLA adherence rates (incidents, service requests, etc.).
• Reduction in recurring issues and incident resolution time.
• Vendor performance and cost efficiency.
• Compliance audit readiness and risk mitigation effectiveness.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED TO UNDERTAKE THIS ROLE
Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field.
• 7+ years in IT service delivery or infrastructure management, preferably in fintech, banking, or payments.
• Strong knowledge of ITIL frameworks, and infrastructure technologies (networking, servers, virtualization, cloud).
• Experience with API-driven platforms, payment systems, USSD, or mobile money integrations.
• Familiarity with IT security and regulatory requirements in financial services.
• Proven track record of managing vendors and service providers.

Skills and competencies

• Ability to collaborate with and lead cross functional teams
• Excellent stakeholder management and reporting skills
• Familiarity with ISO Standards 8583 and 270001 an added advantage
• High level of integrity and alignment to compliance standards in fintech
• Comfortable with Project management tools (i.e Click-Up, Trello) and Communications tools ( i.e Slack)

Work Complexities and Additional Requirements:

1. Ability to work long hours, over and above 40 hours per week, to deliver assignments within tight deadlines
2. Demonstrate ability to have critical technical or professional knowledge/skills related to the role.