Mixx by Yas, the fintech company of the AXIAN Group, is hiring an MFS Service Manager in Dar es Salaam. The role defines and manages IT service goals and performance metrics, leads ITSM processes and governance, and ensures service availability, resilience and end-to-end quality, including disaster recovery and business continuity.
Responsibilities
- Define and manage IT service goals, outcomes, and performance metrics.
- Monitor KPI, OLA, and SLA compliance through scorecards and reporting tools.
- Drive service portfolio development and service maturity improvements.
- Ensure effective and efficient consumption of IT services across the business.
- Partner with business units, vendors, third parties, and regulators to enhance service delivery.
- Provide leadership, coaching, and governance for ITSM processes and tools.
- Oversee Incident, Problem, Change, Asset, Configuration, Capacity, and Service Catalog Management.
- Implement and enhance ITSM capabilities, including Knowledge, Release, Event, and Request Management.
- Ensure service availability, performance, resilience, and end-to-end service quality.
- Lead Root Cause Analysis (RCA) and resolution of critical and recurring incidents.
- Own and manage Disaster Recovery (DR) and Business Continuity Planning (BCP), including runbooks, RPOs, and RTOs.
- Drive continual service improvement through process optimization, testing, and service performance analytics.
Requirements
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
- 5+ years of IT experience, with 2+ years of management/team leadership experience.
- Professional certifications such as ITIL v3/v4 (Foundation or Expert), CSM, PMP, or PRINCE2 will be an added advantage.
- Expertise in IT Service Management (ITSM), ITIL process governance, and ServiceNow, CMDB and ITSM tools.
- Stakeholder, vendor and regulatory relationship management, plus leadership, coaching and team development skills.
- IT Service Management (ITSM)
- Service Delivery Leadership
- ITIL
- ServiceNow
- CMDB
- SLA Management
- Disaster Recovery & Business Continuity
- Stakeholder & Vendor Management
- Leadership & Team Development
- Continuous Improvement
Application Instructions
- Apply online via the AXIAN Group careers portal (Job Reference: req5800)