Service Delivery Manager at Network International

, , South Africa -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, System Monitoring, Production Support, Change Management, Risk Management, SLAs, BMC Helix, ServiceNow, Dynatrace, Sumo Logic, IT Service Management, DevOps, CI/CD Pipelines, Cloud Fintech, AWS AIOps, Jira

Industry

IT Services and IT Consulting

Description

About Us: Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well. Our EVP: At Network International, we always stay ahead. In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team. About The Role: The Service Delivery Manager is responsible for efficiently managing teams and resources to ensure stable and reliable production services, including Gateway and Aggregation Transaction processing, Backoffice and Admin portal functionality, and delivery of Reporting and Markoff resources, as well as month-end financial services. This role includes building and managing teams, creating efficient processes for Incident Management, System Monitoring, Production Support, and Change Management. The Service Delivery Manager will oversee the implementation and continuous improvement of management processes to ensure minimal disruption to services and successful adoption of new systems or processes. Risk Management & SLAs: A critical aspect of this role is to proactively identify, assess, and mitigate operational risks that could impact service delivery. The Service Delivery Manager is accountable for ensuring all services are delivered in strict alignment with established SLAs, and for driving continuous improvement to minimize service disruptions and operational risks. This includes validating incident reports, ensuring accuracy before publication, and maintaining robust safeguards to protect service integrity. Incident Management: Responsible for tracking, monitoring, and driving resolution of incidents and problems affecting our Payment Gateways and other payment products. System Monitoring: Responsible for delivering accurate 24/7/365 monitoring, action system alerts, proactive diagnostics, continuous trend analysis, and reporting. Experience with enterprise monitoring and observability tools such as BMC Helix, ServiceNow, Dynatrace, Sumo Logic, or similar platforms is essential. Production Support: Responsible for 3rd level investigation, diagnosis, and development of solutions for, or escalation of, incidents and problems to relevant technical departments. Change Management: Responsible for planning, coordinating, and overseeing changes to production systems, ensuring all changes are assessed, approved, communicated, and implemented with minimal risk and disruption.

Responsibilities

The Service Delivery Manager is responsible for efficiently managing teams and resources to ensure stable production services, covering transaction processing, backoffice functionality, and financial services delivery. This role involves building teams and creating efficient processes for Incident Management, System Monitoring, Production Support, and Change Management.