Senior Service Manager
1 week ago
- Own the incident, change request and vendor management processes, ensuring minimal business disruption and high client satisfaction;
- Manage support SLAs, ensuring compliance with contractual obligations and service expectations;
- Serve as the primary liaison between the client and internal stakeholders at Qualco;
- Define, track, and report on relevant KPIs, collaborating with clients to review service performance;
- Align with internal departments (Business Development, Product, Solution Design) on customer satisfaction, retention, and profitability metrics;
- Provide structured and timely reporting to both internal and external stakeholders;
- Lead root cause analysis initiatives to proactively prevent recurring incidents;
- Propose and drive process improvements, including the creation of known error databases and incident workarounds;
- Build strong relationships with client-side operational stakeholders and develop them into advocates of Qualco's services;
- Ensure clients benefit from the full breadth of our service portfolio to boost operational efficiency;
- Foster a culture of service excellence across internal teams;
- Monitor and enhance the financial viability of services delivered;
- Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.
- Minimum of 4 years' experience in service management or customer success, ideally within fintech
- Solid experience with cloud technologies, particularly Microsoft Azure.
- Strong project management, communication, and negotiation skills.
- Analytical mindset with the ability to derive actionable insights from data.
- Proficiency in ITIL practices, especially Incident, Problem, Change, and Service Level Management.
- Fluent in English with excellent written and verbal communication skills.
- Experience working in cross-functional, multicultural teams within a fast-paced environment.
- Familiarity with digital banking products (e.g., cards, e-wallets, mobile banking).
- Understanding of fintech regulatory and compliance frameworks.
Qualco
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