Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations. Interswitch, through its “Super Switchâ€Â provides online, real-time transaction switching that enable businesses and individuals have access to their funds across the 24 banks in Nigeria and across a variety of payment channels such as Automated Teller Machines (ATMS), Point of Sale (PoS) terminals, Mobile Phones, Kiosks, Web and Bank Branches.
About the job
- The Head of Application Service Management is responsible for overseeing the delivery, performance, and continuous improvement of all application services within the organization. This role ensures that applications are aligned with business objectives, meet service level agreements, and deliver maximum value to users. The successful candidate will lead a team of application service professionals and work closely with various stakeholders to optimize application performance and user satisfaction.
Key Responsibilities:
Strategic Leadership:
- Develop and implement the overall strategy for application service management, ensuring alignment with the company’s business goals.
- Lead cross-functional teams to ensure cohesive and effective application service delivery.
- Collaborate with senior leadership to integrate application services into the broader IT and business strategy.
Application Management:
- Oversee the lifecycle management of all applications, including planning, development, deployment, maintenance, and retirement.
- Ensure applications are reliable, scalable, and meet performance standards.
- Monitor application performance and implement improvements to enhance functionality and user experience.
Service Delivery and Quality:
- Ensure adherence to Service Level Agreements (SLAs) and maintain high service availability and performance.
- Implement best practices for incident, problem, change, and release management in accordance with ITIL or other frameworks.
- Regularly review and optimize service delivery processes to improve efficiency and effectiveness.
Customer and User Satisfaction:
- Develop and implement strategies to enhance user satisfaction and engagement with applications.
- Oversee the collection and analysis of user feedback to inform continuous improvement initiatives.
- Address user issues and concerns promptly, ensuring a high level of customer service.
Operational Efficiency:
- Optimize resource utilization and manage budgets effectively to ensure cost-efficient application services.
- Implement and monitor key performance indicators (KPIs) to track and improve application service performance.
- Lead initiatives to streamline processes and enhance operational efficiency.
Team Leadership and Development:
- Build and lead a high-performing application service management team.
- Provide coaching, mentoring, and professional development opportunities to team members.
- Foster a culture of continuous improvement and innovation within the team.
Risk and Compliance Management:
- Ensure all application services comply with relevant regulations, standards, and internal policies.
- Identify and mitigate risks associated with application services and data security.
- Conduct regular audits and assessments to ensure compliance and address any gaps.
Innovation and Continuous Improvement:
- Drive innovation in application service management practices and technologies.
- Lead continuous improvement initiatives to enhance application quality, performance, and user satisfaction.
- Stay updated with industry trends and best practices to keep the organization at the forefront of application service management.
Qualifications:
Education:
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field; master’s degree preferred.
Experience:
- Minimum of 10 years of experience in application service management or a related field, with at least 5 years in a leadership role.
Certifications:
- ITIL, PMP, or relevant certifications preferred.
Method of Application
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