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"Our client runs a family-owned business in the production industry of food products.

They are looking for a Head of Operations who will be responsible for overseeing the production and distribution of a range of food products. S/he will ensure the organisation is running smoothly to meet the expectations and needs of the customers."

Head of Operations

Fintech Systems and Project Manager

Job Ref: DP/SP/7

Our client, DPO Group is the leading online payment company across the continent who serves the travel, tourism and hospitality sector (with more sectors in the pipeline). They are leaders in technology, innovation, responsibility and leadership. Their company culture is modern and inspired. They are purveyors of advancing technology.

They are looking for a Senior Manager-Projects and Support to be based in their headquarters in Nairobi.

The role is responsible for managing and delivery of projects and running a busy service desk that serves as first line of technical support to DPO merchants and customers.

The manager will be leading teams to deliver project(s) that span across one or more divisions, manage resources, schedules, financials and adhere to quality and control guidelines throughout the project lifecycle.

The senior manager will also manage the day-to-day operations of the Service Desk, which is the first point of contact between users of the DPO payment solution – end customers as well as merchants.

The Senior manager will lead a team of experienced project and support managers, direction and leadership to staff; guide and coach staff and grow them in their respective specialty areas.

Job Responsibilities

Systems and support

  • Experience building out a service desk function leveraging industry best practices and standards to deliver a high performing service.
  • Lead a team of technology professionals to provide 1st level of service desk support to the DPO business merchants and customers.
  • Develop Service Level Agreements (SLAs) to establish resolution expectations and timeframes.
  • Build relationships with all business partners to ensure Service Desk services meet the business needs and services are delivered within defined SLAs.
  • Define and manage industry standard service desk processes within the team and across regions
  • Develop major incident management policies and procedures, performance metrics, and devise and deliver solutions to enhance quality of service.
  • Manage the merchant on-boarding process on the System in an efficient manner, while meeting SLA’s.
  • Bug management lifecycle – reporting and tracking the progress of bugs/defects from discovery through to resolution using a bug tracking system.
  • Deployment management: Be the process owner for release and deployment management which includes planning, designing, building, testing and deploying new system developments, bug fixes and software components in the live environment.
  • Incident management: Lead the systems team on the incident management process to respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible and prepare post incident reports.

Project Management

  • Establish a network of contacts and build strong relations with all stakeholders including merchants, senior management assuring engagement and commitment by all parties.
  • Proactively manage and communicate changes in project scope, identify potential risks, and develop contingency plans, as needed.
  • Develop and maintain all project deliverables including project charters, budgets, project plans, risk / issues logs, project dashboards / management reports and change orders etc.
  • Ensures that all project documentation uses standard / approved formats, follows internal documentation processes and is reviewed / approved prior delivery of the project.
  • Effectively communicate project expectations and status to team members, clients, and other stakeholders.
  • Effectively apply project management methodology to minimise exposure and risks to projects, while maximising the return on firm investment.
  • Promote greater transparency, predictability, and accountability for all projects across the firm, creating and gaining buy-in for new approaches, where appropriate.
  • Develop training and tools and think strategically about ways to further the dissemination of portfolio management as a best practice.
  • Gain and maintain a detailed understanding of the system design and architecture in order to validate requirements and define functional behavior of the service.
  • Driving the business analysis and design activities of new products in the DPO system, set direction and quality check the deliverables of team members.
  • Oversee the collection of requirements information from other divisions and product experts, negotiate with stakeholders to understand real underlying requirements and priority.
  • Conduct peer reviews of Business Analysis documentation ensuring review comments are clearly documented and articulated.


  • Conduct annual performance appraisals and employee development plans as needed.
  • Identify career paths and create career succession planning for direct reports.
  • Provide direction and leadership to staff; guide and coach staff in completion of responsibilities and ensure established policies and procedures are followed.
  • Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling of staff.
  • Develop and motivate the team by applying necessary training and leadership to allow internal growth and specialisation;
  • Develop and maintain a highly driven and energetic team.
  • Direct staff to ensure duties are performed according to departmental performance standards.
  • Develop and implement methods to keep staff continuously informed on crucial topics, such as: merchant SLA’s, evolving products, legal/compliance issues, deployments cycles, process, procedures and policies, and strategic initiatives DPO group.
  • Recommend career promotions, transfers and annual compensation packages

Additional knowledge and qualifications

  • A technically strong Project Manager with extensive experience in leading and managing a project with the ability to translate and interpret business requirements to functional specifications while having a wholistic overview on the impact on the project.
  • Minimum of 2 years’ experience running a 1st level technical support team in Service HelpDesk, overseeing all procedures related to identification, prioritisation, resolution of incidents and service requests as well as monitoring, tracking and coordination of Service Desk functions.
  • Proven leadership experience, with the ability to develop, coach and empower a high-performance team.
  • Proven experience with Knowledge Management, Continuous as well as major Incident Management and Metrics/KPI reporting.
  • Understanding of different project management methodologies including the ability to identify / resolve issues, develop detailed work plans & specifications, perform resource allocations and run team meetings
  • Ability to work under pressure and meet critical deadlines, managing various tasks at once, demonstrating resilience to work in a constantly changing environment.
  • A drive for continuous improvement – personally, professionally, and in a team environment.

Years of Experience (minimum)

  • Supporting Project Management qualifications.
  • 5+ years of experience in a professional services organisation.
  • Minimum of 2 years’ experience running a 1st level technical support team in Service HelpDesk, overseeing all procedures related to identification, prioritisation, resolution of incidents and service requests as well as monitoring, tracking and coordination of Service Desk functions.
  • Experience with setting up department structures that incorporate project and desk support, as well as. processes and procedures.
  • Project administration and management experience required.
  • Hands on experience working in Incident, Problem and Change Management disciplines.
  • Experience in leading a team of highly skilled, motivated thinkers and innovators.
  • Understanding of first call resolution, escalations, service level agreements.
  • Expert Knowledge in report creation to trend and measure service delivery goals and Service Level Agreements.

Other Skills

  • Strong process and analytical skills, able to identify solutions to complex problems.
  • Strong business and customer focus.
  • Ability to work proactively within a demanding environment, being a key contributor to a fast-moving product development process.
  • Ability to communicate and influence with tact and diplomacy.
  • Ability to build relationships within a multi-national, high-growth environment.
  • Demonstrable numerical, analytical and verbal skills, in particular well-developed written and verbal communication skills in English.
  • Experience working within a multi-national team and serving customers from multiple countries would be of benefit.
  • Formal Business Analysis qualification would be an advantage.
  • Ideally educated to degree level, or equivalent
  • Ability to learn rapidly about new technologies and methods
  • Excellent written and oral communication skills
  • Excellent organisational skills
  • Excellent interpersonal skills
  • Excellent critical thinking skills
  • Detail oriented


An attractive salary is on offer dependent on skills, qualifications and experience.

To apply, click on the, quoting the Job Reference in the subject header of your mail.

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