Services Delivery Manager-Issuing & Acquiring Full Time NEW

JOB DESCRIPTION

Network International is the largest Financial Technology company in 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 are growing in 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

As part of the KSA IT Service Management team, you will take on a multi-functional role encompassing incident management, problem management, and service improvement.

You will lead the development of policies and systems to implement incident and problem management processes in line with industry’s best practices. Additionally, you will collaborate across the organization to ensure these processes are adopted and consistently followed, meeting customer needs and enhancing service quality.

Your responsibilities will include ensuring that agreed service levels and business targets are achieved. You will investigate and resolve incidents and problems promptly to minimize disruption and address any escalated IT service-related issues.

You will also monitor, analyze, and report on trends in incidents, problems, risks, and compliance. This includes cataloging and prioritizing remedial work in partnership with senior management and clients to close gaps and drive improvements.

Furthermore, you will be engaged throughout the life cycle of IT changes, working with key stakeholders to ensure alignment with strategic objectives while minimizing business disruption. You will continuously refine and improve processes to better support the organization and its clients.

Responsibilities

• Accountable for Service Management functions, including Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity.
• Establish policies, systems, and procedures, and monitor compliance with them.
• Analyze and report on trends in changes, incidents, and problems, contributing to the service improvement roadmap.
• Chair incident review meetings, document and circulate minutes, and follow up on actions with key stakeholders until completion.
• Monitor change, incident, and problem records to ensure they contain adequate information and evidence of follow-up.
• Perform detailed root cause analyses, ensuring corrective and preventive actions are documented in RCA reports and problem tickets, and tracked until completion.
• Create high-level responses and RCA reports for clients regarding all critical, high-impact, and applicable medium-impact incidents.
• Apply relevant standards and best practices (e.g., ITIL/COBIT) to develop management measures for change, incident, and problem management, and monitor compliance.
• Handle escalations appropriately to ensure timely resolution and a high level of customer satisfaction.
• Apply a variety of analytical methods to identify trends, risks, and opportunities.
• Report findings using diverse metrics and presentation techniques to convey key messages effectively.
• Drive service quality assurance and improvement programs.
• Prepare reports for clients on service quality and represent IT in client meetings.
• Plan and conduct business continuity drills, and oversee availability, operations, and monitoring.
• Provide mentoring, coaching, and training to ensure the team acquires and maintains the required skill set.

Qualifications

Education

• Bachelor’s degree in information technology (or a related field).
• Certified in ITIL4 Foundation (minimum); additional ITIL4 certifications are an advantage.

Experience

• Proven 5+ years of specialist experience in IT Service Management, particularly in Incident and Problem Management.
• Broad IT knowledge across infrastructure and applications.

Behavioral Competencies

• Strong analytical and problem-solving abilities, including techniques such as 5 Whys and Fishbone analysis.
• Effective team management and leadership skills.
• Proficiency in documentation management.
• High attention to detail, even under pressure.
• Excellent time management skills with the ability to meet deadlines.
• Proactive individual with strong communication skills and the ability to build relationships.
• Ability to work effectively in a collaborative team within a fast-paced environment.
• Willingness to provide 24×7 incident management support coverage on an on-call basis.
• Native or fluent Arabic speaker.