Service Manager

Job Summary

Purpose of the Job: To manage and oversee service delivery across all outsourced contracts within Technology, Operations, and other business units where service agreements are material to business continuity. The role ensures that vendors perform in line with contractual obligations, service levels are maintained, and incidents are managed with urgency and discipline. Acting as a central point of coordination, the Service Manager enables cross-functional alignment on service-related matters, ensures timely resolution of critical issues, and upholds regulatory and internal compliance standards. This role is integral to sustaining operational performance across multiple domains through structured service oversight and continuous improvement.

Job Details

Core Accountabilities and Responsibilities

• Oversee all third-party service delivery across IT, operations, and business units, ensuring performance meets agreed SLAs and contractual terms.
• Serve as the primary contact for escalations related to service outages or underperformance; manage severity levels and coordinate response to minimise business impact.
• Facilitate structured communication between service providers, internal stakeholders, and Group Technology, ensuring alignment and follow-through.
• Monitor, track, and report on key service metrics, including availability, incident resolution timelines, and breach trends.
• Maintain oversight of service request workflows across departments, ensuring timely handling, proper documentation, and stakeholder coordination.
• Coordinate internal and vendor-led service reviews, monitor follow-up actions, and ensure resolution of long-standing issues.
• Lead or support the setup and review of outsourced contracts from a service and performance perspective, ensuring activities and functions are appropriately mapped and monitored.
• Provide assurance that all outsourced services align with regulatory and internal control requirements, including provisions under BID-34 for third-party oversight.
• Maintain a central repository of service-related documentation, including vendor obligations, escalation protocols, risk registers, and service logs.
• Identify systemic issues or service risks and recommend corrective actions improving performance and reduce business disruption.
• Contribute to audit and compliance reviews by ensuring traceable records of vendor performance, escalations, and service interventions are in place.
• Identify trends/risks in service performance and propose preventive measures to reduce operational exposure.

Requirements

Knowledge and Skills Required of the Job Holder:

• Bachelor’s degree in Information Technology, Finance, Law, or Business Administration
• At least 5 years’ experience in vendor management, service delivery, contract oversight, or operations coordination
• Solid understanding of third-party service frameworks, performance monitoring, and SLA enforcement
• Familiarity with regulated environments, especially in financial services, with working knowledge of BID-34 or equivalent governance frameworks
• ITIL Foundation or Practitioner certification, COBIT
• Experience coordinating service providers across technology and business support functions
• Background working with service outsourcing in cloud or hybrid environments
• Experience coordinating with audit, legal, risk, or compliance functions.
• Formal training or exposure to contract management or commercial law will be advantageous.

• Strong capability to manage outsourced service delivery against defined KPIs and contractual expectations
• Understands the operational impact of how contracts are structured, scoped, and monitored
• Able to triage and escalate incidents with speed and clarity based on severity levels
• Communicates effectively across vendors, business units, and executive functions
• Highly organised with ability to manage multiple service threads, escalations, and reviews concurrently
• Able to interpret performance data, identify service gaps, and recommend structured improvements

About Company

Letshego Financial Services Namibia

https://www.letshego.com

Letshego is a Setswana term meaning ‘support’. At Letshego we provide financial support to our customers. Our new brand mark is a stronger, bolder and more modern depiction of the Letshego tripod.