Head of Implementation & Support

IT – Support
Cape Town – Western Cape

YOUR strong leadership & varied technical expertise is sought by a cutting-edge FinTech company in Century City to fill the key role of its next Head of Implementation & Support. Your core role will entail managing a department of Implementations and Support staff and be responsible for the output of that department. You will also be expected to ensure the team is equipped to deliver effectively and that efficient, consistent delivery and support processes and systems are in place. The ideal candidate must have a Degree/Diploma in a relevant field, equivalent experience will be considered – you will require 10 years suitable work experience specifically technical leadership in Payments, preferably with Postilion, have significant experience & knowledge of motivating and leading people in challenging environments & managing Project and/or Programme teams.
Profitability and growth –
  • Work with Deal Originators and the C-suite to deliver new sales involving their teams.
  • Work with Sales and Marketing to ensure that an accurate picture of what is offered to existing and new customers is portrayed.
  • Profit maximisation as a whole, involving close collaboration and resource sharing with other HODs.
  • Work with Finance to prepare their department’s budget report on a pre-defined frequency (at least twice annually), including:
    • A review of reasons for major variances, if any, from the current year’s program.
    • An up-to-date rough forecast of budget.
    • A statement of “management objectives” for the coming year.
    • A review of progress made in accomplishing management objectives for the prior year.
Quality and consistency of the services they provide –
  • Engage with customers, other Heads of Departments and the Sales / C-suite staff (CEO, COO, CFO etc) to shape and finalise contracts for new projects involving their department.
  • Review and sign off the technical and project content of all contracts / statements of work involving their department.
  • Ensure there is a smooth, well documented, continuously improved process to maximise quality and throughput for their teams.
  • Understanding and being able to report on the status of all projects and areas of responsibility for their departments up to C-suite.
Staff success and happiness –
  • Ensure the growth and happiness of their team is seen to either by them or the Line Managers in their organisation.
  • Work with the HR Lead or Training staff to ensure all new staff are well trained and supported to tackle initial projects without compromising the quality of the group’s delivery.
  • Work with the HR Lead and CFO to ensure annual training of their staff for key competencies.
  • Work with Line Managers to manage inter team dynamics.
  • Work with Line Managers to resolve staff delivery problems or facilitate performance plans.
  • Resolve inter-staff escalations to them or Line Manager staff escalations to them prior to escalating to the C-suite.
Customer passion –
  • Engage directly with their customers at least once a quarter to find out how it is going, what we can do to improve and how they are enjoying the products and services they are using.
  • Work with the COO and other supporting staff to measure and track customer satisfaction at least annually.
Specific services for the largest Customer as below –
    • Work with PMO and Sales to resource and implement annual scheme mandates- Visa, Mastercard and any other mandated regulatory changes.
    • Work with PMO and Sales to contract for, resource and implement any specific projects requested by the Customer relating to the Implementation & Support (I&S) team.
    • 24×7 Production Support for the Customer’s ATM Driving estate running on Postilion. This support is after the Hosted Provider has done initial analysis and covers standard software, custom software for the client and licenced products running on the switch.
    • 24×7 Production Support for licenced solutions running across several AWS cloud environments. The team will typically be the first responders on these issues.
    • Host, monitor and rebuild ATM test environments including standard environment troubleshooting.
  • All production front-line support across all applicable deals.
  • The technical implementation and support of all services customer projects, working in partnership with PMO.
  • The implementation and support of any product projects that need resource from I&S (specifically Implementation Engineers, Implementation Technical Leads, Solution Architects).
  • Upskill and mentor the I&S team.
  • Ensure the team has the necessary tools and processes in place to function efficiently and effectively.
  • Identify various skill levels in the team and create opportunities to grow individuals to the next level.
  • Work with the Quality Control team to ensure the quality outputs from the I&S team are according to business standards.
  • Communicate with Stakeholders to identify and resolve issues throughout the implementation process.
Qualifications –
  • Degree or Diploma in relevant field, equivalent experience will be considered.
Experience/Skills –
  • At least 10 years work experience in relevant discipline, specifically technical leadership in Payments, preferably with Postilion.
  • Significant experience & knowledge of motivating and leading people in challenging environments.
  • Experience in managing Project and/or Programme teams.
  • An experienced, considered and nuanced leader – compassionate but strong and being able to deal with issues sensitively but decisively.
  • A high performer and a safe pair of hands – leading by example, taking care to deliver on your promises or manage expectations otherwise.
  • Solutions-orientated rather than a problem-oriented person and a driver for change.
  • Able to earn the trust and respect of their colleagues.
  • Go above and beyond for their stakeholders / customers.
  • Have an extremely helpful attitude and be a team player.
  • Always leave things better than they found them.
  • Take initiative and ownership.
  • Take pride in what they produce and therefore produce high quality. 
  • Be committed to the company but also be able to strike a balance.