Johannesburg, South Africa

Regional Operations Lead (MEA)

The Regional Operations Lead manages the service and support relationships with the region’s customers. This requires establishing good relationships with the technical and operations teams at the customer and ensuring that their systems run optimally. This includes supporting their queries, advising them on new features, analysing incidents, and reviewing their system health on a regular basis. The Regional Operations Lead is supported by Entersekt head-office for escalations and after-hours support.

The role

  • Manages the service relationship with customers at contract management level
  • Maintains key relationships within customers’ operations teams
  • Negotiates and manages support and maintenance agreements for the region
  • Chairs service-level compliance meetings with customers and drives service improvements for the region
  • Provides monthly service level reporting and operational metrics to customers
  • Acts as escalation point for all support-related issues in the region in accordance with SLAs
  • Initiates and drives problem and change management in line with ITIL and best practices for the software industry at a technical and cross-functional level
  • Coordinates corrective and preventative actions in the region with the support of the Entersekt Centre of Excellence (COE or HQ), based in Stellenbosch, Cape Town
  • Participates in the development, implementation and rollout of support tools, systems, and processes
  • Plans and manages maintenance and upgrades/refreshes of software and hardware
  • Assists Sales with upselling of new features and upgrades on existing installed base
  • Provides regional input on product design and improvements to ensure global scalability, usability, and unlocking of local opportunities, as well as reduced direct support
  • Provides regional IT support where necessary, including co-ordination of local IT SPs
  • Recruits and manages a small team of regional Support Specialists in line with regional growth
  • Travels within the region for key operational workshops and discussions

Skills & Experience

  • Engineering, Computer Science, or relevant IT degree
  • 7+ years’ experience in a software environment in a directly customer-facing role
  • Experience in financial services, telecommunications, or mobile industry (beneficial)
  • Customer relationship or account management experience (essential)
  • Local citizen of the region, including being able to converse in the primary languages spoken in the region (highly advantageous)
  • Ability to communicate clearly in English (required)Solid understanding of end-to-end product lifecycles (work experience in a product or software development organisation would be advantageous)
  • Solid experience in contracting of services, from initial discussions to negotiation and amendments
  • Experience in commercial modelling of technology-based services (advantageous)
  • Effective written and verbal communication skills: the ability to express thoughts clearly, listen carefully, respond appropriately, and reduce misinterpretation and misunderstanding

Personality attributes

  • Strong technical communication skills: the ability to engage in technical discussions with customers and host workshops and training sessions
  • Hands-on technical expertise: areas include networking; system-to-system APIs; mobile applications, and mapping of business versus technical processes
  • Knowing what will work: being able to empathize with customers, their needs and frustrations, while maintaining a professional relationship and meeting commitments
  • High emotional intelligence: understanding his/her emotions and how these impact others; the ability to identify the wants, needs, and viewpoints of others
  • Ability to manage conflict well and build strong relationships
  • Strong leadership skills and the ability to influence, negotiate with and persuade others
  • Ability to function well under pressure
  • Must be obsessed with ensuring that each customer gets the most from deployed solutions and services

Apply for this position! Email your CV and cover letter to:

This email address is being protected from spambots. You need JavaScript enabled to view it.

logo entersekt

Entersekt is an international software development company based just outside of Cape Town, South Africa.

We are leaders in authentication, app security, and payments enablement technology, offering a highly scalable solution set with a track record of success across multiple continents.