MFS Service Manager

About Mixx by Yas

Mixx by Yas is a fintech company belonging to the AXIAN Group, a pan-African business operating in five African countries.

Joining Mixx by Yas means becoming part of a fast-growing fintech company driven by a culture of innovation, agility and impact. Its young, passionate and ambitious teams are shaping the future of financial services.

Job Summary

Mixx by Yas is seeking a qualified and experienced MFS Service Manager to lead IT service management and delivery operations. The successful candidate will be responsible for ensuring effective IT service delivery, monitoring performance, improving service quality and maintaining alignment between IT services and business objectives.

Key Responsibilities

• Define and manage IT service goals, outcomes and performance metrics.
• Monitor KPI, OLA and SLA compliance through scorecards and reporting tools.
• Drive service portfolio development and service maturity improvements.
• Ensure effective and efficient consumption of IT services across the business.
• Partner with business units, vendors, third parties and regulators to enhance service delivery.
• Provide leadership, coaching and governance for ITSM processes and tools.
• Oversee Incident, Problem, Change, Asset, Configuration, Capacity and Service Catalogue Management.
• Implement and enhance ITSM capabilities, including Knowledge, Release, Event and Request Management.
• Ensure service availability, performance, resilience and end-to-end service quality.
• Lead Root Cause Analysis (RCA) and resolution of critical and recurring incidents.
• Own and manage Disaster Recovery (DR) and Business Continuity Planning (BCP), including runbooks, Recovery Point Objectives (RPOs) and Recovery Time Objectives (RTOs).
• Drive continuous service improvement through process optimisation, testing and service performance analytics.

Academic Qualifications and Experience

Applicants must meet the following requirements:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration or a related field.
• At least five (5) years of experience in Information Technology.
• At least two (2) years of management or team leadership experience.

Additional Certifications

Professional certifications will be an added advantage, including:

• ITIL v3/v4 (Foundation or Expert).
• Certified ScrumMaster (CSM).
• Project Management Professional (PMP).
• PRINCE2.

Core Competencies

The ideal candidate should demonstrate the following competencies:

• IT Service Management (ITSM) and Service Delivery Leadership.
• Service Portfolio, Strategy and Lifecycle Management.
• ITIL Process Governance, including Incident, Problem, Change, Asset and Configuration Management.
• ServiceNow, CMDB and ITSM Tools Expertise.
• Stakeholder, Vendor and Regulatory Relationship Management.
• Leadership, Coaching and Team Development.
• Customer Experience, SLA Management and Service Excellence.
• Continuous Improvement, Process Optimisation and Service Transformation.

Diversity and Inclusion

At Mixx, diversity is considered a source of strength. Where candidates have equal skills, female applicants are encouraged to apply.

The company is committed to creating a fair, inclusive and stimulating professional environment for everyone.

Application Instructions

Interested and qualified candidates are invited to submit their applications through the official Mixx by Yas recruitment portal.

Application Deadline: 4 November 2026

How to Apply:

Visit the official recruitment link below to review the job details and complete your application.

CLICK HERE TO APPLY