Service Management Officer

Position: Service Management Officer
Location: Blantyre, Malawi
Company: National Switch Limited (Natswitch)
Reports to: Operations Manager

About Us

Natswitch operates the Malawi’s national payment switch, a shared digital foundational payments infrastructure that enables interoperability among retail payment service providers (PSPs), including commercial banks, mobile money operators, fintechs, MFIs, SACOOs, and other payment institutions. The compary plays a central role in advancing financial inclusion, efficiency, and innovation within Malawi’s payment ecosystern and remains committed to delivering secure, interoperable, and innovative switching services built on integrity and inclusivity.

Role Overview

The Service Management Officer will serve as the central driver of service excellence at Natswitch, ensuring the seamless and secure operation of the national switching platform in alignment with best practices and the company’s commitment to operational excellence and coordinate service delivery and performance management across the national switch ecosystem. in line with the ML service managerent framework. The role will ensure that all services are designed, transitioned, operated, and continually improved to meet agreed scheme rules, Service Level Agreements (SLAs) and deliver value to all ecosystem stakeholders, including Payment Service Providers (PSPs) and regulators.

Key Responsibilities

Service Strategy & Financial Management

• Support the development and maintenance of service strategies aligned with Natswitch’s business goals
• Contribute to the financial management of services by tracking cost efficiency and value realization Coordinate service performance reviews to ensure strategic alignment with stakeholder expectations

Service Design

• Participate in the design of new or improved payment services, ensuring compliance with SLAs, capacity, availability and security requirements
• Maintain accurate documentation for all service processes, configurations, and dependencies
• Engage with vendors and PSPs to ensure interoperability and high quality of services

Service Transition

• Support controlled change, release, and deployment processes to minimize risks and service disruption
• Manage acceptance testing, configuration, and knowledge transfer activities for new or updated services

Service Operation

• Oversee day-to-day service operations and coordinate incident, problem, and event management activities
• Ensure timely escalation and communication of critical incidents to stakeholders
• Track and report on key service performance indicators and SLA compliance

Continual Service Improvement

• Analyze service performance metrics to identify trends and improvement opportunities
• Lead root-cause analysis and preventive actions to enhance service reliability
• Promote a culture of service excellence across the national switch ecosystem

Reporting

• Track hey performance indicators and prepare service performance reports

Qualifications & Experience

• Academic: Bachelor’s degree in computer science, IT, or related field ITIL certification is an added advantage.
• Experience: Minimum of three (3) years’ experience in IT Service Management, preferably within financial services, payments, or telecommunications
• Strong understanding of ITIL lifecycle processes and practical experience with incidents, problem, change, and service level management
• Certification in ITIL Foundation is an added advantage
• Experience in vendor, partner, and stakeholder management
• Strong understanding of ITL and service delivery frameworks
• Proficiency in SLA monitoring incident tracking systems, and service performance analytics
• High proficiency in Microsoft Office, reporting tools, and ticketing platforms
• Sound understanding of information security principles and risk management

Skills

• Deep understanding of switching systems and payment protocols (ISO 8583, ISO 20022)
• Strong analytical, troubleshooting and documentation abilities
• Effective time management, prioritisation, and multitasking skills
• Strong verbal and written communication skills, with the ability to prepare professional reports and presentations
• Collaborative, proactive, and results-oriented
• Strong interpersonal and stakeholder engagement abilities
• Excellent communication and stakeholder managerent
• Familiarity with cybersecurity and business oontinuity planning

Personal Attributes

• High integrity and professional conduct
• Strong sense of acoouritability and service excellence
• Strong analytical, communication, and coordination skills
• Results-oriented
• Able to perform under pressure and manage multiple priorities
• Commitment to continuous improvement and service excellence with focus on innovation
• Stakeholder-focused mindset

Application Details

Interested candidates should send their aoplications, including a detailed Curriculum Vitae, copies of certificates, plus names and addresses of three traceable referees to the address or email below not later than 1 December 2025

The Chief Executive Officer,
National Switch Limited,
Ulimi Building, 2nd Floor,
P O Box 2334,
Blantyre
Email: hr@natswitch.mw
(Clearly state the position being applied for in the email subject.)