Transformation Manager - Command Center

About the role

We are looking for a Transformation Manager to lead the operational transformation of Axian Digibank & Fintech’s Command Center. The role will modernise and scale a Command Center model across two regional hubs in Madagascar and Tanzania, ensuring readiness and compliance under the Head of QoS.

Key responsibilities

• Coordinate daily delivery across six workstreams, track milestones, manage risks and ensure quality of runbooks, SOPs and dashboards.
• Assess staff competencies, design up‑skilling plans and maintain a competency matrix.
• Define incident management processes, escalation SOPs and KPI/SLI reporting while complying with local financial regulations.
• Support design and phased rollout of the multi‑country Command Center model.
• Prepare status reports, steering‑committee materials and regulatory compliance dashboards.
• Manage interactions with L2/L3 service providers and integrate their deliverables.

Required profile

• Bachelor’s degree (or equivalent) in Telecommunications, Computer Science, Information Systems or related field.
• 10‑14 years of experience in telecom operations, IT service management or transformation programmes, with proven leadership of a Command Center or NOC.

Required skills

• Strong ITSM background (ITIL v3/v4 preferred).
• Expertise in KPI/SLI frameworks and QoS governance.
• Experience with incident management and escalation SOPs.