What You Can Expect

As our Asset Operations, Field Service Technician, you will be responsible for executing field response for reactive and planned maintenance activities of select operating standalone battery assets in Athens, Texas area.  You will also serve as a key company representative for maintenance scheduling and coordination with internal teams as well as 3rd parties. This field-based position will work across departments to communicate updates and will require frequent travel, primarily to two facilities in North Texas.  As such, candidate must reside within  60 minutes of our Athens, TX area facilities.  

Every day you will be responsible for keeping the battery storage plants up and running, coordinate with various Original Equipment Manufactures “OEMs”, internal and external maintenance partners, provide hands-on troubleshooting of on-site technical issues, perform deviation detection and mitigation on the operating battery plants. You will communicate with internal departments, Performance Management, Asset Management, and Remote Operations teams to report any issues or needs and support issues resolutions coordinating with internal teams, OEMs and EMS providers. You will support reliability improvement plans via coordinating with in-house and third-party technical engineering staff.

What You’ll Bring

• Minimum high school diploma or technical certificate
• Minimum of three (3) years of electrical experience or comparable industrial experience such as Power Sector Industry, Military experience working with diesel generators or power systems, or Oil & Gas industry experience with maintenance/service experience of heavy machinery is beneficial in lieu of battery storage experience
• Ability to meet highest attendance requirements
• Ability to communicate effectively, both written and verbally
• Ability to handle multiple assignments on a timely basis with a high degree of accuracy

Additional Details

• This is a field position requiring regular travel to ENGIE site(s) 
• This role requires daily attendance at worksite
• Must be available to travel (domestically) up to 25% of the time (and with the need for some overnight trips.)  
• Must possess a valid U.S. driver’s license/clean driving record
• Must be willing and able to comply with all ENGIE ethics and safety policies 
• The position consists of 30% work indoors and 70% work outdoors; outdoor work may expose the employee to weather conditions 
• Could involve some lifting / up to 50 lbs 

Compensation

Salary Range: $32.45 – $49.70 USD, hourly. 

This represents the average expected pay range for a qualified candidate.

Actual offered salary may depend on geography, experience, industry knowledge, education, internal pay alignment, or other bona fide factors.

ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors. 

In addition to base pay, this position is eligible for a competitive bonus / incentive plan.

Your Talent Acquisition Partner can share more specific information regarding the benefits or the salary for the position based on the work location

At ENGIE, we take your well-being seriously. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off including wellness days, holidays and leave programs. We also help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match.  But that's not all – we're dedicated to the health and happiness of your entire family, offering supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits. Explore our benefits package to see how we can support you. Learn more.

Why ENGIE?

ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it!  Join us as we develop energy that is renewable, efficient, and accessible to everyone.  

At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion.  We do so for the benefit of our employees, customers, products and services, and community.  ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees.

We are committed to providing employees with a work environment free of discrimination and harassment.  All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at ENGIENA-ENGIEHR@engie.com. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.

This role is eligible for sponsorship.

The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.

                                                                     Job Title:  Credit Operations Specialist

Department: Customer Finance

Location: Zambia  

Reporting line:  Credit Operations Manager

Grade: HL13

Job Purpose

The Credit Operations Specialist is fundamental to the successful implementation of EEA’s Customer Finance Strategy and in achieving of its organizational goals. The Credit Operations Specialist will work cross-functionally with a wide range of teams and external stakeholders. The role holder will provide functional support to the Credit Operations Manager in ensuring that the back-office operations of the Customer Finance department are conducted efficiently and effectively. The role is key in the application of operational processes, procedures, policies, systems and tools in the achievement of EEA’s loan book management. The Credit Operations Specialist will work closely with the Operations, Commercial and Finance functions, providing support for the effective booking of loans, scheduled repayment facilitation, preparation of reconciliations, collections system processes oversight and revenue assurance checks. The Credit Operations Specialist will also provide support in the monitoring of the customer-onboarding Welcome Call KPI delivery.

Responsibilities

Customer Finance Systems and Process Operations Management

• Discharge of Power Hub functions and capabilities.
• Recommendation of system enhancements and issue resolution in collaboration with technical support teams.
• Monitor performance of the Welcome Call teams to ensure performance before set standard is quickly escalated and addressed.
• Application of digital tools.
• Track all cost/expenses of Credit Operations activities.
• Manage system database with respect to Customer Journey strategies (Calling Scripts, SMS Scripts, SMS Broadcast frequency etc.)
• Monitor SMS success rates and resultant portfolio impact

Stakeholder Management

• Work with the various stakeholders – CX, Product, Ops & Commercial at both the country and central level to support business deliverables
• Integrate new customer communications channels and content to improve repayment behavior

System Design & Continuous Operational Improvement

• Identifying gaps in the current systems or areas for improving the efficiency and effectiveness of existing Customer Finance related processes
• Identify research projects that aim to improve our credit operations in all areas and work closely with the CF Data Analysts to identify opportunities to improve loan portfolio performance.
• Support the operationalization of new systems and process getting buy-in from the implementing team and ensuring they have the right tools and support to successfully roll out
• Participate in ensuring that all current standards and processes are well documented, regularly updated, and made available to applicable team members for reference and development of training materials

Global cross-pollination

• Collaborate with other EEA market teams & EEA Central team to leverage best practices from EEA Zambia
• Implement best practices from the EEA network and brainstorm solutions to common challenges.

Required Skills & Experience

• Minimum University degree in Economics, Banking, Finance, Accounting, or related field
• 3+ years’ work in financial services operations, loan management system expertise, experience in analytics, credit support or similar, particularly in sectors like Retail financial services or any related field.
• Strong interpersonal skills with high degree of clarity in communication.
• Experience in delivering presentations to stakeholders.
• Ability to generate new ideas and bring them through to implementation in a structured way.
• Deep empathy for the customer and commitment to inclusivity, consumer protection, & responsible financial services within the context of creating a profitable, scalable enterprise
• Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa

Language(s):

• English
• Proficiency in one or more languages spoken by our customers is a big plus

Technology:

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience using data analysis tools e.g. Excel, SQL, Python/R etc. To analyze processes/ performance and make suggestions & improvements is a big plus
• Familiarity with global technological advancements is a must

Job Title:  Field Operations Specialist (FOS)

Department: Customer Finance

Location     Zambia 

Reporting line:  Credit Collections Manager

Grade: HL 13

Job Overview

The Field Operation Specialist is fundamental to the successful implementation of the Customer Finance Strategy with regards to efficient management of customer loan repayments. S/he is integral to the implementation of sustainable collections activities targeted at collections effectiveness and loss reduction. The role is responsible to the Implementation/execution of credit risk mitigation initiatives, encompassing credit culture enhancement, arrears collection and custody of delinquent assets. The role reports into the Collections Manager , S/he will work cross-functionally with commercial, operations, and field teams on the ground.

Job Description

Portfolio Management

• Responsible for Portfolio management of Active & PAR loans  in the regions assigned.
• Implement collections initiatives and projects according to Collections  strategies in the zone.
• Actively identify and escalate immediate & long-term regional portfolio risks and coordinate timely solution-based actions to closure.
• Receive and escalate feedback on Portfolio Performance from all key stakeholders in the regions.
• Monitor early warning credit KPIs and devise contingency plans to manage losses proactively for the regions. – Par10@2MOB,FMP,PVE,IDR
• Ensure there is month on month reduction on bad debts across the region through cross functional initiatives.
• Suggest new indicators to help steer customer repayment behavior.

Key responsibilities

• Drive high integrity & ethics in the Customer facing staff involved in repayments (FTE or Contract) by implementing risk mitigating policies in place.
• Enforce control mechanisms in place for satisfactory quality assurance on Policies & SOPs.
• Conduct trainings regarding credit KPIs for the field teams across the zone.
• Offer proactive support during Credit campaign to drive repayments growth and loss reduction, this includes training, sharing correct information, feedback and campaign performance reports.
• Generate innovative ideas to improve team involvement in portfolio ownership & management in the region.
• Devise & Implement credit management initiatives in cost efficient manner to maximize ROI across assigned zone.
• Responsible for improving collections and meet monthly targets.

Team Management

• Oversee the work of the Collections field teams
• Indirectly oversee the activities and productivity of all Mysol Agents supporting their daily activities with data on Portfolio Health.
• Month on month improvement on number active Mysol champs in Green customer PH.

Required Skills & Experience

• Minimum University degree in Business administration or related field
• 2+ years’ work collections and recoveries, credit support or similar, particularly in sectors like Retail financial services or any related field.
• Ability to collaborate with cross-disciplinary, diverse teams.
• Good interpersonal skills
• Proficiency in one or more local languages spoken by our customers is a big plus.
• Excellent written and verbal communication in English.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to use analytical and problem-solving skills in a customer-focused context and English.
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity
• Atleast 1 year old driver’s license.

Job Title:  Credit Assessment Officer

Department: Customer Finance

Location     Zambia 

Reporting line: Credit Risk Manager

Grade: HL 13

Job Overview

The Customer Finance Team plays a pivotal role in ensuring the overall success of our largely  unbanked customers in completing their loans and getting continued access to clean, reliable energy. The team works cross-functionally with our commercial, customer experience, product development and operations on the ground to ensure that we provide all customers with successful responsible onboarding and offer constant support through adequate monitoring and interventions all the way through the lifetime of our customers’ loans. The Credit Assessment Officer role provides an amazing opportunity for the right candidate to have a direct impact on how we are revolutionizing credit and financial inclusion for the base of the pyramid. S/He will work closely with the Credit Risk Manager, customer finance team and the commercial team around credit risk analysis, and they are required to review the financial status of new and existing customers to determine their level of risk and make recommendations.

Key Responsibilities

• Support the CF team on carrying out accurate KYC, ensuring correct capturing of IDs,
• Customer Photos, financial documentations etc
• Analysis of Customer financial status by checking based of customer financial records (Bank statement/Mobile money statements, etc.)
• Assessing loan qualification for customers under review
• Assessing customer financial and personal details about the ability to repay the acquired
• loan using the system assessment tool.
• Educating customers on current payments terms again and giving them the terms and
• conditions governing the acquired loan.
• Communicate the assessment results to the applicants and sales team in a timely matter.
• Ensure all applied customers are assessed within SLA timelines
• Reviewing the credit limits of existing customers to determine if they qualify for an upgrade
• in their credit limit.
• Payoff off the customer cleared accounts.
• Educating CF Call center, sales team & field staff on applicable policies guidelines,
• processes, and procedures.
• Resolution of customer queries & key stakeholder managements
• Ad hoc tasks as assigned by Manager or Departmental Head

Required Skills & Experience

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience using data analysis tools
• Knowledge of KYC and other risk management tools
• Ability to analyze financial data
• To analyze processes/ performance and make suggestions & improvements is a big plus
• Ability to demonstrate proactivity and independent task execution
• Strong verbal and written communication
• Proficiency in one or more languages spoken by our customers is a big plus
• Flexibility with ability to work under pressure to meet deadlines

Qualifications

• 2years minimum work experience in a similar role
• Bachelor’s degree in accounting, Finance, Economics, or any related qualification
• Work experience in related areas such as energy access, last-mile product financing,
• microfinance or digital financial services is a big plus
• Strong analytical skills, attention to details and able to assess risk while protecting the
• interest of customers and the business
• High level of comfort working with data, with the ability to translate analysis to insights
• Deep empathy for the customer and commitment to inclusivity, consumer protection, &
• responsible financial services within the context of creating a profitable, scalable
• enterprise
• Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and
• financially underserved customers in sub-Saharan Africa

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable, and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services, and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the Mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda, and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

https://www.linkedin.com/company/engieenergyaccess/

Job Purpose/Mission 

Majority of the EEA’s business line product value chain activities are centered around the quality of the product and the ability to serve customers fast. The backbone of these capacities revolves around the circularity agenda including repair, refurbishment, technical centers management, tools and diagnosis, waste, and end of life management (disposal and recycling), repurposing, among other important pillars, reverse logistics management, new product introductions, technical systems support (internal database) among others.

The Technical Operations Manager role is therefore positioned to propagate excellence within African Operations in these critical aspects by creating metrics to monitor operational standards, setting benchmark to compare and identify gaps in processes, procedures, and methods, identifying opportunities for cost optimization and standardization, coach in-country operations teams to adopt improvements, lean processes, and best practices.

This is an exciting role which requires creativity and tactical visioning as well as operational execution and working cross-functionally with our teams in African countries.

Responsibilities:

• Lead implementation of technical improvements within the circularity pillars of EEA including repair, refurbishment, tech center management (tools, processes), testing and diagnosis.
• Technical support for deployment of tooling changes or NPI advised from R&D hardware – create and communicate processes and procedures related to all countries and implement with the technical teams in the countries.
• Support New Product Introductions (NPI) to all countries by creating content, serialization of new products (serial-number-board), ensuring readiness of technical centers tools and systems to launch, and disseminating to heads of operations and technical teams in the country through regular trainings.
• Work closely with related teams in R&D, China Operations, Product Management to define diagnosis, refurbishment and repair strategies for existing and new products. Work with countries to examine and implement centralized vs. decentralized diagnosis and refurbishment strategies to reduce turn-around-time and increase customer satisfaction.
• Track cost optimization opportunities on core processes in the product value chain of African operations including technical operations and capacity utilization, set up of tech centers and improvement of necessary tools and processes to bring most value to EEA on IQC/assembly, repairs, and refurbishment, testing and diagnosis, increase productivity to use more refurbished hardware for warranty - in liaison with the QA and CX team. 
• Support the improvement of Inventory control tools and procedures in the operating countries especially in the areas of technical operations, together with accounting and country operations heads, lead preparation and full adoption of inventory control guidelines for technical operations.
• Create policies, processes, and procedures to share tech center best practices to achieve highest levels of operational excellence and standardization across the tech centers. Maintain repository for critical technical operations related policies, guidelines, and procedures. Update and upgrade any as required periodically.
• Track and maintain consolidated records of product end-of-life (EOL) for each country; use appropriate standards to assist and advise on EOL management including finding, due diligence, auditing, and contracting of suitable recycling partners to work with EEA. Employ technical skills to find alternative use / repurposing of EOL items to reduce disposal and e-waste.
• Track and improve the reverse logistics with countries to ensure efficiency in returning of swapped products to the tech center for refurbishment and turning them around to the field for reuse. Reduce the turnaround time.
• Develop and implement standard score card metrics to monitor the health of operations of technical operations including backlog reduction, repair and refurbishment throughput rates, product quality metrics including pass/fail, data gathering and maintenance in critical tools, and disposal / e-waste management.
• Coach and train country operations teams on improvements / best practices as needed to elevate tech center activities.

At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports. 

We believe that great managers:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge and skills:

Experience:

• Minimum 4 years of experience in operations/operations excellence/operations improvements/supply chain related fields. 
• Ability to get hands-on, analyze processes, determine gaps, and formulate solutions to improve operations. 
• Technical knowledge of formulating policies, processes and procedures suiting multiple operations. 
• Ability to work with cross-cultural teams and bring together diverse teams – cut through barriers to achieve compliance.
• Stakeholder management and ability to interact with key external partners in recycling / disposal.

Qualifications:

• Bachelor’s degree in operations/operations excellence/operations improvements/supply chain / engineering / technical projects management related fields.
• Professional certifications in lean / six sigma, engineering is an added advantage.
• Working knowledge of kaizen processes, project management, and improvements are also important.

Language(s): 

• English
• French & Portuguese are a plus.

 Technology:

• Advanced MS Office User (Excel, PowerPoint, Word)
• Knowledge of Sales and Operations tools and ERP systems, e.g., SAP, NAV for supply chain.
• Knowledge on data analysis to support critical KPIs and metrics including the use of analytical tools.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths! 

 A significant exposure to ethics risk given the geographical footprint (9 African markets) and type of activities (B2C, with large sales force on the field), this hire is critical for business continuity.

 Job Title: Head of Public Affairs & Strategic Partnerships

Reporting Line: Global Head of Strategy & Policy

Location: Any of EEA Markets

Job Grade: 18

About ENGIE Energy Access (EEA)

ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.

With over 1,800 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 2.4 million customers and more than 12 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.

engie-energyaccess.com

linkedin.com/company/engieenergyaccess

Job Purpose

The Head of Public Affairs & Strategic Partnerships will play a key role in ENGIE Energy Access (EEA). This role will be responsible for managing public affairs and strategic partnerships across the organisation, including setting the direction, driving key initiatives and partnerships, and establishing standards, tools, reporting and governance. The role will work closely with key internal leaders (especially Global Head of Department, Country Directors and the CEO) and key external partners and stakeholders.

Key Responsibilities

1. Develop and manage the overarching strategies and plans for public affairs and strategic partnerships across the organisation

2. Develop and implement standards, tools and processes to support public affairs and strategic partnerships, then work cross-functionally to implement

3. Provide reporting and governance for public affairs and strategic partnerships to senior leadership, including taking critical actions to drive forward

4. Identify and prioritise critical areas for strategic partnerships, then where appropriate (especially for corporate partnerships), lead the development and management of large-scale and high-impact partnerships

5. Continuously mitigate public affairs risks, and where matters do arise, provide subject matter expertise and planning support to leaders and coordination at the global level to ensure effective resolution

6. Provide leadership, coaching and mentorship for public affairs and strategic partnerships, both to direct reports and to those team members across the organisation with related responsibility

Detailed Responsibilities

Public Affairs

• Develop and manage EEA’s overarching public affairs strategy, including working closely with countries and other global departments to identify key policy priorities to achieve EEA’s strategic and financial objectives

• Develop and implement risk management frameworks and protocols to key public affairs risks, proactively identifying and managing, ensuring the organisation is prepared to address and resolve potential issues

• Where public affairs issues do arise, provide subject matter expertise and planning support to countries and global leads and coordination at the global level to ensure effective resolution

• Provide leadership, coaching and mentorship for public affairs, both to any direct reports and those team members across the organisation that have public affairs responsibility

• Lead ad-hoc public affairs initiatives, including policy briefs and position papers    , written and verbal communication to key stakeholders, and thought leadership

• Oversee EEA’s public and industry engagement activities, including identifying stakeholders (e.g. government, industry associations and community organisations), developing an engagement approach, monitoring engagement success and managing information (e.g. documents, data)

• Act as a spokesperson for the organisation on public affairs issues, representing EEA in meetings, conferences, and other forums

Strategic Partnerships

• Oversee the overall organisational approach to strategic partnerships, ensuring alignment with ENGIE Energy Access' mission and strategic objectives

• Identify and prioritise critical areas for strategic partnership development, focusing on opportunities that align with ENGIE Energy Access’ strategic goals

• Align on responsibilities for managing partnerships with other key functions within the organisation, promoting a collaborative and integrated approach

• For identified key partnership areas (especially corporate partnerships), identify, engage and secure large-scale strategic partnerships, leveraging our strengths and capabilities to maximise impact

• Develop and implement policies and procedures for partnership management, ensuring consistency and efficiency across the organisation

• Oversee a centralised system for tracking and reporting on strategic partnership activities, ensuring transparency and accountability

• Continually monitor, report on and evaluate the effectiveness of partnership strategies, making adjustments as necessary to achieve desired outcomes

Experience, Knowledge & Skills

• At least 10-15 years of relevant experience, ideally in public affairs, strategic partnerships, business development / administration, international relations or policy, across either the public or private sectors

• Proven leadership managing partnership efforts and experience with key stakeholders across the public and private sector, including national governments, multinational organisations, philanthropic and private sector players across the value chain

• Experience in complex, fast-paced, entrepreneurial environments in global organisations, ideally with multiple offices and a matrix environment

• Strong execution and organisational skills, with the ability to manage multiple projects and successfully deliver against key priorities

• Strong strategy and visioning skills, with the ability to set and communicate objectives to key stakeholders, including being able to clearly articulate the case for change

• Outstanding stakeholder engagement and written / verbal communication skills, with the ability to develop meaningful and productive relationships with a diverse set of internal and external stakeholders

• Experience in the global development sector, with a focus on Africa, would be desirable

• English is mandatory, with French, Portuguese or Swahili a plus

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!  

Job Title:  Service Delivery Manager 

Department: Technology 

Reporting Line: Global Head of Technology  

Location: UG preferably or any Country with an existing EEA office 

About ENGIE Energy Access 

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.5 million customers and more than 8 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.  

www.engie-energyaccess.com 

Position Overview: 

We are seeking an experienced and proactive IT Service Delivery Manager to join our dynamic team. As an IT Service Delivery Manager, you will be responsible for overseeing the efficient delivery of IT services, ensuring seamless operations, and maintaining high-quality customer satisfaction. Your expertise in managing IT service teams and optimizing service processes will be essential in driving our organization's success. 

Key Responsibilities: 

1. Team Leadership: Lead, mentor, and motivate a team of IT service professionals to deliver exceptional customer support and technical solutions. Foster a collaborative and high-performance work environment. 

2. Service Quality Assurance: Develop and implement strategies to ensure the delivery of high-quality IT services that meet or exceed customer expectations. Establish and monitor service level agreements (SLAs) to measure performance and implement improvements as necessary. 

3. Incident Management: Oversee the timely resolution of incidents and service requests. Coordinate with technical teams to address critical issues, minimize downtime, and restore services efficiently. 

4. Change Management: Implement and manage ITIL-based change management processes, ensuring seamless service transitions and minimizing risks to business operations. 

5. Service Improvement: Continuously evaluate service performance, identify areas for improvement, and implement process enhancements to optimize service delivery efficiency and effectiveness. 

6. Vendor Management: Collaborate with third-party vendors and service providers to ensure they meet contractual obligations and deliver services according to agreed-upon standards. 

7. Budget and Resource Management: Work closely with the IT leadership team to manage the IT service delivery budget effectively and allocate resources efficiently. 

8. Reporting and Analytics: Generate regular reports on service performance metrics, customer satisfaction levels, and incident trends. Utilize data insights to make data-driven decisions and implement improvements. 

9. Stakeholder Communication: Develop and maintain strong relationships with key stakeholders, including department heads, executives, and business partners. Provide regular updates on service delivery performance and initiatives. 

10. Risk Management: Identify potential risks and proactively implement measures to mitigate them. Ensure compliance with relevant industry regulations and security standards. 

Qualifications and Experience: 

- Bachelor's degree in Computer Science, Information Technology, or a related field. 

- Proven experience (X years) as an IT Service Delivery Manager or in a similar leadership role in IT service management. 

- Strong understanding of ITIL principles and best practices. 

- Excellent leadership, communication, and interpersonal skills. 

- Demonstrated ability to manage multiple projects and prioritize effectively. 

- Solid analytical and problem-solving abilities with a data-driven approach. 

- Previous experience in vendor management and contract negotiation is desirable. 

- Certifications such as ITIL, PMP, or other relevant credentials are a plus. 

Join our passionate team and play a pivotal role in delivering top-notch IT services to our organization and clients. If you thrive in a fast-paced environment and have a track record of driving service excellence, we encourage you to apply for this exciting opportunity as an IT Service Delivery Manager. 

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.  

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!