Service Manager Command Centre

 

 

T3 ROLE PROFILE

 

© PayInc | All rights reserved 1

Date Created

26th February 2026 Last Date Revised

26th February 2026

Created By Terence Adams Revised By

 

POSITION DETAILS

 

1. Job Title Service Manager Command Centre

2. Position Code SERV_MNGR_CC00

3. OFO Code

4. Occupational Category Professional

5. Equity Job Function Core

6. Division System Operations and Management

7. Cost Centre/Department K14765Y - Command Centre

8. Reporting to Position Manager Command Centre

9. Reporting Manager Terence Adams

10. Primary Job Family Operational

11. Career Matrix T3

12. High Impact Role No

13. Mission Critical Role No

14. Reward Level/Occupational Category RL 17

15. Employment Type Permanent

16. Location Rosebank

17. Employee Operational Status RUN - Normal Operations

18. TMS User Manager

 

 

 

 

 

© PayInc | All rights reserved 2

 

POSITION DETAILS

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap, PayInc provides the backbone that enables money to move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind. PURPOSE To manage Command Centre operations and ensure quality customer service, continuous monitoring and processing of critical systems, processes, and infrastructure. The role is pivotal in delivering high-quality IT services that support PayInc’s payment clearing operations and maintain customer trust through proactive communication, engagement, and transparency. With high focus on quality customer service and operational excellence You will engage with the following stakeholders:

• Internal Management & Teams

• External Stakeholders (Banks, PASA, SARB)

• Telcos, Network Support, Managed Network Services

• Clients and Customers Your key responsibilities include:

• Proactive Communication: Provide accurate, appropriate timeous feedback to clients/customers on operational issues, incidents, and resolutions.

• Lead all internal project initiatives.

• Give early warnings on potential risks and mitigation plans before customers experience impact.

• Customer support quality monitoring and customer satisfaction reports

• Report, Track and perform trend analysis on customer escalations and queries.

• Attend customer and stakeholder meetings.

• Update and create internal documentation and standards.

• Efficient Query and Incident handling: Participate in major incidents, ensuring transparent communication during bridge calls and escalation processes.

• Close customer support queries and service requests within 24 hours.

• Service Level Assurance: Monitor and report on SLA compliance, ensuring customers are informed of performance metrics and any deviations.

• Keep customers always informed during incidents, outages, and planned changes.

• Ensure queries and concerns are addressed promptly.

• Understand customer needs and maintain trust through clear, consistent communication.

• Ensure compliance with relevant policies, procedures, and legislation.

• Maintain accurate reporting and documentation for audits and reviews.

• Drive continuous improvement initiatives aligned with customer satisfaction goals.

• Prepare daily/monthly reports and communicate outcomes to stakeholders.

• Continuous Improvement: Identify opportunities for innovation and process enhancements that improve customer experience and satisfaction.

• Measure quality service and customer satisfaction.

QUALIFICATIONS / KNOWLEDGE

• Matric (Bachelor’s degree advantageous)

 

 

 

© PayInc | All rights reserved 3

• Certifications: Linux, Networks, Windows, ITIL Service Management, Incident Management,

• Strong written and verbal communication skills

• Advanced Microsoft experience including Word, Excel, PowerPoint, and Outlook.

• Understanding of customer analytics and insights for proactive engagement EXPERIENCE

• Minimum 10 years’ experience in IT Operations or Command Centre Management, preferably within payment clearing environments.

• Experience in customer service communication during incidents

• Leadership in high-pressure environments with a focus on customer satisfaction

• AI Automation and Machine learning

Leadership Competencies • Is Self-Driven: Sets an example, strives for high standards, acts as a role model and

mentor.

• Channels Energy Appropriately: Adapts team ways of working for continuous improvement.

• Manages Stress: Creates a psychologically safe environment and promotes wellbeing.

• Thinks Critically: Analyses situations objectively and predicts operational impacts.

• Designs Strategies: Applies broad business understanding to improve team performance.

• Innovates: Encourages continuous improvement and promotes a growth mindset.

• Organises, Executes, and Achieves: Prioritises goals and monitor progress.

• Manages Change: Drives effective change management and explains rationale.

• Develops Relationships: Creates networking opportunities and manages diversity.

• Leads People: Inspires and motivates team, promotes inclusion and engagement.

• Unites Teams: Facilitates collaboration and values diversity.

• Communicates Tactfully: Encourages open dialogue and manages tough conversations.

• Supports Others: Coaches, mentors, and responds to team concerns.

• Can Self-Analyse: Understands impact of behaviours and gives constructive feedback.

Technical Competencies • IT Operations Management: Proficient in managing ICT and technology operations.

• Incident Management: Skilled in initiating and resolving major incidents.

• ITIL Service Management: Applies ITIL principles for service delivery.

• Linux, Windows, and Network Administration: Advanced knowledge of operating systems and networking.

• Cloud Computing (AWS): Experience in managing cloud environments.

• AI and Machine learning capabilities

• Disaster Recovery and Resiliency: Expertise in BCP and DR processes.

 

PERFORMANCE STANDARDS

Financial Management

• Provides input into and manages cost Centre forecasting, budgeting, cost management, cost optimization and reporting

Stakeholder Management

• Develop and maintain good stakeholder relationships

• Builds and manages effective relationships with service providers

• Spend time integrating across functions and teams Delivery of Processes

 

 

 

© PayInc | All rights reserved 4

• Ensures that plans align to divisional / operational / functional strategy and that team goals are aligned to business outcomes

• Communicates and drives objectives - documents, clarifies and regularly reviews these goals

• Focuses on medium term business outcomes goals (1–3 years)

• Initiates innovative solutions to problems

• Identifies and scopes opportunities for improvement / innovation

• Deploys client or company specific projects in line with company standards and in agreement with line manager

• Mobilises and prioritises people and resources around change initiatives

• Manages delivery of Service Level Agreement

• Resolves problems, conflicts, and attends to crisis management

• Leads the development of procedures, practices, policies and business processes Combined Assurance

• Develops, amends, reviews and implements relevant policies and procedures

• Ensure compliance with relevant policies and procedures, regulation and legislation

• Ensures compliance to new standards

• Ensure risks are reported on and mitigated People and Culture

• Manages employees through the employee lifecycle - attracting, identifying, developing, deploying and engaging members of the team

• Build a high-performance team through regular individual and team engagement sessions.

• Identifies talent, coaches, develops and motivates to ensure talent retention

• Manages growth of expertise levels and sharing of knowledge

• Trains, coaches, recognises and supports managers (1 level down)

• Creates synergies across teams to avoid operating in silos

• Demonstrates appropriate leadership and managerial style

• Drives effective change management within team

• Lives Company values

• Socialises with the team periodically

 

LEADERSHIP COMPETENCIES

Leading Self Self-awareness

• Actively seeks feedback from peers, stakeholders, and team leaders, using it to develop personally and professionally.

• Demonstrates a clear understanding of own behaviours, emotions, and their impact on the department and the wider organisation.

• Sets ambitious personal and professional goals and works consistently to achieve them, serving as a role model for team leaders.

Managing Stress

• Remains composed under pressure, modelling resilience for others and maintaining high performance.

• Supports team leaders and their teams to manage stress, navigate competing priorities, and remain focused during high-pressure situations.

• Promotes a culture where challenges are addressed constructively and learning occurs from setbacks.

Ethical Leadership

• Leads with integrity, ensuring departmental decisions align with PayInc’s ethical standards, values, and policies.

• Holds self and team leaders accountable for fair, transparent, and consistent decision-making.

• Creates a culture of trust where ethical behaviour is recognised, expected, and reinforced.

 

 

 

© PayInc | All rights reserved 5

Influential Communication

• Communicates clearly and empathetically with team leaders, peers, and stakeholders.

• Adapts messaging to diverse audiences, ensuring alignment on priorities and objectives.

• Handles sensitive discussions tactfully, using persuasion and diplomacy to achieve positive outcomes.

Leading Others Inclusive Leadership

• Actively fosters a culture of diversity, equity, inclusion, and belonging within the department.

• Encourages team leaders to create inclusive environments in their teams where all members feel respected, valued, and empowered.

• Demonstrates inclusive leadership through actions, decisions, and coaching of others. Shaping the Employee Experience

• Builds a positive, engaging, and purpose-driven departmental culture that motivates team leaders and their teams.

• Recognises achievements and provides growth opportunities to strengthen engagement and retention.

• Ensures team leaders feel connected to PayInc’s and values and are empowered to achieve their goals.

Fostering Well-being

• Champions holistic well-being, addressing the physical, mental, emotional, and social health of team leaders.

• Leads by example in managing balance and resilience, encouraging similar behaviours in their teams.

• Provides guidance, support, and resources to help team leaders sustain high performance in challenging circumstances.

Empowering People and Potential

• Actively develops and engages team leaders by fostering trust, collaboration, and inclusive relationships.

• Coaches, mentors, and provides meaningful growth opportunities to strengthen capabilities.

• Delegates effectively, giving team leaders responsibility and autonomy while supporting them to achieve excellence.

Leading for Impact Strategic Insight & Foresight

• Anticipates emerging trends and potential challenges that could impact the department or organisation.

• Aligns departmental strategy with evolving business conditions and ensures team leaders understand priorities.

• Uses systems thinking to balance immediate operational needs with longer-term strategic objectives.

Driving Innovation

• Encourages and supports innovative ideas that improve departmental processes, products, and services.

• Promotes experimentation, creative problem-solving, and learning from both success and failure.

• Inspires team leaders to think differently and challenge the status quo in ways that benefit the organisation and customers.

Enabling High Performance

• Inspires team leaders to achieve excellence through trust, accountability, and inclusivity.

• Sets clear expectations, communicates vision and strategy effectively, and monitors progress toward goals.

• Creates an environment where team leaders can deliver high-quality results consistently and feel supported in doing so.

 

 

 

 

© PayInc | All rights reserved 6

Enabling Change and Transformation

• Leads and supports transformational change initiatives, fostering adaptability and resilience.

• Guides team leaders and their teams through periods of change with a clear vision and understanding of objectives.

Ensures alignment with organisational goals while mitigating disruption and maintaining team engagement.

 

FUNCTIONAL COMPENTENCIES

Organisational Acumen

• Maneuvers comfortably through policy, process, and people-related organisational dynamics.

• Applies knowledge of business, the marketplace, and key financial indicators to make sound business decisions and advance the organisation’s goals.

Investor Mentality

• Focuses on increasing market value by constantly providing additional value through measuring impact and results.

Nimble Learning

• Curious while navigating complexity, contradictions, and uncertainty. Experiments with new solutions through unlearning and failing forward.

Tech savvy

• Understands market trends and client needs, invests in the right technologies and platforms, and appropriate learning experiences to leverage technology to the businesses advantage.

Customer Analytics & Insights

• Understands basic digital concepts and basing decisions on data. Confidently uses a range of technologies for information, communication and problem-solving within the organisation—a data-driven approach to anticipating and balancing the needs of customers and stakeholders.

• Demonstrates knowledge of a range of technologies for information, communication and problem-solving within the organisation

Initiates Action

• Takes prompt action to execute the ideas strategically/accomplish objectives. Makes active attempts to influence events, strategically regardless of the fear of failure, to achieve goals.

a. Confident in thought and displays consistent energy. Focus & Boundaries

b. A practical approach to setting healthy boundaries enables us to focus and achieve speed

and simplicity whilst maintaining individual well-being.