Summary
Date Posted: Wednesday, May 05, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Background information
BK TecHouse Ltd. is a Digital, Lean-Agile Technology Company dedicated to delighting our customers, employees and shareholders by providing high quality Innovative Technology products and services that empower our customers to strive in a fast-changing market. We provide equal employment opportunity for all, promote Servant Leadership and behave with integrity and transparency. A career with BK TecHouse offers greater opportunity, greater challenge and greater satisfaction. .

Job Title: Director of Operations & Business Development
Institution: BK TecHouse Ltd.
Department/ Section/Unit: Technology Delivery
Location: Kigali-Rwanda
Reports to: Chief Technology Officer
Direct Reports: Marketing & Sales Team, IT Support & Systems Integration, Data Engineering & Analytics, Customer Support & Clientele Services

Purpose of the Job
• The position of Operations and Business Development Director consists of developing strategic direction, roadmap, planning, and execution of all activities associated with IT Operation and Business Development.
• She/He will be the mind and vision behind IT systems support & integration, data engineering & analytics.
• She/he is also in charge of Business Development activities including Market & Sales of BKTechouse products and managing customer support & clientele services.

Main Responsibilities
The Director of Operations & Business Development will be in charge of:
Business Development
• Coordinates the development of the company Strategic Business Plans;
• Develops and execute the company annual Business Plans;
• Develops in-depth knowledge of company offerings to identify profitable business opportunities;
• Researches emerging trends and recommends company new offerings to satisfy customers’ needs and create new market niches;
• Develops and manages strategic partnership with clients and key stakeholders to grow business;
• Manages and motivate the Marketing and Sales team to deliver sales targets and achieve performance goals
• Generates new customer leads through successful sales calls and professional networking
• Plans and executes on marketing & sales events
• Manages marketing and sales budget;
• Provides sales and marketing reports to the executive management team and advice on the current state of the industry and marketing recommendations

IT Support & Systems Integration
• Lead the Technology Operations team to support internal applications, SaaS applications, data center/cloud infrastructure, and network in 24/7 environment;
• Oversees Configuration, Release and Change Management of all IT applications;
• Setting Standard Operating Procedures (SoP) including Change request management, Resiliency and Disaster Recovery;
• Facilitates the transition to operations of new internally developed applications or vendor partner solutions to support the business;
• Collaborate closely with the Software Development Director in architecting, designing, and implementing systems that are secure, scalable, maintainable, and reliable;
• Identifies security vulnerabilities, systems upgrades, and opportunities for improvement to ensure integrity and protection of business and customer information;
• Cultivate and manage partner relationships and engagement SLAs for service providers, vendors, and government entities
• Ensures compliancy of internal, partners, and government regulation and policies

Data Engineering & Analytics
• Evaluates the current data ecosystem (Oracle, MySQL, Mongo etc.) and design new modern data architecture using best-in-class tools and technologies (Hadoop,
• Snowflake, Spark etc.);
• Becomes Subject matter expert for Artificial Intelligence & Machine Learning and develop a strategy for future state on Big Data and Advanced Analytics;
• Leads and manage a team of Data Engineers to build the new data analytics product suite;
• Builds and maintain ETL pipelines across internal and external (3rd parties) data warehouses
• Builds and leverage BI tools to provide high-quality data sets and analytics reporting to drive company goals and strategy;
• Ensures data sharing compliance with local and international laws (e.g. data protection).

Customer Support & Clientele Services
• Responsible for the management, oversight, and prioritization of the IT Help Desk;
• Become products expert and lead process improvements and workflow optimization;
• Handles escalated customer inquiries and drive issue resolution;
• Solicits customers feedback, triage, and implement measures to address key areas;
• Drives customer satisfaction and maintain service KPIs.

Internal Policies
• Develops, manage and enforce functional policies, procedures and quality assurances best practices;
• Participates in IT financial planning with CTO and IT leadership;
• Prepares, manages and monitors budget.

Key Performance Areas
• Business Performance, Marketing & Sales
• Ensure Business Growth
• E Increase product portfolio awareness
• EIncrease Customer Retention/Reduce churn
• E Cost-effective lead generation
• E Increase Marketing Return on Investment (ROI)
• E Improve Sales Revenue
• E Ensure Compliance to service delivery policy and procedure
• IT Support & Systems Integration
• Improve System High Availability/Uptime
• Meet compliance SLA targets
• Reduce Mean Time to Detection (MTTD)
• Reduce Mean Time to Resolution (MTTR)
• Prevent Major Security Vulnerabilities
• Data Engineering and Analytics
• Align Operations Metrics with the business strategy
• Provide real-time Customer 360 views - sales, market segments, trends, etc.
• Improve Big Data Capabilities
• Implement Machine Learning and Predictive Analytics models
• Customer Support & Clientele Services
• Develop and implement of the Support Matrix
• Reduce Number of support tickets, root cause analysis, prevention
• Improve Customer Satisfaction
• Improve Net Promoter Scope (NPS)
• Increase First Response Time & Contact resolution rate
• Boost Call/Request/Ticket quality

Working Relationship
Internal: Director of Software Development
External: Internal Control and & Compliance Team

Profession knowledge
• Good with numbers and financial planning
• Good understanding of the IT Business Industry
• Outstanding communication and negotiation skills
• Knowledge of data analytics and reporting
• Knowledge of data protection operations and legislation (e.g. GDPR)
• Experience with systems architecture, implementation, and platform integrations
• Experience with relational and NoSQL Databases operations
• Experience with Big Data, AI and ML knowledge preferred
• Experience with at least one programming language (i.e. Python, R, Java, or C++)
• Experience developing new products go-to-market strategies and launch plans
• Experience developing formal partnerships, contract negotiations, and co-marketing agreements
• Understanding of how application development and business organizations use IT Infrastructure
• Background in SaaS/Software industry is preferred
• Analytical problem solving, troubleshooting, and issues triage skills
• Understanding of ITIL and service management / operations required
• Operational reporting experiences relative to OLAs and/or SLAs desired
• Prior vendor management experiences of value
• Ability to delivery marketing plans that ties to increased business revenue

Experience
• 3 - 5+ years of building and managing teams and passion for mentoring and developing people
• 3 - 5+ years of experience in IT Operations Management
• 3+ years of experience in Technology Products Marketing & Sales
• 3+ years in managing Help Desk Operations
• 2+ years of Data Engineering and Analytics

Education & Professional certifications
• Bachelor or Master’s Degree in Computer Science or Software Engineering
• MBA will be of added value;

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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Job application procedure
Submit your CV to bktechouse@bk.rw  by 17 May 2021

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