About littlefish
We are a fast-growing fintech startup powering financial institutions across the African continent through our full stack enterprise platform. Proudly rooted in South African values but with a vision that transcends borders, we provide a single stack that powers merchant acquiring across payments, onboarding, engagement, commerce and operations.
Help us enable every enterprise, connect every merchant, and make every transaction intelligent. Your work will create lasting change in how financial services are delivered
Role Summary
The Head of Service Delivery is a high-impact leadership role responsible for ensuring that the organisation’s services are delivered efficiently, reliably, and in alignment with client expectations. This role sits at the intersection of operations, strategy, and customer experience.
To lead the service delivery function by establishing and maintaining robust operational frameworks and processes, managing key stakeholder relationships, and driving continuous improvement. The goal is to achieve high levels of client satisfaction while maintaining operational profitability and scalability with uncompromising reliability, regulatory compliance, customer obsession, and operational excellence.
Key Responsibilities
Service Delivery Leadership
- Oversee end‑to‑end delivery of app services, ensuring SLA/KPI compliance (availability, response times, transaction success rates).
- Lead a 24/7 service delivery operation, ensuring continuous availability and regulatory‑aligned resilience.
- Build and improve scalable service frameworks including Incident, Problem, Change & Request Management (ITIL‑based).
Product Delivery
- Establish clear “Definition of Ready” and “Success Criteria” with the client to ensure full alignment on expectations. Verify that all product increments have passed internal QA and meet quality standards before being released to customers, preventing avoidable defects from reaching production.
- Defect Classification & Prioritisation: Implement and maintain a structured defect categorisation framework - distinguishing showstopper, major, and cosmetic issues - to ensure accurate prioritisation, rapid resolution of critical issues, and transparent communication with stakeholders.
Customer & Stakeholder Management
- Act as the senior escalation point for major client‑impacting issues, ensuring timely resolution with root‑cause transparency.
- Lead Service Review sessions with key stakeholders, presenting operational insights and performance reports.
- Maintain strong relationships with all internal and external key stakeholders.
Operational Strategy & Continuous Improvement
- Develop and execute a service delivery strategy that supports long‑term scaling of the littlefish ecosystem.