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

The Service Delivery Manager owns day-to-day execution of littlefish's UAT and Change Management pillars. Acts as second-in-command (2IC) to the Head of Service Delivery — providing coverage for severity calls, executive escalation, and key stakeholder relationships.

Role Summary

Key Responsibilities

UAT & Change Management Ownership

• Own the UAT Framework end to end: entry criteria, execution tracking, defect triage, regression, sign-off, and handoff to Change Management.
• Own the Change Management Framework end to end: Request for Change (RFC) intake and classification, risk and impact assessment, scheduling via the Forward Schedule of Change (FSC) a shared calendar of every approved change and its deployment window, so nothing goes live as a surprise to Support or the client — deployment coordination, and Post-Implementation Review.
• Build and maintain the Standard-change catalogue, and hold the technical-reviewer partnership with the Platform team for Normal-change approval.
• Maintain the change and UAT evidence trail: every sign-off, approval, and closure record auditable on demand.
• Coordinate across internal teams spanning quality assurance, deployment readiness, and rollout readiness for every change, so no change moves forward with one function unaware of another's status.
• Own Emergency Change management: expedited approval when a fix must go out under time pressure, retrospective documentation within 24 hours, and reconciling every emergency change back into the standard RFC trail so nothing bypasses governance permanently.
• Own test data and test environment readiness for every UAT cycle — ensuring the right data, accounts, and environment configuration are in place before testing starts, not discovered missing mid-cycle.
• Coordinate change windows and RFCs that touch third-party or partner-dependent systems confirming partner-side readiness and constraints before scheduling.

Continuous Improvement

• Own the Continual Improvement backlog and the Problem Management pattern log, feeding both into the Monthly Business Review.
• Identify recurring root causes across UAT defects and Production incidents, and drive them to permanent fixes rather than repeat workarounds.

Reporting

• Report weekly to leadership on change success rate, RFC volume and cycle time, UAT defect trends, and open risk items.