Platform Service Level Agreement Consultant at 4R Digital, Remote, £Freelance Rate

About 4R Digital

4R Digital Ltd is an ambitious fintech established in 2020 to help our clients and partners create and deploy digital financial services that open new markets and bring new revenue.

Our projects span clean climate tech, energy access and FMCG services. We have some fantastic partners and clients, many in emerging markets where digital technology allows us to re-invent service delivery models.

4R Digital is a forward-thinking company dedicated to providing innovative digital solutions. DFL is a joint venture pay-as-you-go (PAYG) financing company that finances sales of products to customers by Davis & Shirtliff (one of Sub-Saharan Africa’s leading water and energy solution providers). Davis & Shirtliff sells products to customers and provides hardware and customer support; DayLipa Finance (DFL) provides PAYG financing to enable customers to purchase the product and re-pay the company over time; 4R Digital provides the digital platform (called “Canvass”) to provide remote monitoring and control of the products in the market. As part of this relationship 4R Digital provides ongoing technical support to ensure the platform is functioning effectively and to support problem solving of any platform related issues as they arise.

We are seeking a highly motivated and experienced Platform Service Level Agreement (SLA) Consultant to help the define the specific terms, systems, and processes required to provide long-term Platform support to DFL through an SLA.

Additionally, you will work with other 4R Digital projects to establish similar service agreements as necessary.

Key Responsibilities

The consultant will review the existing service agreements between 4R Digital and DFL and Davis & Shirtliff and will undertake the following activities:

• Collaborate with the 4R Digital Tech Team and DFL to review the relevant platform process flows and the points at which technical support may be required to ensure effective system operation and end-customer support.
• Review the process flows for customer help-requests and the means by which platform related issues are identified and elevated to the 4R Digital team for support.
• Review the necessary timings required for technical issues/problems to be identified and resolved, taking into account the necessity for timely customer support and the timings communicated to customers during the product sales process.
• Review the proposed SLA inputs and timings against other similar support offerings available in the market for similar PAYG services.
• Support the 4R Digital Product Director to define/redefine and document specific terms, systems, and processes for long-term support through an SLA.
• Ensure that the SLA timings and “costs” provide full cover for the services provided whilst also providing value for money to DFL and Davis & Shirtliff.
• Work closely with other 4R Digital projects to establish similar services and agreements (level of effort to be defined).
• Provide expert consulting support to ensure the successful implementation and maintenance of SLAs.
• Identify opportunities for process improvements and implementation of best practices.
• Ensure compliance with industry standards and regulations.

Essential Requirements

• Experience in the establishment and implementation of similar SLAs between digital platform service providers and their customers.
• Experience working with PAYG service providers, with a good understanding of the unique challenges of resolving customer issues where this may be caused by one (or all) of: hardware issue, payment issue, network connectivity, or platform functionality.
• Practical experience of managing Service Level Agreements (SLAs) and their implementation methods.
• Excellent communication and negotiation skills, with the ability to work collaboratively with diverse teams and stakeholders.
• Strong analytical and problem-solving abilities.
• Detail-oriented with a focus on delivering high-quality results.

Location: this position is open to candidates based in the UK, Europe, or East Africa.

Job type: contract; temporary.

How to apply: interested candidates are invited to submit their resume and cover letter to fabrizia.maschietti@4rdigital.com . Please include the job title in the subject line.

Disclaimer

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Job Types: Full-time, Freelance