Summary
Overview
Work History
Education
Skills
Certification
Interests
Accomplishments
Timeline
Trainings Attended
Trainings Attended
Hi, I’m

ADEYEMO OLUBAYODE. P

ITIL, SSGB, FIMC, CMC
19, Abeokuta Street, Ogba

Summary

Outstanding IT Service Delivery Professional with over 16 years of experience that spans Electronic Payment Channels, Lean Six Sigma Process Improvement and Quality Assurance and Control. High capacity in carrying out detailed "need assessment" of customers, and executing strategies to meet same. Efficient and proactive leader with expertise in Incident or Problem Management, general IT Service Management and Project Management

Overview

17
years of professional experience
3
Certificates

Work History

Inlaks Ltd
Victoria Island, Lagos

Service Delivery Manager - ATM Services
01.2020 - Current

Job overview


  • Accountable for the end-to-end ATM Support Service Delivery for a clientele base made up of all commercial banks and some MFBs in Nigeria with an average support base of almost 8,000 ATMs. (This represents almost 40% of the ATM Support Market share in Nigeria).
  • Accountable for an average annual revenue of $3m and a team of 200 staff (field and back-office operations), with about 20% net profit margin
  • Monitor profitability of ATM Support Services and ensure both revenue and profit margin targets are met, whilst keeping SLA Penalties below the company's limit.
  • Collaborate with the Business Development Manager to drive yearly revenue growth and develop new products / partnerships.
  • Using data to develop robust staff retention and succession plan in conjunction with Human Resources, maintain a man-machine ratio (MMR) within the set standard for staff productivity whilst eliminating redundancies
  • Ensure manpower development and trainings in line with emerging and dynamic ATM and other electronic payment technologies.
  • Maintain close liaison with customers and attend senior level meetings to extract high-level service expectations.
  • Regular customer engagement / attendance to service review meetings wherein Service Level Performance reports are presented and improvement plans agreed upon.
  • Develop KPIs for Direct Reports that will translate to the realization of expected quality of service by customers and operational efficiency.
  • Drive the Team's performance using predictive and prescriptive data analytics with a rich mix of reward and sanction system
  • Monitor ATM maintenance tracker on the CRM for timely invoicing, documentation, contract engagements and SLA renewal.
  • Ensure proactive spare parts ordering for effective support service.
  • Develop strong OEM relationship for partner service support as required.
  • Monitor the development and integrity of technical knowledge base for real time remote support of engineers.
  • Liaise with various departments / stakeholders in the Organization to ensure timely provision of necessary support and assistance for improved service delivery.

Inlaks Ltd
Victoria Island, Lagos, Nigeria

Service Quality Assurance Manager
04.2019 - 12.2019

Job overview

  • Responsible for ensuring ATM Support Service meets high quality standard
  • Develop sustainable Quality Assurance strategies for Supporting customers in line with the Service Level Agreement and jointly execute same together with stakeholders
  • Identifying Opportunities for Improvement (OFI's) within the Service Delivery value chain and implementing the improvements together with other stakeholders
  • Service Level Performance Tracking and Reporting
  • Monitoring and analysis of quality of Service through different methodologies like - customer satisfaction surveys, audits, spot checks of both back-office and field operation teams
  • Review of Service Level Agreements and engagement with customers to re-negotiate and set realistic Service Level Targets
  • Collaborating with the Governance and Compliance Unit and Auditors to maintain the Organization's ISO Certifications e.g ISO 9001:2015 (QMS), ISO 20000:2011 (ITSM), ISO/IEC 27001:2013 (ISM) and ISO 22301:2012 (BCM)
  • Collaborate with Procurement Team for effective Supplier Management to ensure products (spare parts) and services (courier / logistics) align with the service commitments to customers

Sterling Bank Plc
Marina, Lagos Island, Lagos, Nigeria

Team Lead, ATM Infrastructure Management & Support
08.2014 - 12.2018

Job overview

  • Accountable for the deliverables of a 19-man Team
  • Responsible for the end-to-end deployment, integration, effective monitoring and support of over 800 units of Automated Teller Machines country wide.
  • Ensure that various ATM performance reports are prepared and sent to Stakeholders bank wide.
  • Management of Various Projects championed by the team.
  • Coordinate all other IT related activities relating to the ATMs e.g POCs on new solutions / products.
  • SLA and third-party Vendor Management to drive the quality of service (QoS) on the ATMs, in line with the Bank's ATM reliability target.
  • Ensure all active ATMs comply with statutory IT and regulatory policies e.g ISO, CBN, PCIDSS standards.
  • Ensure all dependent services are up and running (T-24, Transaction Manager, SSF, HSM load balancer, PostBridge, ATMApp, i-Bridge, Network link to the ATM etc).
  • Coordinating the resolution of all forms of problems associated with ATM service delivery.
  • Conducting industry surveys / tests prior to introduction of new ATM functionalities on the Bank's network.
  • Implementing solutions to improve the ATM service, networks and power availability (e.g Custodian training).
  • Provide support for reconciliation and dispute issues on ATMs.
  • Ensure all ATMs in the Bank are available and reliable in line with agreed minimum limits of 95% and 85% respectively

First City Monument Bank, FCMB
Tinubu Street, Lagos Island, Lagos, Nigeria

Assistant Team Lead, Terminal Support
10.2012 - 07.2014

Job overview

  • Ensuring 98% uptime of the Bank's Electronic Channels e.g FEP, ATMs and POS
  • Coordinate the Bank's ATM deployment project whilst keeping the over 440 ATMs on the Bank's network in good working condition
  • Relationship management with third-party ATM Support vendors and other Internal Stakeholders (departments/units) to ensure that the Bank's 99% ATM Uptime/Reliability target is realized.
  • Performance monitoring / analysis of the ATMs in terms of QoS (breakdown rate), transaction volume etc.
  • Negotiate various product / service pricing with vendors to optimize profitability of related ATM service / solutions.
  • Ensuring that the quarterly Scheduled Preventive Maintenance is carried out by the Support vendors.
  • Co-ordinate the Monthly SLA / Contract Performance Review with the ATM Support vendors.
  • Provide timely reports and feedback to Management (daily and monthly ATM Availability computation, transactions reports)
    Ensures the bank's ATM network is compliant with CBN regulations
  • Ensures that First-level training is conducted for all the ATM custodians nationwide – at least once in quarter.
  • Periodic review and modification of the bank's ATM Operational processes so as to enhance better service delivery

FINBANK PLC
Victoria Island, Lagos

Channels Support Officer
12.2006 - 09.2012

Job overview

  • Accountable for Verve Card Data Processing and Production
  • Support of all debit card users and branches
  • System Administration of the Bank's Electronic Channels Infrastructure e.g Front End Processor, Postilion Realtime, Postcard, HSM, Postoffice etc
  • ATM Deployment and Operations
  • Fraud Investigation and resolution


Education

Ladoke Akintola University of Technology
Ogbomoso, Oyo State

Bachelor of Technology from Electronic & Electrical Engineering
01.2000 - 2004.10

University Overview

The Federal Polytechnic
Ilaro, Ogun State

Associate of Science from Electrical Engineering (Ordinary National Diploma)
02.1996 - 1998.02

University Overview

Skills

    Service Level Agreement / Contract Management

undefined

Certification

ITIL Operations

Interests

Watching Animal and Technology Documentaries

Playing Table Tennis

Volunteering

Hanging Out With Family & Friends

Accomplishments

Accomplishments
  • Increase in SLA Performance from less than 80% to above 94%
  • Automation of Preventive Maintenance Job -cards thereby making the process paperless and a lot more efficient
  • Automation of the manual processes in the Service Delivery Value Chain in an incremental manner

Timeline

Service Delivery Manager - ATM Services
Inlaks Ltd
01.2020 - Current
Service Quality Assurance Manager
Inlaks Ltd
04.2019 - 12.2019

ITIL Operations

05-2016

ITIL Foundation V4

06-2015
Team Lead, ATM Infrastructure Management & Support
Sterling Bank Plc
08.2014 - 12.2018

International Association of Six Sigma Certifications [IASSC] Certified Green Belt ICGB

04-2013
Assistant Team Lead, Terminal Support
First City Monument Bank, FCMB
10.2012 - 07.2014
Channels Support Officer
FINBANK PLC
12.2006 - 09.2012
Ladoke Akintola University of Technology
Bachelor of Technology from Electronic & Electrical Engineering
01.2000 - 2004.10
The Federal Polytechnic
Associate of Science from Electrical Engineering (Ordinary National Diploma)
02.1996 - 1998.02

Trainings Attended

Trainings Attended
  • Disruptive Leadership by Harde Business School - Dec 2023
  • Mini MBA by Tekedia Institute - Sept 2022
  • ISO 20000 Lead Implementer (Training done)
  • Certified Management Consultant (CMC) Feb 2021
  • Fellow Institute of Management Consultant Feb 2021
  • People Analytics - By Nigerian Institute of Management & Data Science Nigeria – (2021)
  • Finance for Non Finance Managers (August 2020)
  • Data Visualization for Beginners by Data Science Nigeria (March 2020)
  • ITIL – Service Transition (May 2017)
  • ITIL – Service Operation (May 2016)
  • ITIL Foundation - (June 2015)
  • Business Process Improvement Methodologies – Lagos Business School – (April, 2014)
  • ProviewStandard – Wincor NixdorfH/O, Padaborn, Germany – (Nov, 2013)
  • International Association of Six Sigma Certifications [IASSC] Certified Green Belt ICGB – (April, 2013)
  • Managing Stratus FT Servers – InterswitchNigeria Ltd – (January, 2013) Managing ATM / E-Banking Risks – Risk Management Association of Nigeria (2011)
  • ATMApp– InterswitchNigeria Ltd – (2010)
  • Postilion User Training (PUT) – InterswitchNigeria Ltd – (2008)

Trainings Attended

Trainings Attended
  • Disruptive Leadership by Harde Business School - Dec 2023
  • Mini MBA by Tekedia Institute - Sept 2022
  • ISO 20000 Lead Implementer (Training done)
  • Certified Management Consultant (CMC) Feb 2021
  • Fellow Institute of Management Consultant Feb 2021
  • People Analytics - By Nigerian Institute of Management & Data Science Nigeria – (2021)
  • Finance for Non Finance Managers (August 2020)
  • Data Visualization for Beginners by Data Science Nigeria (March 2020)
  • ITIL – Service Transition (May 2017)
  • ITIL – Service Operation (May 2016)
  • ITIL Foundation - (June 2015)
  • Business Process Improvement Methodologies – Lagos Business School – (April, 2014)
  • ProviewStandard – Wincor NixdorfH/O, Padaborn, Germany – (Nov, 2013)
  • International Association of Six Sigma Certifications [IASSC] Certified Green Belt ICGB – (April, 2013)
  • Managing Stratus FT Servers – InterswitchNigeria Ltd – (January, 2013) Managing ATM / E-Banking Risks – Risk Management Association of Nigeria (2011)
  • ATMApp– InterswitchNigeria Ltd – (2010)
  • Postilion User Training (PUT) – InterswitchNigeria Ltd – (2008)

Similar Profiles

CREATE PROFILE
ADEYEMO OLUBAYODE. PITIL, SSGB, FIMC, CMC