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Position Purpose

• The Application Support / System SME Lead - SSA will provide business-facing functional support, system expertise, user enablement and adoption support for priority applications across Sub-Saharan Africa. The role will act as the first-line functional bridge between business users, the Digital & Transformation Hub, IT, vendors and system owners to improve system adoption, data quality, process compliance and operational reporting.

Key Responsibilities 

Functional System Support

• Provide first-line functional triage, guidance and issue resolution for priority business systems used across SSA.
• Maintain a knowledge base of common queries, SOPs, training guides and user support material.
• Escalate technical issues to IT, vendors or relevant system owners with clear problem statements and evidence.
• Track recurring issues and recommend configuration, training or process improvements.

System Adoption and Training

• Support adoption of core systems such as CAFM, ERP, procurement, QHSE and reporting platforms.
• Deliver user training, super-user enablement, release communication and adoption support.
• Assist business units with correct system usage, role-based access, data capture discipline and workflow compliance.
• Promote the principle that work should be completed in approved systems, not offline workarounds.

Data Quality and Process Compliance

• Monitor data quality, completeness, process compliance and system usage across SSA business units.
• Identify gaps in adoption, configuration, master data and reporting accuracy.
• Support dashboard and reporting requirements by improving source-system data discipline.
• Work with process owners to ensure systems reflect agreed SOPs and governance standards.

Continuos Improvement and Business Interface

• Collect user feedback and improvement requirements for the Digital & Transformation Hub backlog.
• Support testing, user acceptance, change requests and release readiness for system changes.
• Coordinate with country teams and functional leaders to resolve system adoption barriers.
• Contribute to benefits tracking for support, adoption and systemization initiatives.

Qualifications & Experience
Minimum Requirements

• Bachelor's degree or diploma in Information Systems, Business Systems, Operations, Facilities Management, Finance, Technology or related field.
• Minimum 4-5 years of experience in application support, functional systems support, business systems administration, super-user leadership or system implementation support.
• Experience supporting enterprise applications such as CAFM, ERP, procurement, finance, QHSE, service desk or reporting platforms.
• Strong understanding of user support, issue triage, training, access management and process compliance.
• Experience working with business users across multiple teams or countries.

Preferred

• ITIL Foundation, systems administration, CAFM, ERP, Power BI or service management certification.
• Experience in facilities management, property management, operations or regional shared services.
• Experience supporting Sub-Saharan Africa operations and cross-border user communities.
• Basic SQL, reporting, data quality or workflow configuration exposure.

Preferred Skills and Competencies

• Application Support 
• System SME Capability
• User training and adoption
• Issue triage and escalation 
• Process compliance 
• Data quality discipline
• Stakeholder management 
• Documentation and knowledge management 
• Service mindset and regional coordination
   

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About the role

• To ensure operational control, client service consistency, admin, financial support, and compliance across Local FM accounts and EA Category C contracts across the Sub-Saharan region. The Business Unit Coordinator will serve as the bridge between site operations and leadership, ensuring delivery excellence, team effectiveness, and adherence to commercial and regulatory requirements, while embedding standardised practices in line with organisational frameworks.

What you will bring:

Minimum Requirements

• Qualification in Facilities Management, Property Studies, Business Administration, or related field.
• A combination of experience and education will be considered in lieu of a degree.  
• Minimum 2-3 years’ experience in regional account or business unit leadership within the Facilities Management industry.
• Proven track record of delivering operational, commercial, and cultural transformation in large, complex client environments.
• Strong exposure to P&L ownership and multi-site management.

Preferred:

• Professional certification or membership with SAFMA, IFMA, or equivalent bodies.
• Experience working within a shared services or enterprise account model in multinational contexts.

 Key Skills & Competencies:

• Financial Acumen: Understanding of financial modelling, business planning, and budget control, financial reporting.
• Client Management: Skilled in managing senior stakeholders and resolving escalations.
• Client-Centricity: Customer engagement, relationship building, and satisfaction management.
• People Management: Capable of managing cross-functional teams with diverse backgrounds across geographies.
• Operational Excellence: Deep understanding of FM service delivery, quality systems, and tools.
• Operational Execution: Strong command of IFM tools, CAFM systems, reporting dashboards and service-level delivery frameworks.
• Governance & Risk: Understanding legal, statutory, and internal governance requirements.
• Communication & Reporting: Excellent reporting, written, and presentation skills.
• Cultural Agility: Able to operate effectively in diverse regional and market contexts.
• Strong organisation and coordination skills.
• Attention to detail and data accuracy.
• Ability to track KPIs, SLAs, and actions.
• Stakeholder coordination and professional communication.

 Working Relationships & Stakeholder Interfaces:

• Internal: Managing Directors, Executive Leadership Team, Country/ Regional Managers, Account Teams, Head of Operations, Operational Teams, Finance, HR, IT, QHSE, Procurement, Business Development.
• External: Clients (Executives, Senior and Operational), Statutory and Regulatory Bodies, Suppliers, Partners, Industry Associations.

What you will be doing:

Operational Coordination & Support

• Support all operational activities within the assigned Local FM and EA Category C accounts to ensure consistency and compliance with company standards and contractual obligations.
• Oversee the performance of site teams, contract support, and service delivery across all assigned / managed Category C accounts and portfolios.
• Participate in continuous improvement initiatives, driving standardisation across.
• Create and track performance goals and KPI, ensuring consistent service delivery, aligned to SLAs and KPIs, across diverse sites and geographic regions.
• Ensure team members complete all necessary training and compliance.
• KPI dashboard / account performance review regularly
• Drive operational readiness, including maintenance plans, site audits, safety file compliance, and periodic risk reviews.
• Lead the execution of maintenance plans, safety programs, and service compliance using organisational tools and platforms.
• Act as a cover for urgent Facilities Coordinator vacancies and to fill in for FC’s taking leave where necessary. 

Financial Support & Reporting

• Admin support for approving purchase orders, GRN, and invoices on Cat C accounts
• Admin support on the SSA CAPEX projects by creating project codes, invoices, and CTA’s.
• Liaise day-day coordination, new hire set up, AP expedited payment approvals, and new client setup.
• Provide support to the business unit’s financial performance: revenue growth, margin improvement, and cost control.
• Provide support on budgeting, forecasting, and commercial health of the accounts
• Ensure adherence to financial governance, cost allocation principles, and risk mitigation across contracts.
• Provide support to the business unit in leading pricing reviews, financial modelling, and support in commercial decision-making.

Client Coordination & Reporting

• Act as the point of contact for client stakeholders, ensuring strong alignment with client goals and service expectations.
• Support the business unit with operational reviews with clients, escalating issues when required, while maintaining strategic relationships.
• Conduct regular performance reviews, client meetings, and satisfaction surveys
• Support the business unit with SLA and KPI performances and drive collaborative service improvement plans.
• Build and maintain relationships with client contacts across assigned accounts.

People Support & Coordination

• Provide leadership and direction to all direct and indirect team members across the portfolio
• Promote a high-performance, inclusive culture aligned with company values and leadership principles.
• Provide support with workforce planning, succession planning, and performance management across accounts.
• Provide support with compliance with HR policies, labour laws, and performance management processes.
• Coordinate training, onboarding, and compliance tracking within the business unit
• Support performance management processes and reporting within the business unit
• Act as a point of coordination between operations, HR and management

 Compliance Monitoring & Administration

• Ensure business unit compliance with internal standards, regulatory requirements, and EHS/ OHS frameworks.
• Drive a culture of safety and governance, embedding best practice across all operational touchpoints.
• Participate in and lead risk reviews, governance meetings, and client assurance processes.
• Embed a strong safety culture through audits, training, and incident follow-up.

 Bid & Transition Support

• Identify and support the pursuit of organic and inorganic growth opportunities within client accounts.
• Partner with the Business Development team to provide operational expertise in bids and transitions.
• Participate in due diligence, mobilisation, and integration of new accounts.
• Support bid preparation through data gathering and coordination
• Assist with mobilization and transition activities
• Maintain documentation for new and existing accounts

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Position Purpose

• The Automation / Low-Code Developer will design, build and maintain low-code applications, digital workflows, forms, dashboards and automation solutions that improve productivity, standardise processes and reduce manual workarounds. The role will help embed the Digital & Transformation Hub’s systems-first operating model by creating practical tools that support quality, consistency and efficiency across the business.

Key Responsibilities 

Low-Code Application Development

• Develop low-code and no-code applications, forms, portals, workflow tools and approval processes.
• Build solutions that replace manual trackers, spreadsheet-based processes and disconnected email workflows.
• Create reusable templates, components and automation patterns that can be scaled across business units.
• Ensure solutions are user-friendly, maintainable and aligned to governance standards.

Workflow Automation

• Automate routine business processes across Operations, Finance, Procurement, HR, QHSE and support functions.
• Configure notifications, approvals, exception handling, escalation workflows and reporting outputs.
• Support process owners in defining requirements, workflow rules, user journeys and acceptance criteria.
• Test automations thoroughly before deployment and support post-go-live improvements.

Systems Enablement & Integration Support

• Support integration between low-code tools and approved business systems where feasible and secure.
• Work with IT and Cyber to ensure access control, data flows, storage and security are appropriately governed.
• Assist with configuration, user access, role-based permissions and technical documentation.
• Support core systems adoption through user tools, reporting interfaces and process enablers.

Adoption, Support & Continuous Improvement

• Provide user training, quick reference guides and adoption support for low-code solutions.
• Monitor usage, defects, user feedback and improvement opportunities.
• Document solution logic, ownership, risks and change-control requirements.
• Contribute to the automation pipeline and benefits-tracking framework.

Qualifications & Experience
Minimum Requirements

• Bachelor's degree, diploma or certification in Information Systems, Computer Science, Business Systems, Software Development or a related field; relevant experience may be considered in lieu of formal qualification.
• Minimum 3-6 years of experience in low-code development, workflow automation, business applications, RPA or system configuration.
• Experience developing business applications or workflow automations using Microsoft Power Platform, Power Apps, Power Automate, SharePoint, UiPath or similar tools.
• Understanding of business process design, user requirements, testing and release management.
• Strong documentation and user-support capability.

Preferred

• Microsoft Power Platform certifications, UiPath certification, Agile certification or equivalent low-code credentials.
• Experience with SQL, APIs, data connectors, Power BI or reporting interfaces.
• Experience in facilities management, property management, finance operations, procurement or QHSE processes.
• Exposure to CAFM, ERP, CRM or service desk systems.

Preferred Skills & Competencies

• Low-code development
• Workflow automation
• Process mapping
• User-centred design
• Testing and troubleshooting
• Data handling and integrations
• Documentation and training
• Continuous improvement mindset
• Attention to detail and control orientation