Sama Careers

• Do you enjoy solving complex security problems? As a Security Engineer in Sama, you will be responsible for the security posture and performance of the company's IT infrastructure and a subject matter expert in the area of security design.

Key Responsibilities

• Recommend, evaluate and design cybersecurity solutions that meet security requirements, current state constraints and alignment to target state architecture;
• Outline functional and non-functional requirements for security solutions and participate in the software selection & acquisition processes;
• Provide security leadership by clearly presenting security architecture plans and their respective value to IT and business stakeholders;
• Perform hands-on gap or risk assessments to identify significant information security risks (including applications, systems, data centers, infrastructure and vendor security risk assessments) to determine the organizational risk posture.
• Help Infrastructure engineers deploy secure systems by advising on security practices and controls.
• Be responsible for the implementation and ongoing development of a robust security governance process that ensures projects adhere to corporate security architecture, best practices and standards;
• Develop expertise in different security domains Cloud Security, Data Security, Endpoint Protection, Mobile device security and IAM.
• Designing and updating correlation rules in the Sama SIEM based on client security controls and cyber threat circumstances. Create/maintain correlation guidelines and review process.
• Be an Incident Response Manager and troubleshoot security incidents, correlation rules creation/update and other issues related to log ingestion and monitoring.
• Determine security requirements by evaluating business strategies and requirements; researching information security frameworks; conducting system security and vulnerability analyses and risk assessments; studying architecture/platform; identifying integration issues; preparing effort estimates.
• Define security strategies by specifying intrusion detection methodologies and equipment; directing equipment and software installation and calibration; preparing preventive and reactive measures; completing documentation.
• Lead internal & external security audits and ensure compliance, Manage remediation efforts and track the completion status of deficiencies.
• Help monitor technology trends in cybersecurity and security architecture.

Minimum Qualifications

• Bachelor's Degree, preferably in Computer Engineering, Computer Science or related field;
• 3+ years’ experience with security solution architecture and design;
• 5+ years experience in one or more of the following security domains: Cloud Security, Data Security, Endpoint Security;
• Hands-on experience with popular Cloud Vendors and technologies such as AWS, GCP.
• Experience in implementing Zero-Trust Architecture tools and designs.
• Proven experience in implementing and supporting enterprise-grade security platforms, software and infrastructure.
• Experience with different elements ensuring network security (firewalls, proxies, etc.)

Good To Have

• Experience with security standards such as ISO 27001/27002/27005, NIST, COBIT and ITIL Certified auditor is a plus.
• Security-related technical certifications (CISSP, CRISC, CBCP, CISA, CISM or equivalent).
• Experience managing a SOC team

• The ideal candidate will be a motivated self-starter with experience developing and managing workforce development programs. This is a unique and exciting opportunity to support the Impact function in a fast-growing and far-reaching social enterprise. The ideal candidate will be a self-starter with ample experience building and leading workforce development programs and providing career counselling.

Key Responsibilities

• Build and lead the implementation of Sama’s career pathways program in alignment with company-wide impact and business vision, strategy, and objectives
• Partner with L&D, People team, Service Delivery, and other teams to develop program curriculum and align on other career advancement supports
• Create and implement career counselling practice for early career team members
• Develop relationships with regional employers and identify job opportunities for program participants
• Determine and track key metrics to demonstrate the program’s impact and progress
• Manage program budget
• Stay up to date on career opportunities for early career professionals and the skills needed to pursue those career opportunities

Minimum Qualifications

• Bachelor's Degree
• 5+ years of work experience creating and implementing career development programs with continually increasing responsibility
• Ability to effectively communicate and build relationships with people from diverse backgrounds and cultures
• Understanding of regional job landscape and knowledge of career growth opportunities in local economy
• Excellent time management and the ability to multitask and prioritize effectively
• Experience taking ownership of projects and leading them to successful completion
• Experience working with youth from underserved communities

Preferred Qualifications

• Advanced Degree
• Strong network of local employers and key workforce development stakeholders
• Network of stakeholders providing essential services

About The Job

• Reporting to the VP-Global Service delivery, you will be responsible for the daily oversight of all projects and their implementation and execution. Additionally, you will be responsible for balancing service delivery requirements and capacity across multiple countries. As the Director, Service Delivery, you will lead in building new capabilities and developing growth plans. You will be responsible for managing billable revenue and ensuring that the Global Service Delivery Team meets its goals, objectives, and targets.

Key Responsibilities

• Develop the skills of Portfolio Leads and Delivery Managers in Project execution, and client-facing responsibilities.
• Develop a high-caliber team by recruiting, selecting, onboarding, training, and coaching employees.
• Effectively communicate job expectations; plan, monitor, appraise and review direct report performance.
• Plan and review compensation for service delivery.
• Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels.
• ROI analysis on pursuing ISO or other certifications and positioning of the Center relative to the competitive landscape.
• Monitor and evaluate performance based on financial, operational, and impact KPIs.
• Be a regular presence on the production floor and actively interact with managers, supervisors, and agents to ensure productive engagement and proper functioning of systems.
• Meet Service Delivery's financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Sama recruitment and compensation practices.
• Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Sama stakeholders.
• Maintain professional and technical knowledge by tracking emerging trends in data Center management; and actively engaging in and participating in the East African ICT community.
• Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Learning and Development on baseline training requirements; integrating learning tracks into agent workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
• Provide leadership and expert advice on service delivery issues, planning, and service development approaches and create best-practice service delivery goals, standards, and measures of success to ensure expectations are clear and that service delivery strategies are well aligned with overall agency objectives.
• Meet a variety of Client needs and manage escalations through coaching and leading Directors and Project leaders.
• Drive and oversee financial, human, physical, and intellectual capital/resources and their interdependencies in an operationally effective and efficient manner to better facilitate service delivery and optimize outcomes
• Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
• Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.

Minimum Qualifications

• Bachelor’s degree in Business, Operations or related discipline
• 10+ years of experience in BPO or large-scale Customer Service management.
• 5+ years of experience in people management experience, including managing leaders of leaders and a strong desire to develop team members
• Expert in digital skills: Google Suite, Microsoft Office, systems and applications
• Experience in managing project costs
• Experience in client-facing roles

Preferred Qualifications

• Ability to communicate strategic knowledge objectives to executive management
• Ability to explain technical complexities from data and dashboards and present complex information to a variety of audiences from entry-level workers to executive
• Data-driven
• Project Management skills
• Strong Leadership/Management skills
• Understanding of the basics of AI/ML technology will be an advantage

About The Job

• You will be responsible for developing analysis and reporting capabilities as well as monitoring performance and quality control plans to identify improvements, establishing simple and effective frameworks and processes that will aid in managing business reporting and analytics functions.
• Additionally, you will leverage their expertise to provide structure, control and oversight in project decision-making, and to ensure resources are efficiently managed and all business functions have the support they need.

Key Responsibilities

• Create dashboards and reports that are updated regularly and used to monitor live performance at the delivery center.
• Analyze trends in data and advise the heads of management of foreseeable risks and potential mitigation strategies.
• Implement project success analytics to include initial work estimation and investment/profit and loss analysis.
• Establish strong internal relationships and credibility as a trusted advisor and support system
• Manage and report on business initiatives to executive leadership, including both verbal and written communications regarding KPIs, project status, risks and issues.
• Work with different delivery managers to create performance-based data driven incentive systems that promote successful business outcomes.
• Work collaboratively across functional departments to resolve issues and generate ideas on how to improve functions.
• Collaborate with the delivery team in projects deep dives for efficiency gains (TPT Analysis, assumptions, challenges)
• Process and analyze scoping data for trends and insights
• Collaborate with delivery managers to identify resourcing needs and ratio alignment (Team Leaders, Quality Analysts. Associates) that may be required for projects success
• Value addition to existing data that will support decision making from different fronts.

Minimum Qualifications

• A Bachelor’s degree or equivalent with a focus on business and technology
• Advanced Excel skills, with proficiency in Excel shortcuts, formulas, pivot tables, and macros.
• Proficiency in Microsoft Word, Outlook, PowerPoint and SQL.
• Understanding of financial principles with experience in analyzing financial data
• At least 2 years holding a business analytics role in a busy environment.
• Proficiency in Python, R or latest programming language is an added advantage
• Experience in creating business level presentations for other managers and clients where required

Preferred Qualifications

• Experience managing systems implementations across multiple lines of business
• Experience delivering professional services for a product company
• Ability to quickly establish credibility and rapport with technical team members and clients
• Strong interpersonal skills to facilitate meetings and articulate complex concepts
• Strong communication, negotiation, and relationship building skills
• Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team oriented approach to problem solving
• Ability to prioritize tasks effectively with a high level of attention to detail
• Positive, energetic attitude to achieve great things
• Ability to break down complex data into simple reports.

About the Job:

• Sama is actively seeking an experienced Implementation Engineer with a strong background in Python and a foundational understanding of AI. This role is designed to help our customers fully exploit our data annotation services. As an Implementation Engineer at Sama, you are a hands-on engineer who thrives on working directly with our Product and Global Service Delivery teams, as well as other stakeholders, to tackle complex technology issues in the cloud and AI space. As a member of the Solutions team, your focus will be on ensuring that your innovative cloud and AI solutions provide a seamless experience for our customers.

Key Responsibilities: 

• Partner with Sales, Account Managers, and Delivery teams to implement & deliver customer solutions
• Be a technical product expert in all things Sama-related 
• Understand intricate customer/internal requirements when designing solutions for customers
• Build, deploy and support solutions or integrations 
• Ability to simplify technical solutions and make it consumable for non-technical stakeholders
• Problem-solving often when the problem is ambiguous
• Design solutions that artfully balance the symbiosis between technology and humanity

Minimum Qualifications:

• 3-6 years of experience as a Software Engineer, or equivalent 
• Bachelor's degree in Computer Science or equivalent
  • Relevant experience can substitute for a degree
• Solid understanding of programming fundamentals and agile development
• Proficiency in Python 
  • Relevant experience with other programming languages can be substituted (i.e.: Rust, JavaScript,  C#)
• Familiarity with designing web and cloud-based applications
• Strong communication skills, organizational skills
• Ability to prioritize and balance multiple challenges at once
• Willingness to support the global team and be available during various time zones

Preferred Qualifications:

• Proficiency in code and system health, diagnosis and resolution, and software test engineering.
• 2-3 years of experience designing, deploying and maintaining cloud applications at scale
• Deep commitment to building an ethical, world-class company with technology at its core

About the Job:

Reporting to the VP-Global Service delivery, you will be responsible for the daily oversight of all projects and their implementation and execution. Additionally, you will be responsible for balancing service delivery requirements and capacity across multiple countries. As the Director, Service Delivery, you will lead in building new capabilities and developing growth plans. You will be responsible for managing billable revenue and ensuring that the Global Service Delivery Team meets its goals, objectives, and targets.

Key Responsibilities: 

• Develop the skills of Portfolio Leads and Delivery Managers in Project execution, and client-facing responsibilities. 
• Develop a high-caliber team by recruiting, selecting, onboarding, training, and coaching employees.
• Effectively communicate job expectations; plan, monitor, appraise and review direct report performance.
• Plan and review compensation for service delivery.
• Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels.
• ROI analysis on pursuing ISO or other certifications and positioning of the Center relative to the competitive landscape.    
• Monitor and evaluate performance based on financial, operational, and impact KPIs.
• Be a regular presence on the production floor and actively interact with managers, supervisors, and agents to ensure productive engagement and proper functioning of systems.
• Meet Service Delivery's financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Sama recruitment and compensation practices.
• Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Sama stakeholders.   
• Maintain professional and technical knowledge by tracking emerging trends in data Center management; and actively engaging in and participating in the East African ICT community.
• Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Learning and Development on baseline training requirements; integrating learning tracks into agent workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
• Provide leadership and expert advice on service delivery issues, planning, and service development approaches and create best-practice service delivery goals, standards, and measures of success to ensure expectations are clear and that service delivery strategies are well aligned with overall agency objectives.
• Meet a variety of Client needs and manage escalations through coaching and leading Directors and  Project leaders. 
• Drive and oversee financial, human, physical, and intellectual capital/resources and their interdependencies in an operationally effective and efficient manner to better facilitate service delivery and optimize outcomes 
• Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
• Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.

Minimum Qualifications:

• Bachelor’s degree in Business, Operations or related discipline 
• 10+ years of experience in BPO or large-scale Customer Service management.
• 5+ years of experience in people management experience, including managing leaders of leaders and a strong desire to develop team members
• Expert in digital skills: Google Suite, Microsoft Office, systems and applications
• Experience in managing project costs 
• Experience in client-facing roles

Preferred Qualifications

• Ability to communicate strategic knowledge objectives to executive management
• Ability to explain technical complexities from data and dashboards and present complex information to a variety of audiences from entry-level workers to executive
• Data-driven
• Project Management skills
• Strong Leadership/Management skills
• Understanding of the basics of AI/ML technology will be  an advantage

About

As a Quality Analyst Supervisor, you will be responsible and accountable for meeting overall quality SLAs across multiple sets of workflows with varying levels of complexity. This will include developing and implementing processes to ensure appropriate quality management controls are in place and are being adhered to.

You will also be responsible for daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met.

Duties and Responsibilities

• Maintain a thorough understanding of assigned project knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant stakeholders
• Develop QA internal auditing tools and conduct internal audits, inspections, reviews and reports for the QA team and lead/support QA related performance management initiatives
• Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
• Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Develop and maintain effective working relationships with project managers.
• Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
• Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives   

Qualifications and Experience

• Minimum of 3 years of Service Delivery experience required
• Minimum of 1 year of experience in Quality Assurance in a Service Delivery Center
• Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.
• Advanced Excel or google sheets skills
• Experience in one or more data analytics tools e.g Looker
• Familiarity & understanding of ISO quality frameworks 

Skills

• Superior planning, organizational, interpersonal and analytical skills
• Critical thinking — You can analyze a problem, design your own test plans, and love iterating on your own processes.
• Strong project management and problem solving skills
• High communication — You enjoy writing (a lot), collaborative problem solving, and jumping on a video call is no problem.
• Attention to detail — You have high attention to visual detail, can communicate clear and specific step by step instructions, and leave no stone unturned
• Knowledge of agile concepts
• Audit mindset with process auditing and management capabilities
• Great people manager able to coach and mentor a team of remote quality analysts to high performance
• Experience with Jira, Slack, or Zoom

About the Job:

You will be responsible for developing analysis and reporting capabilities as well as monitoring performance and quality control plans to identify improvements, establishing simple and effective frameworks and processes that will aid in managing business reporting and analytics functions. 

Additionally, you will leverage their expertise to provide structure, control and oversight in project decision-making, and to ensure resources are efficiently managed and all business functions have the support they need. 

Key Responsibilities: 

• Create dashboards and reports that are updated regularly and used to monitor live performance at the delivery center.
• Analyze trends in data and advise the heads of management of foreseeable risks and potential mitigation strategies.
• Implement project success analytics to include initial work estimation and investment/profit and loss analysis.
• Establish strong internal relationships and credibility as a trusted advisor and support system
• Manage and report on business initiatives to executive leadership, including both verbal and written communications regarding KPIs, project status, risks and issues.
• Work with different delivery managers to create performance-based data driven incentive systems that promote successful business outcomes.
• Work collaboratively across functional departments to resolve issues and generate ideas on how to improve functions.
• Collaborate with the delivery team in projects deep dives for efficiency gains (TPT Analysis, assumptions, challenges)
• Process and analyze scoping data for trends and insights
• Collaborate with delivery managers to identify resourcing needs and ratio alignment (Team Leaders, Quality Analysts. Associates) that may be required for projects success
• Value addition to existing data that will support decision making from different fronts.

Minimum Qualifications:

• A Bachelor’s degree or equivalent with a focus on business and technology
• Advanced Excel skills, with proficiency in Excel shortcuts, formulas, pivot tables, and macros.
• Proficiency in Microsoft Word, Outlook, PowerPoint and SQL.
• Understanding of financial principles with experience in analyzing financial data
• At least 2 years holding a business analytics role in a busy environment.
• Proficiency in Python, R or latest programming language is an added advantage
• Experience in creating business level presentations for other managers and clients where required

Preferred Qualifications:

• Experience managing systems implementations across multiple lines of business
• Experience delivering professional services for a product company
• Ability to quickly establish credibility and rapport with technical team members and clients
• Strong interpersonal skills to facilitate meetings and articulate complex concepts
• Strong communication, negotiation, and relationship building skills
• Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team oriented approach to problem solving
• Ability to prioritize tasks effectively with a high level of attention to detail
• Positive, energetic attitude to achieve great things
• Ability to break down complex data into simple reports.

About the Job:

You will work within the support function of the Global Service Delivery teams in East Africa as part of our Operations department.

As the Procurement Manager, you will be responsible for overseeing the sourcing, purchasing, and supply chain activities within the organization. This position involves strategic planning, vendor management, negotiation, and ensuring efficient procurement processes to support the company's objectives. You will directly work with the Head of Departments and the Finance team to ensure Service Level Agreements are met. 

This role reports directly to the Senior Director level. 

Key Responsibilities: 

• Ensure all purchases go through the approved procurement processes. As the Procurement Manager, you will be responsible for compliance with the procurement process and reporting breaches of the process.
• Strategic Sourcing: Develop and execute procurement schedules aligned with the company's goals, identifying cost-effective purchasing and sourcing opportunities. Ensure procurement schedules are synchronized with approved budgets and procurement plans.
• Planning: Ensure procurement schedules are planned and articulated to stakeholders.
• Stakeholder Management: Communicate effectively, and proactively to all relevant stakeholders regarding timelines, risks to SLA fulfilment etc.
• Vendor Management: Establish and maintain relationships with suppliers, negotiate contracts, and evaluate vendor performance to ensure quality, cost-effectiveness, and timely delivery of goods and services. Select new potential suppliers based on sound ethical norms and standards as guided by Quality management systems' best practices. Monitor supplier performance and assess ability to meet delivery and quality requirements.
• Procurement Process: Implement and optimize procurement processes, policies, and procedures to streamline operations and improve efficiency while adhering to industry standards and compliance regulations.
• Budgeting and Cost Control: Manage procurement budgets, track expenditures, and identify opportunities for cost savings without compromising quality or delivery timelines.
• Negotiate contracts with suppliers and ensure contractual agreements are done and monitored within the required standards to ensure compliance with terms and conditions.
• Review the requirements for the goods or services being provided and suggest alternative items/services that can serve the intended purpose.
• Reports and Data: Maintain product costs and master data on the products held and required by the company. Including all purchase information and costs.
• Evaluate and compare suppliers’ products and services, maintain accurate records of purchases and pricing and monitor business trends.
• Leadership: Demonstrate leadership by ensuring the department can achieve its objectives.
• Risk Management: Identify potential risks in the supply chain, develop contingency plans, and mitigate disruptions to ensure continuity of supplies and services.
• Collaboration: Work closely with various departments such as finance, operations, and logistics to align procurement activities with overall business strategies and operational needs.
• Market Research and Analysis: Stay updated on market trends, industry developments, and emerging technologies to make informed decisions regarding procurement strategies and supplier selection.

Minimum Qualifications: 

• Bachelor's degree in Business Administration, Supply Chain Management, or related field;
• Relevant certifications (e.g., CSCP, CPSM) are a plus.
• Proven experience with more than 4 - 5 years in procurement or supply chain management, with a track record of successful vendor negotiations and cost savings.
• Strong understanding of procurement processes, contract management, and supply chain principles.
• Excellent negotiation, communication, and leadership skills.
• Proficiency in procurement software/tools and knowledge of ERP systems.
• Ability to work in a fast-paced environment, multitask, and make sound decisions under pressure.

Good to Skills and Qualities to Have: 

• Ability to anticipate business needs
• Get things done attitude & ready to go the extra mile in delivering key aspects of the role in a high-paced environment.
• You should be assertive and have the ability to drive change.
• Strong technical and numerical skills with advanced Excel skills
• Strong communication skills (both written and verbal) - ability to communicate complex quantitative analysis in actionable insights
• Detail-oriented and passion for problem-solving
• Ability to work on own initiative or as part of a team.
• Strong analytical and problem-solving skills.