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Senior Manager

4 months ago

Johannesburg, Gauteng, South Africa MTN Nigeria Full time

Strategic Planning
Provide input into all long-term plans regarding Technology operations

Formulate the Technology operations strategies into operational plans and activities for Managed Network Services Operations.

Assist SM:
Regional managers with cascading of the strategy in the respective region

Align the strategies with the vendors deliverables and SLA

Develop and implement an effective business continuity plan for the Managed Network Services Operations department

Develop and ensure implementation of an effective communication strategy

Translate the strategic intent of Managed Network services in to clear deliverables for the portfolio

Ensure effective monitoring mechanisms to track the implementation strategy

Interpret strategic plan and formulate strategic deliverables

Regional Management


Ultimately responsible and accountable for the allocated regions, to ensure regions are managed effectively and efficiently according to the Head office management structure.

Provide framework, governance and support to ensure regions are managing optimally to meet the overall technology objectives.

Solutions Delivery
Ensure seamless operations of all the Managed Network Services functions to reach MTN's performance level targets, NPS rating and to create a positive customer experience

Provide framework and guidance for change and configuration management process

Provide framework and guidance for incident management processes

Develop and grow long term relationships with key vendors and Regional GM's

Develop SLA framework that will govern the Managed Network Services Operations

Ensure implementation of required frameworks for reporting on network performance, network availability and network incidents

Contribute to Managed Network Services Operations Masterplan


Provide Managed network service assistance consistently to internal MTN stakeholders and ensure that network service levels relation to operational assistance are met at the required quality and within the proposed timelines.

Monitor, control and report all Managed services projects related costs on national level.

Collaboration
Interlock with MTNSA Technology, Vendor and MTNSA Regions to ensure stability and support to the Managed Network Services.

Managed Network Services interfacing to Technology and Commercial teams related to network support

Interfacing and interlock with Technology Operations function who own service desk and 1st line support

Governance and Control
Strictly follow and ensure team and vendor compliance of relevant policies and procedures

Ensure effective SLA strategies are in place to support the business and vendor compliance

Implement proper controls and processes to minimise revenue leakage

Ensure proper project controls are in place to manage financial and operational risks across the business

Appropriate implementation of DoA


Ensure the governance and the fulfilment of managed service deliverables across South Africa by all vendors on a national level.


Vendor Management
Managing and maintaining relationships with allocated vendor

Provide framework to ensure vendors meet their contractual obligations, deliver quality products and services on time

Create communication channels and strategies to ensure the most efficient way to resolve issues and queries to minimize downtime

Ultimately responsible for vendors meeting and adhere to SLA's and contractual obligations


Ensure all required maintenance activities are tracked and performed as per Service Level Agreements and KPIs on a national level including Fault, Configuration, Change, Problem Management, Preventive Maintenance, etc.


Financial Management
Forecast, plan, develop and review transport network operations budgets in line with MTN SA financial requirements

Ensure transport network operations budgets are optimised

Manage transport network operations expenditure in line with agreed budgets

Identify and eliminate non-contributory expenditure

Manage budgeting and preparing of tenders

People Leadership and Organisational Capability Building
Lead, develop and coach the Managed Network Services Operations team

Act as an ambassador and role model for the Technology team by living the brand values and vital behaviors

Make environment the best place to work

Improve the employee engagement through the GCA/sentimeter

Ensure the attraction, development and retention of Planning and Engineering talent

Build a professional and differentiated Planning and Engineering team

Ensure a culture of continuous evaluation and improvement

Drive a culture of high performance, accountability and consequence management