Manager - Ict Operations Vendor Sla.technology

2 months ago

Johannesburg, South Africa MTN Nigeria Full time

MTN GROUP HUMAN RESOURCES

**JOB PROFILE**

(Last Update - 2023/03/24)

**Title of job**:Manager : ICT Operations Vendor SLA

N **umber of subordinates: 1
**MTN Job Level: 3
**Location of the job**:
Technology Centre of Excellence, 14 th Avenue

**Solid Reporting Line:
Senior Manager: ICT Operations Assurance

**Dotted Reporting Line:
**Mission/ **Core purpose of the Job
Working closely with the MTN Executive Leadership Team and the Opco CEOs, the **Executive: Group
**1. Mission/ **Core purpose of the Job
An Operations Vendor SLA Manager serves as a liaison between MTN and its ICT suppliers or vendors to ensure smooth operations and efficient delivery of goods and services through adherence to agreed service levels. To negotiate and manage Service Level Agreements with TCOE Vendors and 3 rd Party Suppliers.

**2. Context **(Global influences, environmental / industry demands, organisational mission etc.)
- Fast moving industry with constantly changing business requirements and technologies
- Fluid complexities of customer expectations and demands
- Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
- Highly dynamic and fluctuating Telecommunications and ISP industry
- Total customer experience for MTN brand
- Constantly changing consumer and market needs
- Market dynamics and developments
- MTN policies, processes and procedures
- Regulatory industry norms govern MTN and partners
- Highly pressurized, deadline-driven environment
- Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
- Participative environment - highly diverse and team-focused

**3. Key Performance Areas**:Core, essential responsibilities / outputs of the position (KPA's)

**Key Tasks**:
**Operational Delivery**
- Conducts complex and highly customized analysis to optimize contract and vendor management
- Ensures these are inline to support the best customer experience.
- Determines technical capability and creates benchmarks in association with technical experts.
- Negotiate, to safeguard MTN’s interests, beneficial service delivery expectations and agree on penalty parameters
- Collaborate with internal teams such as procurement, logistics and finance to ensure that vendor contracts and service-level agreements are appropriately aligned with business needs and goals
- Develop supportive relationships to ensure collaboration across the business
- Assist the business in finding ways to improve service levels
- Responsible for signing off all invoices received from vendors
- Implement vendor management software and tools to improve vendor management processes

**Vendor SLA Management**
- Manage vendor relationships, including negotiating contracts, accessing vendor performance and resolving any issues that may arise
- Monitor vendor performance metrics and implement corrective actions where necessary.
- Leads SLA performance discussions with vendors on a monthly basis
- Track and report on vendor SLA performance on a weekly basis and monthly basis
- Ensure vendor meets contractual SLA requirements for ICT (Mean Time To Install) MTTI & similar
- Calculate financial penalties and present to Procurement and Budget Holder
- Monitor changes to the vendors contract
- Ensure that vendors comply with the regulatory and quality standards, as well as company policies and procedures
- Provide input on tenders by providing TCOE SLA targets and actuals per Product/Service
- Share relevant information with affected stakeholders
- Take a customer-centric view (internal and external customers)
- Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
- Create a procedure to manage contractual disputes between MTN and the supplier

**Reporting**
- Vendor SLA performance on a weekly basis and monthly basis
- Build and maintain dynamic reporting framework to accommodate vendor requirements.
- Provide ad hoc reports as required by the business and vendor

**Quality Control**
- Identify processes and procedures where the quality of work may be improved.
- Seek feedback from vendors and business regarding improving on quality and vendor service standards
- Understand the consequences of not maintaining quality focus and operate appropriately
- Provide necessary documents to Auditors when required
- Sort, accumulate and analyse information about a particular situation / problem to assist with problem solving
- Initiate resolution of operational problems
- Follow clear and linear procedures to find practical solutions to problems
- Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
- Work consistently according to standard operating procedures
- Understand the quality standards of the job and the reason for these standards

**Client Experience**
- Respond to customer queries in line with set guidelines a

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