General Manager

Mission/ Core purpose of the Job

The GM Technical Operations plays a key strategic role at MTN Converged Solutions, responsible for overseeing the efficient operation of technical platforms and managing customer support. They lead a
team that leverages technology to drive the organization's objectives.
Their portfolio includes technology strategy, planning, and maintenance,designing technology blueprints, ensuring world-class customer
support, and driving continuous improvement and automation. They also lead MCS internal shared IT and are responsible for the Busienss
Support Systems (BSS).

This includes:
• Shaping the organization's technological direction by staying updated on trends and advancements.
• Proactively implementing strategic initiatives, such as platform transitions, process automation, or integration of innovative technologies.
• Ensuring that services and support are available for customers whenever needed, demonstrating a commitment to the organization and its clients

Key Activities & Responsibilities

Technical Platform Operations Strategy Development and Implementation

• Define and implement the Technical Platform Operations strategy, aligned to the MTN Converged Solutions business and MTN Group strategy
• Provide strategic Technical Operations advice to the business, including but not limited to driving the digital transformation through latest technologies.
• Act as a bridge between the technical team and business leadership, translating technical knowledge into actionable insights and ensuring strategic priority alignment.
• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps within area of responsibility.
• Collaborate with business to define and drive strategic programmes and initiatives that enhances technological landscape for Converged Solutions.
• Identify and implement new technologies that align with business objectives, improve efficiency, and drive growth

Financial Management/ Budget and Cost Control

• Provide input into budgeting process, considering IT infrastructure upgrades
• Forecast, plan, develop and review the budget and secure the necessary approvals
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
• Ensure that all MTN company financial targets are met.
• Ensure Vendor & IT costs are effectively managed

Technical Platform Operations Delivery Excellence

• Create and lead a highly reliable and efficient Technical Operations team that minimises downtime, ensures smooth system performance, and optimises resource utilization
• Provide oversight and leadership over day-to-day operations, guiding the team to deliver on current business imperatives, whilst driving continuous improvement through innovative digital solutions
• Manage and maintain the application/ infrastructure landscape and projects
• Lead and manage technical projects to on-time, on-budget, and within scope delivery.
• Ensure network security controls in place to manage cyber security and other risks
• Ensure optimal integration of various technological platforms, to enhance seamless user experience
• Advise business on latest technologies that will improve business performance and unlock value for stakeholders
• Oversee and review the development of on-demand, real-time, weekly and monthly reports.
• Be a data-driven leader who leverage a robust set of metrics to measure performance, identify areas for improvement, and track the success of implemented initiatives.
• Oversee collaboration with relevant internal teams to ensure smooth business operations and excellent client service. Define problems (based on data insights), provide business relevant solutions and lead desirable initiatives that bring about meaningful change through synergies across all teams
• Collaborate with Senior BU leaders on Performance trends, risks and supports with related business decisions
• Manage partners and vendors to ensure the smooth and efficient operation of all technical infrastructure according to SLAs

Governance, Policies and Procedures

• Develop and implement procedures and controls to ensure Infrastructure services and systems meet governance standards
• Develop and implement standardised operational systems, policies, and procedures to enhance efficiencies across the Converged Solutions value chain
• Ensure compliance with all Technical Operations relevant regulation and legislation including protection of information, including but not limited to Protection of Personal Information Act
• Ensure sound Technical Operations controls and processes in place to manage and mitigate the IT risk, including but not limited to Cyber security across Converged Solutions
• Oversee and ensure the learning and awareness on cyber security and other phishing/ email scams
• Ensure that business continuity plans are drafted and communicated to all employees, should a security breach take place
• Ensure that employee and customer information is protected during security breaches and communication plan of informing customers where required
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Continuously review key risks, issues and dependencies and set mitigation actions

Customer Experience and Support

• Develop standardised operations plans to ensure reliable delivery of services to clients
• Ensure team meets and exceeds customer support expectations
• Ensure effective and efficient service escalation processes are in place
• Identify and develop strategic relationships with internal customers

Internal IT and BSS

• Deploy, manage and maintain the MCS Business Support Systems (billing and subscription management) and ensure reliable billing operations.
• Ensure team meets and exceeds IT expectations
• Ensure effective and efficient service escalation processes are in place
• Identify and develop strategic relationships with internal customers

People and Culture Leadership

• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Exhibit leadership qualities to retain talent, drive people initiatives
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Outline, develop and deploy change management practices and activities where required and as guided, and in collaboration with HR colleagues
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behavior

Continuous Improvement

• Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
• Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution Portfolios.
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace

Job Outcomes / Results

• Technical Operations strategy emanating from CS strategies
• IT systems efficiencies (no downtime) • Service excellence (user experience,turnaround time etc)
• Improved business turnaround (level of automation)
• Proactive IT migration plans Zero incidences of security breach
• Data integrity and accuracy
• Proactive relationships resulting in value for money for Converged Solutions spend
• Actual cost vs. Budget
• High performing team measured through Service Level Agreement (SLA)
• 100% compliance with relevant legislation
• Business continuity plans in place
 

Education, Skills and Experience

• 4-year tertiary qualification in Engineering/ IT/ Computer Science Systems (Telecommunication Management / Information Technology) or related
• MBA / Masters Advantageous

Experience

Minimum 10-12 years’ experience including:
• Senior Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
• Worked across diverse cultures and geographies
• Proven track record of business operations management in global/multinational company
• Proven track record of successfully managing technical operations in a fast-paced organisation
• Experience in managing customer support operations and ensuring high levels of service delivery
• Knowledge of technical platforms, systems, and infrastructure is essential.

Skills

• Strategic Thinking & Problem-solving
• Business Acumen & Financial Management
• In-depth knowledge on digital technologies & infrastructure
• Understanding of relevant legislation
• Understanding of various ICT applications and systems knowledge
• Customer Success Management

Core Competencies

Strategic Leadership  Technical Proficiency Customer Service and Experience  Communication and collaboration  Operational excellence  Critical Thinking and Problem-solving  Project Management

Supporting Competencies

Decision Making  Collaboration  Change Management  Adhering to principles and values Process and detail orientation
 

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