Senior Manager - Head of Network Operations Technology Information at MTN

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 ​

QUALIFICATIONS

Education

• 4-year tertiary degree in Engineering or related field of study​
• MBA or Masters advantageous​

Experience

• Minimum 10 years’ telecoms experience including:​
• Senior Management level track record of 5 years or more​
• 5-7 years experience in supporting Technology Infrastructure and clients’ networks and network assurance​
• Dealing with vendors/3rd party contractors​
• Project management​
• Experience working in a global/multinational enterprise​
• Worked across diverse cultures and geographies​

Skills

• Project and Programme management​
• Products and services​
• Presentation skills​
• Communication ​
• Negotiation​
• Leadership