Current Vacancies at MTN

RESPONSIBILITIES

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

Project Planning

• Provide project management input to pre-sales processes with regards to ICT customer requests for RFP/RFQ
• Ensure alignment between approved service order/SOF and scope of proposed solution
• Validate solution BOQ as prepared by Solution Architect
• Prepare project plan for end to end order/s delivery
• Prepare all supporting project documentation including. Risk Report, Communications Plan and Installation Schedule
• Complete resource checklist including engineer availability, vendor capacity, equipment availability and lead times
• Obtain necessary approval and sign-off of final project plans

Project Execution (Order Implementation)

• Validation of order details with customers including deliverables, site locations, contact details and schedule requirements
• Arranging project kick-off meeting including all key stakeholders
• Recording and distributing minutes of project meetings
• Assume responsibility of the lead coordination role between MTN functional areas, suppliers and customer
• Initiate project in workforce management system (Remedy)
• Allocate work orders to assigned engineer and vendors
• Initiate purchase requisitions for required equipment and services as per approved BOQ
• Vendor management and coordination regarding all external services required for a specific product
• Equipment management and delivery coordination

Risk and issue management

• Effective communications and stakeholder management throughout order implementation process
• Efficient order close out to ensure soonest possible realisation of revenue
• Facilitate formal handover and acceptance by customer including documentation sign-off
• Close Orders and Work Orders to Provision Service
• Verification of 1st Services Bill
• Prepare project closeout report including Lessons Learned, As Build and Inventory schedule

Customer Relations

• Exceptional customer service levels to assist in the retention of customers
• Ensure that all stakeholders are kept up to date on order progress
• Facilitation of customer and/or vendor workshops and meetings
• Provide post implementation support to customers and escalate appropriately when necessary
• Professional interaction with engineering team members

Project Governance

• Provide accurate and timeous internal project reporting.
• Effective escalations to relevant internal and external stakeholders (sales person, line manager, etc)
• Effective communication with internal teams (Communications Management)
• Ensure correct info of the implemented solution is sent to Billing
• Ensure 1st customer invoice (post implementation) is aligned with approved order/SOF
• Adherence to Product SLAs/OLAs – Work closely with Vendor Management and Procurement
• End to end third party vendor management from order placement to actual service delivery
• Reporting on third party vendors pertaining to the project lead’s specific project dashboard

Leadership

• Manage & motivate project resources to exceed in their duties
• Active vendor performance management
• Ongoing analysis of process and service delivery gaps
• Employee relations and collaborative teamwork
• Promote Employment Equity and Diversity
• Coaching and guidance of less experienced staff
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Living the MTN Brand – changing and positively influence peer behaviour

Reporting 

• Identify and prepare relevant information and data for reporting purposes 
• Prepare daily, weekly and monthly management reports 

QUALIFICATIONS

• Minimum Job Requirements (Education, Experience and Competencies)

Education: 

• Matric plus
• 3 year Degree or 3 year Diploma coupled with Project Management (coupled with Engineering or a Technical qualification (CCNA, etc.) would be an advantage)
• Certification in Prince 2 Practitioner or PMP
• ITIL Practitioner (would be advantageous)

Experience:

• Minimum 3 years’ experience in ICT project management including management of a team or virtual team of engineers
• Experience in working within Enterprise arena , as a service provider
• Experience in working with Cisco & Huawei Router technologies and products
• Implementation of projects involving various WAN connectivity technologies including PTP Fibre, PTP Microwave, PMP Microwave, CTN
• Implementation of projects involving delivery of Cloud and Security, Unified Communications, IOT

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RESPONSIBILITIES

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

The Wholesale Delivery will be accountable to achieve the following objectives: 

• Provide End to end solution design of L2VPN, L3VPN and SDH P2P or P2MP 
• Support on delivery of end-to-end wholesale capacity and managed network services (MPLS), both internationally and domestically within OpCos by working with the network teams within OpCos 
• Prepare change request for service implementation and submit on the relevant internal server,  follow the change implementation with implementation team or managed service entity 
• Track service usage for customer and recommend possible upgrade solutions 
• Implement work around solutions whilst permanent solutions are being negotiated   to alleviate capacity bottleneck 
• Identify future capacity requirement spikes due to market changes and provide inputs to the capacity management team 
• Support the delivery of systems through 3rd parties, consortiums, international operators with other priorities 
• Provide various reports for wholesale to monitor the network and the services 
• Liaise with the GEBU SPOC and with the Enterprise business units for multi-country enterprise fixed line last miles implementation
• Ensure full customer satisfaction over the wholesale service delivery process 

 Role Deliverables

• Inputs to complex client proposals, both internal (MTN OpCos, Enterprise business units) and external, from a technical point of view 
• Analysis of the utilisation of the current connectivity infrastructure 
• Inputs for asset investment recommendations 
• Integrated carrier wholesale solution design/landscape 
• Support Updating Opco implementation strategies 
• Support customers, suppliers and make sure that the service is delivered on an agreed level of quality 
• Lead and manage cross-functional, collaborative teams on standard IP/MPLS network architecture development or process improvement initiatives 

Role Dependencies 

• Inputs for wholesales business units in client solution designs 
• Understand the sales service order form and the customer requirements and translate to a technical solution 
• Keep updated records of the services provisioned and circuit on the Global MTN infrastructure 

QUALIFICATIONS

• Job Requirements (Education, Experience and Competencies)

Experience:

• At least 5 years experiences in Telecommunications, with planning, implementation and operational experience 
• At least 2 years experiences in fixed infrastructure and IP environment 
• Experience on OTN,  WDM and SDH 
• Experience on Huawei transmission equipment (OSN) 
• Experience on Huawei IP equipment (NE40) 
• Experience in multi-country network solutioning, International Carrier Business, Submarine Cable consortiums 
• Experience on technical specification and procurements processes -  Experience on leading vendor negotiations 

Competencies:

• Key business soft skills including but not limited to problem solving, information processing, analytical understanding of key industry trends, influencing and motivating team members 
• Data interpretation, quality focus, continuous improvement, keen to innovation and research and development, risk management and reporting skills 
• Strong communication skills 
• Highly client driven interactions 

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RESPONSIBILITIES:

•  Working closely with the Sales and Marketing teams. 
•  Product and Promotion Launches: working cross-functionally, helping to implement new product and promotion launches in multiple OPCO’s, and across all routes to the market. 
• Developing tools and applications together with the Manager. 
• Sales Support: work closely with the Sales team and help define sales tools and materials.
• Deliver those tools and monitor the results. 
• Assist in creating Product Sales manuals, and competitive analyses and give sales training internally and externally. 
• Channel Marketing: work closely with our end users/ distributors/dealers in conjunction with the sales department to plan and determine marketing tools to be executed via the channel.
• Build up strategic alliances with among others Microsoft and other Cloud vendors 

QUALIFICATIONS;

• 3-year diploma or equivalent education. 
• At least 3 Microsoft certifications – Non-negotiable
• 3-5 years of sales and technical experience in the ICT sector – Preferably Microsoft 
• Experienced in working closely with sales teams. 
• Strong Channel Go-to-market experience preferred and demonstrated customer knowledge and understanding of competitive markets. 
• Attention to detail - accurate data gathering, insightful analysis. 
• Excellent interpersonal communication, both written and verbal, as well as presentation skills are required in English. French would be advantageous.
• At least 25% of travelling into Africa will be required.

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RESPONSIBILITIES:

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

The role will be accountable to achieve the following objectives: 

• To act as a Subject Matter Expert for Messaging in Bayobab
• To perform operation activities on the Bayobab Messaging Hub
• To Configure SMPP binds, SS7 link and IP configurations on SMSHUB
• To implement rules on SMSHUB Firewall
• To handle and resolve customer incidents
• To implement traffic routing on SMSHUB 
• To coordinate and manage vendor activities during the project deployment to guarantee market time and compliance with partner requirements.
• To drive Messaging Services features and platform evolution inside the Bayobab, through harmonization & hosting projects, in cooperation with partners and Opcos within the region.
• Developing and maintain technical project documentation.
• Delivering detailed functional and technical analysis against project work packages in line with solution designers in other squads; handshakes on the specifications of the integration points.
• Preparing design documents for the delivery such as Call flows, solution documents, High Level design and Low level design documents
• Together with Ops and Infrastructure teams, studies dimensioning for the systems in the domain based on the traffic forecast provided by the business unit.
• Translating requirements into engineering design and logical units of work (tasks) with the solution developers.
• Supporting testers for test case preparation, reviews test cases.
• Participating in User Acceptance Testing (UAT) for Messaging projects before production releases.
• Facilitating UAT and production issues investigation.
• Providing design support for defects and issues raised by relevant stakeholders regarding the domain under the team’s responsibility.
• Preparing and present solutions for IT Architecture Board.
• Executing RFP/RFP & SOW process if required.
•  Working with the solution architect to maintain product roadmaps and target architecture.
•  Reviewing and approving vendor design documents; follow-ups vendor development.
• To drive cross-functional projects and alignment, especially with commercial and security teams.

QUALIFICATIONS

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 4-year Academic Degree (B Eng. / BSc Degree preferred) 
• Relevant certification/accreditation/membership with professional body as required for role 
• Fluent in English and language of country (preferable) 

Experience:

• 5+ years’ experience in an engineering field
• Expert in SMS/SS7/IP/SMPP data solutions
• Experience with SMS Routing, Hub and Firewall technology
• Knowledge of UNIX-Solaris, AIX, HPUX, Windows, Linux and cloud technology
• Understanding of Change Management Life Cycle Principles
• System Support and Trouble Analysis skills (root cause analysis, alarm management platforms, troubleshooting, etc.)
• Server & System Administration skills
• Knowledge of Analysis Tools 
• Hardware installation and repair skills
• Knowledge of OSI network protocol design
• Knowledge of Configuration, Backup, and Restoral processes necessary to support the telephony/voice infrastructure
• Experience using and writing technical documentation
•  High level vendor certifications (i.e., CCNA)
•  Ability to lead engineering teams
• Expert analytical and problem-solving skills
• Must have experience in eTOM, SID and NGOSS Framework.
• Excellent communication and presentation skills, both verbal and written.
• Ability to solve problems using a creative and logical mind set.
• Worked across diverse cultures and geographies (advantageous) 

Competencies:

• Implementers, Decisive Problem Solver, Best Practice Value Creator 
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
•  Results Achiever, Operationally Astute 
• Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
• Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on one’s feet, fast thinker.
• Ability to understand and communicate high level technical concepts.
• Process driven; leverage existing processes to efficiently execute duties.
• Ability to work with the customer and to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly
• Ability to balance’s priorities and manage workload effectively.
• Quickly adapts approach as the situation changes.
• Detail-oriented individual to ensure all issues are resolved to customer satisfaction.

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RESPONSIBILITIES:

Key Deliverables;

Strategy Implementation;

• Lead the Enterprise Connectivity function by leveraging the MTN brand and industry standards in order to position the Enterprise Connectivity function is a key enabler to enterprise solutions.
• Drive the Enterprise Connectivity vision by developing the enterprise connectivity framework in order to enable portfolio and market growth.
• Contribute towards the Enterprise Fixed Solutions strategy by analysing market trends, customer and business requirements in order to enhance revenue growth initiatives.

Operational Delivery

• Identify, expand, drive and execute on the enterprise connectivity initiatives in order to maximise the value revenue of enterprise connectivity for the ICT Enterprise Business Unit (EBU).
• Enhance product innovation, working with other product teams in order to lead new thinking and nurture new product ideas throughout the product life cycle
• Drive connectivity solutions to business problems at the enterprise level, by working across products in order to ensure that product fundamentals for network scalability, security, resiliency and exponential growth are architected, designed and delivered to provide a resilient and solid foundation for growth and customer adoption.
• Provide thought-leadership through sharing extensive knowledge on connectivity across industries in order to position MTN as a market leader in enterprise connectivity.
• Participate inDrive the delivery of enterprise connectivity products per approved Roadmap by collaborating with internal and external stakeholders, including peer product managers from other lines of business, in order to support bundling of ICT offerings and maximise value within ICT EBU products.
• Drive the development of enterprise connectivity solutions that are best-fit for client business requirements by interfacing with industry stakeholders and internal cross-functional teams, utilising data analytics in order to provide input into the business model.
• Develop business cases centred on enterprise connectivity for proposed ICT initiatives, by researching local conditions and competitor activity trends, and benchmarking with other organisations within and outside the industry in order to support revenue growth.
• Leverage alliance partnerships by developing and maintaining relationships with technology and connectivity partners in order to align product portfolios and roadmaps, thereby identifying the most impactful opportunities.
• Identify opportunities for product expansion and areas of obsolescence, by analysing feedback from various internal stakeholders, partners, customers and market data, in order to strengthen the enterprise connectivity function.
• Drive connectivity growth in large and complex enterprises by defining, agreeing on and maintaining the service management approach for enterprise connectivity services in order to enhance customer experience. 
• Stay abreast of relevant enterprise connectivity programs and infrastructure by maintaining an understanding of and identifying market and trends in order to align MTN to best-in-class industry practices.

Project Management;

• Collaborate with cross-functional teams to plan, define, and execute on product development projects and connectivity goals across thea portfolio of projects and activities in order to enable the development of best-in-class solution offerings.
• Track and monitor project execution by documenting, reviewing and reporting on requirements to ensure projects remain within the scope of the value stream.
• Coordinate project activities by engaging and guiding internal and external resources in order to ensure the successful completion of an assigned connectivity project.

Product lifecycle Management;

• Conduct period reviews of existing Enterprise Connectivity products by benchmarking pricing, specifications and customer journey against market competitors.
• Period initiatives to enhance product pricing and specifications. 
• Developing high volume journeys for Enterprise Connectivity products through use of BSS automation and Work Flow Management tools.
• Lead the delivery of a frictionless client experience of Enterprise Connectivity products across all market segments.
• Regular post implementation performance reviews of Enterprise Connectivity products against original launch business case. 
• Advising the Heads of Enterprise Fixed Solutions; EPMO and TPD on retirement of non-performing products. 
• Participate in the definition of parameters for partnerships Service Level Agreements (SLA) and monitor SLA performance indicators to ensure all compliance requirements that are established under contractual agreements between the organisation and vendors, are adhered to.

Governance and Risk Management

• Monitor compliance by maintaining awareness and understanding of regulatory standards and legislation in order to update the current enterprise connectivity strategy as required.
• Participate in the implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations across OpCo’s
• Identify and manage partners, and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.

Revenue, Cost and Budget Management

• Contribute towards budget management within the function by devising a bottom-up Revenue budget per Enterprise Connectivity product; Target connection numbers; associated Cost of Sales budget and Capex budget for Enterprise Connectivity products.
• Identifying inefficient areas and seek ways to reduce expenditure in order to deliver on set revenue targets

Go To Market Activities; 

• Increasing visibility of MTN Enterprise Connectivity Portfolio across target segments: SME, Large Enterprise, Public Enterprise and the Partnership channel
• Ensuring execution of a holistic set of Go To Market activities across traditional and digital channels per new Enterprise Connectivity product launches 
• Cross selling of Enterprise Connectivity products and solutions into the existing Fixed Solutions and Mobile client base

People Leadership and Organisational Capability Building;

• Manage, coach and mentor team members within the Enterprise Connectivity function by understanding team members' aspirations and goals in order to deliver on the key objectives of both the employee and the function.
• Evaluate current capabilities within the function, identify gaps and prioritise development activities and authorise recruitment from outside the organisation, when and as is needed.

QUALIFICATIONS

Education: 

• Minimum of 3-year tertiary degree
• Relevant certification / accreditation / membership with professional body as required for role 
• Fluent in language of country with basic command of English 

Experience:

• Minimum of 5 years’ experience in an area of specialisation coupled with supervising / managing others
• Worked across diverse cultures and geographies advantageous
• Experience working in a small to medium organisation
• Experience with SDWAN and MPLS products sets

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RESPONSIBILITIES:

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

• Consumer satisfaction.
• In branded store
• accountable for cash and stock
• accountable for sales and meeting sales targets
• accountable for stock shortages
• Provide consumer advice and education / share product knowledge
• Manage stock in store
• Management of shortages.
• Obsolescence
• Promotional stock merchandising
• Manage operations in store
• Warranties
• Customer cell phone repairs (where applicable)
• Returns
• OBF’s
• Identify issues and resolve 
• Communication, in outlet, and with MTN 
• Maintain company’s policies and procedures.
• Manage and account for all cash.
• Conduct actual system transactions eg. activations, suspensions, migrations etc.
• Relevant paperwork and documentation.
• General Customer services: turnaround time, queuing time, accuracy, and productivity.

QUALIFICATIONS:

Minimum Requirements;  

Education:  

• Matric
• Fluent in English and language of country preferable

Experience:

• Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
• Experience working in a small to medium  organization 

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Key Performance Areas

• The Corporate Affairs Manager plays a crucial role in managing an organisation's reputation, external communication strategies, and relationships with various stakeholders. 

This role will be responsible for:  

• Develop and implement a PR strategy and plan with adequate media monitoring 
• Ensure effective media coverage, media engagement and manage the dedicated press office email account and PR firm 
• Draft media releases, media briefing notes, speaker notes, interview notes and pitch thought leadership pieces  
• Forge relationships with journalists and key influencers 
• Build and manage effective media relations that help to achieve profile-raising and strategic goals 
• Crisis management for external communication with media to protect the company’s reputation and its executive team  
• Promote the corporate identity, building up the reputation 
• Support the executive team with corporate comms for certain stakeholders 
• Curate content on behalf of the CEO’s Office for social media and/or other channels  
• Manage strategic media events and strategic stakeholder engagement events with media and dignitaries
• Work closely with the Regulatory Affairs team to plan and manage media and/or regulatory stakeholder engagement events in-country
• Work closely with the marketing team to streamline all content creation for our multiple stakeholder groups  
• Work closely with the ESG programme manager to successfully communicate and promote the company’s initiatives.

Job Requirements

• Education: A bachelor's degree in communications, public relations, journalism, business, or a related field is often required. A master's degree can be an advantage.
• Language Proficiency: Fluent in English. French fluency can be an advantage to navigate all our FibreCo footprint across Africa. 

Experience:

• Minimum of 5 years’ experience in experience in Marketing/Communication/public relations with 2+ years’ experience in supervising/managing others.
• Working in Telecom industry is preferable.
• Worked across diverse culture and geographies.
• Worked in an African market or industry serving Africa. 

Competencies:

• Strategic Communication Skills: Strong written and verbal communication skills are essential, and the ability to develop and execute strategic communication plans aligned with organisational goals.
• Media Relations: Experience in building and maintaining relationships with journalists, bloggers, and media outlets, handling media inquiries and proactively pitching stories to media.
• Crisis Communication: Proven experience in crisis communication and issues management, and ability to develop and implement crisis communication plans.
• Stakeholder Management: Skilled in managing relationships with various stakeholders, including investors, employees, customers, government agencies, and the community, and experience in developing and maintaining a positive corporate image.
• Regulatory Compliance: Knowledge of regulatory requirements related to corporate communications and ensuring that all communications comply with relevant laws and regulations.
• Event Management: Experience in planning and executing corporate events, press conferences to engage the key stakeholders and the public sector and coordinating logistics and ensuring smooth execution.
• Corporate Branding: Involvement in building and maintaining a strong corporate brand, and the ability to implement brand communication strategies.
• Government Affairs: Understanding of government relations and experience in dealing with regulatory bodies to support the Regulatory Affairs team.    
• International & African Experience: Our key market is Africa however our customer base is global. The ability to navigate cultural nuances and tailor communication strategies accordingly.
• Team Collaboration: Ability to collaborate with cross-functional teams within the organisation.

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Key Performance Areas: 

Task Complexity:                              

• Driving Profitable growth for MTN Business
• Team to achieve weekly/ monthly and annual sales targets 
• Build and maintain team to deliver on set targets and objectives
• Enable sales through internal operations by ensuring internal stumbling blocks are removed.
• Manage human resources effectively
• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue
• Achieve current year SOV and Revenue Targets
• Ensure we maximise on existing contract values
• Maintain customer base by ensuring client issues have been taken care of
• Limit churn and Increase Market Share
• Expand product offering to more customers
• Sell more value-added products into customer base
• Take business away from our competitors and reduce churn in our base

Ensuring a Culture of Operational Excellence;

• Accurate Planning and forecasting
• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Account management;

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio
• of accounts
• Management and maintenance of account plans and promotional plans for an assigned portfolio of accounts.
• Provide assistance with the end-to-end management of clients’ accounts under the RSMs supervision.
• Manage one or more allocated accounts in line with vertical regional / channel strategy and macro-plans as defined regional sales managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• Liaise with Marketing and Training to ensure provision of effective information and training as required.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.

Comply and understand margins according to EBU principles;

• Focus on providing Exceptional Client experience 
• Build and maintain solid relationships with all stakeholders.
• Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.
• Ensuing appropriate governance and Quality Control measures 
• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management;

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management

Business Analysis;

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Independent thought and Judgment:.

• Identify new opportunities that are profitable and sustainable
• Extent of support provided during negotiations of commercial agreements with assigned portfolio of Clients and prospects
• Negotiation for services offered by MTN to key accounts within approved rates and parameters
• Execution of actions agreed upon for the assigned portfolio of accounts
• Identification and recommendation of innovative ideas for POC or product development
• Setting objectives and targets for the unit
• Dissemination of information
• Customer relations, and the way in which account managers engage with customers
• Make retention-based judgement calls
• Budget management
• Account Plans

Minimum Requirements; 

Education:

• Minimum of 3-year degree or 3 year diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

• Must have both - the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
• Must have ICT (fixed) and Mobile experience 
• Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others. 
• Experience working in a medium to large organization 
• Strategic technical knowledge and can succeed as a leader and mentor in a demanding and rewarding sales environment.
• Strong sales leadership skills in a teaming environment. 
• Requires understanding of ICT buying cycles. 
• Developing customer relationships. 
• Understanding a broad range of company technologies and offering is required
• Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential 
• Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, 
• and position it in a powerful way in order to generate budgets and close deals. 
• Must have the ability to deliver business value to the account and build on customer relationships. 

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RESPONSIBILITIES

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

The Senior Manager:  CoE Project and Programme Management will be accountable to achieve the following objectives:

• Provides project management and guidance to the Technology CoE PM team to ensure the effective delivery of all projects within the programme. 
• Ensures all projects within the programme are delivered and consistently aligned across the MTN global network.
• Defines, in partnership with various stakeholders, the Technology CoE programme goals & outputs.
• Engages with Digital & IT Programme lead to seek opportunities to align strategic priorities and leverage resources for the delivery of Network programme objectives. 
• Ensures projects within the programme are consistent and add value in accordance with Technology’s overall strategic goals as well as Technology CoE annual goals and objectives.
• Ensures the delivery of projects (within the programme) according to project scope while effectively managing resources, time and budget.
• Ensure the effective implementation of the document repository management for all Technology CoE projects.
• Ensure the successful management of the Technology CoE programme risks, the measurement thereof and poses corrective action where necessary.
• Provide input and deliver dashboard report on the Technology CoE programme for EXCO and GoC.
• Engages with all key stakeholders to ensure effective communication and reporting.
• Engagement and interlock alignment of group functions and OPCOs across strategic Technology programmes.
• Manages the day-to-day execution of Technology CoE projects to achieve outcomes in terms of timeliness, projected effort and financial resources, and quality.

Key Deliverables

• Fulfilment of Technology CoE programme initiatives and outcome targets
• Programme budget
• Programme reporting
• Delivery of programme objectives on time, quality and budget
• Dashboard updates

Role Dependencies

• Active support from the Group CTIO, MTNSA CTIO,SM: Digital & IT PM, GM: PMO
• Deep understanding of the MTN Group and MTNSA business strategy
• Understanding of the OpCo technology, business and regulatory context
• Timely decision making and reporting
• Alignment of OpCo and Group strategy initiatives

QUALIFICATIONS

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 4 year tertiary degree
• Relevant Project Management certification (e.g. Prince 2) / PMP
• Preferable - Member of Project Management Institute 
• Fluent in English (French optional)

Experience:

• Minimum 5 years with Managerial level experience 
• Minimum 10 years Project Management experience managing multiple large scale (e.g. enterprise-wide) projects
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organisation
• Experience working in a global/multinational enterprise;

Competencies:

• Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
• Results Achiever, Operationally Astute

Other:

• Regional and international travel

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RESPONSIBILITIES

Task Complexity:

Operational effectiveness

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer relations;

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated calls on a regular basis
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Adopt a proactive approach to prevent problems from arising in the future.

General

• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure continued personal (technical) development.
• Supervisory / Leadership / Managerial Complexity:
• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively to ensure that no potential conflicts arise.
• Develop supportive relationships and encourage a team spirit
• Maintain a customer-centric approach
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs
• Knowledge sharing (complex customer solution and products)

Lateral Dimensions:

• Creativities (improvement/innovation inherent)
• Participation in product development
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious
• Suggests concrete ways to improve productivity, and improve resource utilization
• Establish sound relationships with all stakeholders
• Recommend and implement cost-saving activities where possible
• Evaluate situations and determine the best methods to reach defined outcomes
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements. Apply industry best practices to meet client needs

Vulnerabilities (control span)

• Failure of Telco infrastructure occurring regularly
• Dependency on all providers for all implementations and upgrades of network
• Lack of efficient monitoring systems
• Core network failures
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Non-achievement of turnaround times
• Collaboration: Refers to formal and informal relationships 
• Responsibility towards: 
• Direct reports: None 
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
• Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients 
• Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments
• Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement. 
• Independent thought and Judgment: 
• Resolution methodology of faults 
• Escalation of issues for resolution. 
• Appropriate dissemination and reporting of information 
• Implementation of operational plans Resolution of queries / problems (within parameters set by SLAs and company policy) 
• Enhancing processes and procedures for the department

Authorities:

•  As per level of delegation.

QUALIFICATIONS

Minimum Requirements

Education:

• Matric or equivalent
• CCIP/CCNP working towards CCIE certification
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree advantageous

Experience:

• Minimum 5 years or more ISP experience
• Minimum 5 or more years of CISCO or JUNIPER
• Minimum 5 years customer facing experience
• VOIP experience advantageous
• Security experience advantageous

Training:

• Cisco Network configuration and problem solving
• Juniper Network configuration and problem-solving Network technologies and platforms
• WAN and LAN technologies
• Linux/Unix
• Client Service – methodologies and techniques
• SLAs
• Product and systems training
• CCNA , CCNP , CCSP , CCIE written , JNCIA , JNCIS
• VOIP
• SDWAN
• Facilitation management
• Leadership awareness

Knowledge:

Knowledge across all aspects of ISP business but more essentially on the following technologies:

• MPLS, Routing, Switching, Security (ASA, PIX, ISG, SRX), Telko infrastructures i.e. wireless, Diginet, STM, ATM, Fibre, Broadband, 3G technology and Metro Ethernet
• Routing and switching (Juniper/Huawei/Cisco)
• VOIP
• SDWAN
• Firewalls
• Internal policies and procedures
• Business Processes
• Corporate IT technologies, environments and demands
• Service provider environment
• Understanding of e-commerce and process and Project Management Methodology

Skills / physical competencies:

• Networking skills
• VOIP
• Security
• SDWAN
• Communication skills
• Diplomacy and resilience
• Basic Network Design
• Planning skills – plan, prioritise, resource allocation and deliver on time
• Technical / professional excellence
• Relationship building
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Ability to control and direct to maximise performance of others and arrange logistics
• Problem solving skills
• Conflict management skills
• Time management skills (specifically the ability to prioritise)

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Key Deliverables;

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer Relations;

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated  calls on a regular basis 
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure all queries are attended to and resolved within agreed SLA’s.
• Ensure that client specifications are met and that the client is satisfied with the end service 
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement 

• Put feedback systems in place to improve and adapt services to changing demands
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data
• Get first-hand client information and use it for improvements in customer services and support

Supervisory / Leadership / Managerial Complexity 

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively to ensure that no potential conflicts arise. 
• Develop supportive relationships and encourage a team spirit
• Maintain a customer-centric approach
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs
• Knowledge sharing (complex customer solution and products)

Creativities (improvement/innovation inherent) 

• Participation in product development 
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious 
• Suggests concrete ways to improve productivity, and improve resource utilization
• Establish sound relationships with all stakeholders
• Recommend and implement cost-saving activities where possible
• Evaluate situations and determine the best methods to reach defined outcomes
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements. Apply industry best practices to meet client needs

Vulnerabilities (control span) 

• Failure of Telco infrastructure occurring regularly
• Dependency on all providers for all implementations and upgrades of network
• Lack of efficient monitoring systems 
• Core network failures 
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Non-achievement of turnaround times

Responsibility towards:   

• Direct reports: None
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
• Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Job Requirements (Education, Experience and Competencies)

Education: 

• Matric or equivalent 
• 3 year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or related
• CCIP/CCNP working towards CCIE certification 
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree  advantageous

Experience:

• Minimum 5 years ISP experience in similar role 
• Minimum 5 years CISCO or JUNIPER experience 
• Minimum 3 years customer facing experience 
• VOIP experience advantageous
• Security experience advantageous

Training:

• Cisco Network configuration and problem solving
• WAN and LAN technologies
• Linux/Unix 
• Client Service – methodologies and techniques
• SLAs
• Product and systems training
• CCNA, CCNP, CCSP, CCIE written, JNCIA, JNCIS
• VoIP
• BroadWorks certification
• Session Border Controller configuration experience
• Hosted Contact Centre configuration experience
• Facilitation management 
• Leadership awareness 

Competencies:

• Head - Big Picture Focus (10)
• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

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RESPONSIBILITIES

Key Performance Areas:

Key Tasks;

• Ensure all team members are aligned in the online data collection requirement and POPI compliance.
• Develop, implement, track and optimize online marketing campaigns across all digital channels
• Oversee online lead management process and maximised online platforms to generate leads
• Achieve sales & revenue targets annually for the online channel.
• Use analytics and data to support recommendations for more online campaigns.
• Track online conversion rates and recommend improvements
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Brainstorm new and creative online growth strategies (Innovation)
• Collaborate with internal teams (Commercial) to create online journeys and optimize user experience.
• Instrument conversion points and optimize user funnels
• Implement online marketing tools and strategies and be able to lead integrated digital marketing campaigns from concept to execution.
• Utilize strong analytical ability to evaluate end-to-end online customer experience across multiple channels and customer touch points.
• Prepare accurate reports on our marketing campaign’s overall performance.
• Plans and executes all web, SEO/SEM, database marketing, email, social media, and display advertising campaigns
• Completes digital marketing department operational requirements by scheduling and assigning employees and following up on work results.
• Creating and implementing regular online campaigns. Collect email addresses using a wide variety of means and customer information. These information to be used in email blasts of their online campaigns.
• Develops digital marketing teams by providing information, educational opportunities, and experiential growth opportunities.
• Develop agreed plans for all accounts and utilise these both with the regional sales team, Partners and channels.
• Provide input into overall online Strategy.
• Achieve all online growth targets in line with EBU growth plans
• Actively and strategically targeting new business acquisitions through Online Channel
• Opportunity Management through developing online channel campaigns 
• Provide input into operational and promotional planning which will ensure revenue growth within online channel.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Implement Revenue generating initiatives for acquisition and retention for Online Channel

Customer Satisfaction

• Ensure delivery on customer specific strategies across online channel
• Ensure effective delivery for excellent customer experience in online channel
• Oversee the establishment of SLA’s with customers.  Manage the output. and ensure reporting on delivery and sustainability through the SLA Management and SLA reporting functions respectively across online channel.
• Put contingency plans in place to prevent delays and enhance the customer experience for online channel
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to online customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery

Reporting 

• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS and Finance

Account management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s Brand presence continuously by increasing MTN influence within online space.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on Partner account performance as required.
• Monitor growth opportunities through competitor activity scanning and feedback to business.
• Recommend ways to exploit new opportunities to grow the business further.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Focus on providing exceptional Customer Experience
• Ensure all escalated customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.
• Ensuring Appropriate Governance and Quality control Measures
• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management
• Allocate the right customers to the right staff
• Motivate staff through innovative into action.
• Build brand credibility.
• Build future business plans.
• Reckoning innovative solutions to enhance sales.
• Make continuous improvements system, process and procedures level. 
• Identified innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact on the results.
• Implement cost saving activities
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with EBU
• Streamline the channel in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Utilise business intelligence to identify trends and risks for MTN

Leadership and Direction

• Lead the definition and sizing of target market, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory / Leadership / Managerial Tasks:  

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the Team KPAs and KPIs that will be cascaded to each member
• Performance management and identification of training needs
• Drive a culture that embraces and lives the MTN brand values, and ensures compliance across the channel
• Accountable for a customer centric culture and shift to legendary service provision
• Build talent by identifying and developing new leaders for the respective environment
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Integrate various activities of division 
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Build and enforce a customer centric approach 
• Build employee relations and collaborative teamwork 
• Live the MTN Brand – change and influence employees’ behaviour

QUALIFICATIONS
Education:

• Minimum of 3-year tertiary Education (Sales / Financial /Marketing / Communication)

Experience:

• Manager track record of 5 years or more managing; with at least 3 years in relevant sector/ industry 
• 3 Years in Retail Channel 
• At least 5 years Sales experience in managing sales team and developing channels (e.g. Sales Manager, consulting) and exposure to national and international trends and strategy.
• At least 5 years of leadership experience in Sales Manager position, in fast moving technology intensive industries
• Business planning experience 
• Worked across diverse cultures and geographies advantageous.
• 3 Years proven experience in building channels and developing channels strategies preferably Retail Channels.

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RESPONSIBILITIES

Key Performance Areas:

Core Focus:

• Identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking
• Work with key business stakeholders and ‘LEAN champions’, to build a continuous improvement environment to support an ongoing programme of change
• Lead and facilitate LEAN/process improvement based workshops to drive ideas and solutions
• Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working (through organic process improvements or digital innovation)
• Identify trends and process variations as part of establishing a continuous improvement monitoring system
• Assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy
• Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls
• Elicit requirements and drive process change using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis
• Work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements
• Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance
• Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times
• Manage a portfolio of projects that run across domains to drive the efficiency / digital innovation outcomes
• Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects
• Manage the Process Engineering / Business Analyst / Optimisation Specialist team
• Lead and oversee the work and production of deliverables by the Process team
• Manage the appraisal process for the Process team
• Manage the performance of the Process team against defined expectations and measures
• Manage the career development of the Process team by giving ongoing performance and developmental feedback

Report on team performance;

• Measurement & Optimisation
• Define & implement end to end process measurements 
• Provide reporting on selected end to end processes
• Define process improvement plans & implement, measure & report
• Collate inputs from benchmark analysis and integrate those findings into business process design

QUALIFICATIONS

Job Requirements

Education:

• Minimum of 5-year degree in relevant discipline, e.g. Information Technology, Engineering, Computer Science 
• Fluent in English

Experience:

• Minimum of 8 years’ experience –
• Background with both ICT and Mobile operations / process improvements (essential)
• Proven experience in a continuous improvement analytical environment is essential (lean / six sigma / value stream mapping) 
• Proven experience of delivering on process reengineering projects (which includes 1 or more digital based solution eg. RPA)
• Past experience in applying customer experience principles / design thinking approaches.
• Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, and PowerPoint 
• Experience using Agile methodology
• Working in software or systems development
• Experience in supervising/managing others
• Working in a medium - to - large organization
• Experience in a telecommunications ICT environment 
• Working knowledge on Siebel environment (advantageous)

Knowledge;

• Business process architecture, analysis, engineering and modelling 
• Process repository modelling tools e.g. ARIS, Casewise, Rational Tools.
• Quality standards ISO9k, Six Sigma, CMMi, 
• Leading practice process and operational frameworks: e-TOM, SCOR, DCOR, CMAT
• Process simulation 
• Enterprise Architecture Frameworks: Zachman, TOGAF, NGOSS  
• Technical design principles (e.g. SOA)
• Programme and project management methodology and frameworks (PMBOK or PRINCE2)
• Agile methodology and frameworks (Scrum, Kanban, Lean, Scaling)
• The software development life cycle
• Product development
• Systems development
• Resource management
• Financial modelling