Coordinator - Enterprise Sales Co-ordinator.Technology Information at MTN

Job Description
Mission/ Core purpose of the Job

• To effectively and efficiently manage ICT customer order delivery. Adhere to implementation process from order receipt through to order completion and service provisioning. Strong emphasis on the delivery of superior levels of customer service. To ensure that implementation costs are within defined solution parameters and that revenues are realised.

Context (Global influences, environmental / industry demands, organisational mission etc.)

• Brand strength and profitability in the segment in line with the monolithic brand
• Highly competitive market with increasing competition
• Converged ICT, Mobile, Fixed, Voice, Data
• Rapidly moving technological field
• Ongoing research and knowledge acquisition
• Global and local market dynamics and development
• Client and technology demand and growth trends
• Trends within the industry as being experienced and embraced Internationally and locally
• Established market base and new markets to be explored
• Changes in Clients and organizations needs and behaviour
• Shift in area of revenue generation and changing business models
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks

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

• 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 

Job Requirements (Education, Experience and Competencies)
Education: 

• Matric plus
• 3 year Degree or 2 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