General Manager - IT Application Operations Technology Information at MTN

JOB DESCRIPTION
Strategic Planning & Execution

• Develop and implement a comprehensive IT Service Assurance  strategy and framework for MTNSA, aligned with MTN Group  strategy
• Oversee the development and implementation of organisation-wide IT service assurance policies and related recommended guidelines, frameworks, operating procedures, and technical standards
• Collaborate with cross functional business leads to ensure integration of Technology enablement strategy
• Keep abreast of technological advancements and best practice and integrate this thinking into future plans
• Develop and communicate  business plans and ensure budgets are available to achieve agreed plans

Operational Excellence

Develop and drive the long term IT Operations & Delivery Strategy and align with:

• Business objectives and the strategic plans of MTN-SA related departments and MTN Group
• The IT Service Management Strategy and Framework
• The IT Infrastructure Strategy and roadmap

Develop strategic plans and service delivery roadmaps for:

• the implementation and execution of all IT Service Management Support  Functions for MTN IT Operational Delivery
• the implementation of all IT Infrastructure and Operations for MTN IT Hosted Services
• Ensure that the hosted services (Infrastructure, Operations and Applications) comply with agreed Service Levels. Ensure and manage competent infrastructure and support resources to ensure the optimum performance and potential of these resources. Drive efficiencies into the operation to reduce costs without compromising on service levels.
• Accountable for assessing the performance of third party providers through service level measurement and customer satisfaction reporting.
• Advise and contribute to the CIO strategy
• Advise and participate in MTN-SA and MTN Group strategy
• Translating business needs into IT service requirements and initiate projects in partnership with other IT groups
• Ensure that corporate governance is implemented and adhered to within the division
• Driving with MTN business overall customer satisfaction through MTN’s overall service offering.
• Monitoring and managing overall customer satisfaction
• Drive Operations & Delivery projects (BAU, service management, compliance)
• Forecast, plan, develop and review operational capital expenditures (CAPEX) and operational (OPEX) budgets in accordance with MTN SA financial requirements 
• Drive the optimisation of costs associated with implementation and operation of IT Operations & Delivery

Partner & Vendor Management

• Manage relationships with IT service providers and develop and manage detailed SLAs
• Ensure compliance of security standards, frameworks, guidelines and processes with MTNSA Risk & Compliance
• Defining and optimizing partnering strategies for customers and 3rd party vendors;
• Negotiating and selecting Service Management and Infrastructure Delivery support vendor(s)
• Establishing strong working relationships with the IT Technical team, MTN Business Unit customer groups and stakeholders
• Reporting on overall IT Department and 3rd party vendors performance

People Leadership /Management

• Set integrated goals and objectives for the IT Operations team within MTN HR in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• 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
• 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 IT Operations team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour

QUALIFICATIONS
Education

• Degree in  Information Technology/ Computer Science or Engineering
• An MBA or a Masters qualification would be advantageous

Experience

• Minimum 10 years’ experience including:
• Minimum 5 years of Senior Management Experience
• Minimum 5 years in telecommunications industry
• Work across diverse cultures and geographies
• In depth knowledge of  Network management & monitoring
• Track record in  IT Service Assurance
• Good  knowledge of Technological sector and the relevant prevailing legislation
• Good knowledge of technology governance