Manager - IT and Digital Operation Assurance at MTN

JOB DESCRIPTION
Core purpose of the Manager:

• IT & Digital Operation Assurance is responsible for assisting in the development, management and assurance of IT, Digital and Financial Services operations. Management and implementing governance of all IT, Digital and Mobile financial services operational matters, across all OPCOs and within all Managed Services vendors. To provide direct assistance with respect to technical support on IT, Digital and Mobile financial services delivery issues across all MTN OPCOs and ensure enhancement and alignment of IT, Digital and Financial Services operations and managed services in line with changing business requirements. Measures of success include the delivery of vendor performance and adherence to service level agreements, MS cost reduction, provided automated operational tools and tests, improved net promoter score and, IT and Digital services quality and performance

RESPONSIBILITIES

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Group’s Technology function must therefore ensure the successful delivery in context of:

• Rapidly changing ICT environment
• The geographic complexity of MTN’s foot print across Africa and the Middle East
• Management of executive and local shareholder expectations across all 22 OpCos
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations
• Enhance MTN position as a leading network and system provider
• Constant dynamics and local challenges in the economic, regulatory and legal environments

Key Performance Areas:

• Core, essential responsibilities / outputs of the position (KPA's)

The Manager: IT and Digital Operation Assurance is responsible for the following:

• Provide input into the development and distribution of standardised IT, Digital and Financial Services operations monitoring procedures for MTN OPCOs.
• Monitor IT, Digital and Financial Services operations to ensure Digital standards are adhered to as per the Service Level Agreements on a continuous basis.
• Manage Vendors to ensure standards and MTN policies are adhered to as per the Service Level Agreements.
• Ensure all required maintenance routines are tracked and performed as per Service Level Agreements.
• Continually monitor and manage (where required) Digital related issues. Facilitate and directly drive critical issue resolution and eliminate roadblocks with respect to Digital Operations. Serve as the first escalation point, at MTN Group, for all critical issues and initiatives.
• Assist in the transition and successful hand over of the new Digital improvement programmes in a timely manner for every OPCO.
• Deliver training to IT, Digital and Mobile Financial Services Operations, operational strategy thereon, program improvements or changes, as required.
• Assist in the facilitation of audits of IT Digital & Mobile Financial Services managed services in accordance with set standards and take ownership of the remediation plan emanating from the audit findings.
• Provide IT, Digital & Mobile Financial services operational service assistance consistently to internal MTN stakeholders and ensure that service levels in relation to operational assistance are met, at the required quality and within the proposed timelines.
• Identify consistently recurring It, Digital & Mobile Financial service problems and themes and provide suggestions for improvement initiatives within Digital operations.
• Drive compliance and governance to the OPCO’s relating to IT, Digital and Financial Services operations and service requirements.

Key Deliverables

• Monitored vendor adherence to Service Level Agreements
• Improved Billing and Services NPS
• Improved IT and Digital Services quality and performance
• Role Dependencies
• Active support from the Group PMO and SM: Digital & IT PM
• Deep understanding of the MTN business strategy
• Understanding of the OPCO technology, business and regulatory context
• Timely decision making and reporting
• Alignment of OPCO and Group strategy initiatives

QUALIFICATIONS
Education:

• Minimum of 3 years tertiary degree (Information Technology or Engineering)
• Fluent in English

Experience:

• Minimum of 5 years’ Digital, IT or Mobile Money operational experience.
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organization, preferably telecommunications or financial services industry

Competencies:

• Conceptual Thinker, Problem Solver, Improvement Driver
• Culture and Change Champion, Supportive People Manager, Relationship Builder
• Results Achiever, Operationally Astute

Other:

• Regional and international travel