Manager: Services and SLA Management at MTN

Mission/ Core purpose of the Job

The Manager Services and SLA Management will form a part of a highly skilled group of technical and management experts who are responsible of the technical overview of the MTN Infraco global fixed connectivity infrastructure as well as to support other business units with the utilization of the assets. The Service and SLA Manager will negotiate Service Level Agreements with both 3rd party and within MTN Group customers and design solutions together with other business units in accordance with the agreed service level targets.

Key Performance Areas

The Manager Services and SLA Management will be accountable to achieve the following objectives:

• Negotiate and agree back-to-back service level agreements with MTN Enterprise Business Units and with the MTN OpCos technology teams
• Negotiate and agree SLA penalties with MTN OpCos
• Negotiates and agrees operational level agreements with 3rd party providers
• Assess the network availability and performance with the OpCo technology teams to define continuous monitoring and improvement of the negotiated SLAs
• Ensure agreed SLAs are being delivered by the MTN Opcos
• Liase with GNOC management team to control network performance and level of SLAs met
• Negotiate and agree service level requirements for any proposed new service
• Analyse and review service performance against the SLAs and OLAs
• Ensure optimal international and local network utilization levels
• Regularly test international and domestic fixed infrastructure assets to ensure QoS
• Develop, manage, and administer service management best practices
• Monitor SLA performance for compliance with organizational needs and requirements
• Facilitate communication among involved MTN Infraco business units and internal and external customers in order to define and maintain the required SLAs
• Manage SLAs and service delivery from 3rd party suppliers within and outside MTN footprint
• Define SLA/OLAs strategic planning and evolution
• Organize and maintain the regular service level review process with the customer and involved MTN Infraco business units to maintain service quality level
• Review outstanding actions from previous reviews and service levels and targets (where necessary)
• Define the appropriate actions to maintain / improve Service Levels
• Define tools and systems required to monitor and maintain service level agreements
• Conduct regular reviews of the entire service level management process and negotiate, agree with and control any amendments necessary
• Act as co-ordination point for any temporary changes to service levels required
• Ensure that appropriate changes are assessed for their impact on service levels
• Carri out the Process Manager responsibilities for the Service Level Management process

Role Deliverables

• Fixed connectivity SLAs agreements across the entire footprint, both international and domestic
• SLA monitoring and management
• SLA negotiation with the MTN OpCos
• Monitor and review the execution of service level a

Job Requirements

Education:

• Minimum 4 Year Academic Degree in (Engineering or Computer Science or Business Administration)
• English, French and Arabic (as advantage)

Experience:

• 5+ years in relevant experience in telecommunications preferably related to SLA management
• Managerial experience preferably within the international infrastructure business

Competencies:

• Alternative processes and solutions
• Innovation to improve value and efficiency
• New product development and management
• Deep understanding of the key trends in the telecoms industry with a focus in fixed infrastructure wholesales
• Strategic and analytical thinking
• Commercial acumen and financial competency
• High negotiation and commercial skills to manage customer negotiations
• Ability to discuss, negotiate with partners and manage agreements
• Strong computer literacy
• Ability to participate in a multi-cultural environment and manage customers` expectation across various MTN footprints

Other:

• Regional and international travel
• Able to motivate and inspire