Senior Manager - Channel Development Operations and Service Assurance Wholesale and Carrier Services at MTN

JOB DESCRIPTION

• To lead the Operations and Service Assurance function responsible for the deployment of all technical solutions for the Wholesale business unit, including complex network infrastructure solutions and Carrier Services solutions and products, in line with the Wholesale business unit strategy and objectives. 
• To lead the Managed Network Services channel development activities, through the development and implementation of the growth strategy for the Base Transceiver Station (BTS) infrastructure in conjunction with the MTN Network Operations Structures of MTN SA, through seeking and acquiring new commercial partnerships to further drive MTN's infrastructure monetisation programme. 

RESPONSIBILITIES

Strategy Development and Strategic input

• Design, challenge and implement the long-term commercial strategy for the Base Transceiver Station (BTS) portfolio, ensuring alignment of all activities undertaken in the unit to the overall Wholesale strategy, whilst achieving alignment with the strategic objectives and requirements of MTN SA. 
• Provide input into the business plan to ensure delivery to key customers and markets, ensuring competitiveness on all elements and coordinated efforts between MTN and its Wholesale business partners. 
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary. 
• Contribute towards long-term forecasts and predictions (2-5 years), analysing trends and highlighting areas of the business that may be developed further. 
• Oversight of the project management framework and strategy to enable product/service delivery on revenue and cost targets, aligned to industry best practice, MTN SA and MTN Group.
• Oversee the project management function for all MNS initiatives related to the BTS portfolio, as well as the implementation of the Operations & Service Assurance function for the Wholesale business unit.
• Interpret strategic plan and formulate strategic deliverables to be executed via the set commercial framework for Wholesale.
• Design complex project plans in conjunction with EPMO to deliver solutions for the Managed Network Services business.
• Development of the Operations & Service Assurance framework and strategy to enable product/service delivery on revenue and cost targets, aligned to industry best practice, MTN SA and MTN Group.
• Oversight over the implementation and continuous improvement of the Operations & Service Assurance function for all MNS initiatives.
• Interpret strategic plan and formulate strategic deliverables. 
• Maintain complex solutions for the Managed Network Services business.
• Develop strategic plans in accordance with the Wholesale expansion strategy for the BTS portfolio. 
• Aggregate and forecast all demand requirements based on business priorities and segment needs for new Wholesale partners.
• Develop prioritisation criteria for new commercial opportunities to ensure quick turnaround of leads to cash generated.
• Define the technology and rollout strategy to support the growth in the BTS portfolio based on business priorities and ROI targets.
• Define monthly, quarterly and yearly rollout plans, budgets and business cases.
• Oversee deployment of the technology infrastructure required to meet yearly targets and expected ROI.
• Provide oversight to ensure timely delivery of new business partnerships and compliance.
• Lead the acquisition of new business partnerships by managing relationships with key stakeholders.
• Ensure new solutions and products are launched in line with business and market requirements.
• Ensure effective training of sales and pre-sales teams according to the yearly business plan.

Operational Planning

• Lead and direct virtual project teams to develop and operate complex Managed Network Services Solutions, including infrastructure sharing, interconnect, roaming and other wholesale solutions. 
• Oversee the development of technical specifications and implementation of new products and complex MNS solutions.
• Define and form the project teams for complex MNS projects dependent on delivery requirements.
• Oversee testing, monitoring and reporting of user acceptance tests of all new and enhanced products and services thereby ensuring quality control with the aim of improving the quality parameters.
• Ensure compliance with business and technology strategies.
• Define the standards and set targets for performance across the sub-division and identify the parameters for measurement of performance.
• Monitor performance against business plans (i.e. business plan tracking) as well as alignment with MTN global strategy and industry best practices.
• Review performance of MNS products and services against forecasts and agreed Key Performance Indicators (KPIs) and review service level agreements where necessary to address any deviations.
• Estimates cost effectiveness, points of risk, opportunities, strengths and weaknesses of solutions.
• Oversee the measurement and management of products and services in light of their performance within market.
• Report to the General Manager: Managed Networks relating to progress made within the sub-function and progress on the delivery of solutions.
• Set profitability objectives and targets for the BTS portfolio and ensure the translation of strategy into action plans. 
• Drive execution of the Operations & Service Assurance function in alignment with operational targets and business strategy and initiate corrective actions where applicable. 
• Ensure execution of initiatives and activities at national and regional level. 
• Liaise with the relevant areas of the business to ensure cross-functional integration, and to ensure delivery of customer experience according to predetermined SLA’s. 
• Consider the long term (1-2 years) implications of actions on the viability of the business from a broader perspective, whilst also considering the impact of solutions on other areas of the business and the interdependency of units. 
• Continuous monitoring of the marketplace and proactively liaise with Strategic Product Development, Network Group and other Sales and Service teams, to adapt plans where relevant. 
• Drive best practice, continuous improvement and innovation at process and procedure level within the Operations & Service Assurance function.

Profitable Growth

• Sign off approval on new initiatives.
• Provide costing models for complex solutions.
• Prepare proposal on change initiatives, SLA policies and procedures.
• Manage and resolve issues that will result in severe time, scope, productivity and cost or resource impact; and resolve and provide guidance to issues escalated.
• Drive major client engagement processes to identify opportunities for the delivery of complex solutions.
• Drive adequate risk mitigation and controls and elicit inputs from relevant parties. 

Exceptional Client Experience

• Ensure the development and rapid delivery of new business partnerships to drive commercial growth within the Wholesale space.
• Work closely with the commercial teams within Wholesale to provide client-relevant solutions.
• Ensure the development of best-in-class products and solutions best-fit to business partner requirements (quality, price, availability, reliability).
• Support all channel development activities from commercial planning to infrastructure deployment.
• Be a custodian for client engagement across the Wholesale business unit.

Culture of Operational Excellence

• Enable the accurate and timely business and performance reporting process through the appropriate systems and tools.
• Oversee the implementation and continuous improvement of the Operations & Service Assurance framework to ensure simple and innovative solutions to meet client needs.
• Ensure processes and procedures are optimised to launch new products and solutions in a high paced changing environment.
• Ensure that a process is in place for seamless handover between all divisions and the products and solutions team.
• Effective budget management and financial reporting for new business opportunities to track spend on new projects and ROI.
• Ensure Capex, Opex and CoS expenditure remains within budget (where applicable). 

Planning and Delivery 

• Lead and direct virtual project teams to develop and operate complex MNS projects, including infrastructure sharing, interconnect, roaming and other wholesale solutions. 
• Define and form the project teams for complex MNS projects dependent on delivery requirements.
• Oversee testing, monitoring and reporting of user acceptance tests of all new and enhanced project management services thereby ensuring quality control with the aim of improving the quality parameters.
• Ensure compliance with business and technology strategies.
• Define the standards and set targets for performance across the sub-division and identify the parameters for measurement of performance.
• Monitor performance against business plans (i.e. business plan tracking) as well as alignment with MTN global strategy and industry best practices.
• Review performance of MNS products and services against forecasts and agreed Key Performance Indicators (KPIs) and review service level agreements.
• Estimate cost effectiveness, points of risk, opportunities, strengths and weaknesses of solutions.
• Oversee the measurement and management of products and services in light of their performance within market.
• Report to the Wholesale business unit heads on progress made within the BTS portfolio and Operations & Service Assurance function with respect to progress on solutions.

People and Culture 

• Lead and direct physical and virtual teams.
• Act as an ambassador and role model for MNS team by living the brand values and vital behaviours.
• Make environment the best place to work.
• Improve the employee engagement index through the GCA by implementing interventions to enhance employee experience of the Wholesale business unit.
• Ensure the attraction, development and retention of talent.
• Build a professional and differentiated relationship with external customers.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability and consequence management.

Governance and Control

• Strictly follow and ensure team compliance of relevant policies and procedures.
• Ensure effective SLA strategies are in place to support the business.
• Implement proper controls and processes to minimise revenue leakage.
• Ensure proper project controls are in place to manage financial and operational risks across the business. 
• Appropriate implementation of DoA.

Financial Management

• Develop and manage the operational budget in line with business objectives.
• Develop and manage project initiative budgets in line with business objectives.
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers.

Stakeholder Management

• Hold strategic meetings, ensure relevant participation and provide guidance and support in the various discussions.
• Manage Executive stakeholder relationships with MNS customers and Technology Providers.
• Ensure relationships with business partners and customers are maintained and contracts are adhered to.
• Identify clear win-win situations with external partners.

Project Delivery

• 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

• 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.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.
• Perform Business Analysis on new business partnerships in line with the set methodology and guidelines.
• Implement approaches to fine tune policies, processes and systems in line with changing work practices.
• Conduct benchmarking with other companies and organisations within and outside the ICT industry to ensure alignment with industry standards and best practices. 
• Develop business cases for initiations proposed by the business. 
• Research and consider best practice, local conditions, trends, as well as competitor activity.

QUALIFICATIONS

Education: (5)

• Minimum of 4-year Commercial and/or Engineering Technology degree 
• MBA or Masters in relevant field of study advantageous
• Fluent in English

Experience: (5)

• Management level track record of 5 years or more; with at least 3 years’ in relevant sector / industry
• Experience working in the design, build and operation of mobile network operator infrastructure.
• Experience in designing solutions of network technologies.
• Worked across diverse cultures and geographies advantageous