Senior Manager: Contract Governance and Customer Advisory ICT at MTN

Mission

This role exists to ensure that there is compliance and governance of contracts, service level agreements, accountable for co-ordinating relevant steerco’s within EBU (Enterprise Business Unit) and stakeholders. Responsibility towards revenue growth through robust client retention and satisfaction. This role will be accountable for its own profit and loss statement through commercial compliance. This role will also ensure that EBU relevant frameworks, processes, best practice, system integrators to achieve growth and retention. 

Key Tasks: 

Contracts and Agreements

• Comprehensive understanding of the contracts for clients; and 3rd party contracts), 
• Responsible for meeting deliverables linked to Service Level Agreement’s, Contractual obligations, Governance, Pricing Schedule and Penalties. 
• Identify requirements for contract changes where applicable as the service offering, requirements change throughout the contract lifespan.
• Define contractual obligations between EBU and relevant stakeholders to ensure requirements are met.
• Set up cadence on 3rd party quarterly review services gaps, contractual obligations, irregularities reported and non-compliance issues. 
• Ensure 3rd party contracts match EBU specific requirements in terms of contractual obligations.
• Document Operational, Financial, Contractual requirements.
• Set up and co-ordinate Governance Forums as agreed with client.

Financial Performance

• Management of specific finances impacting on budget and forecast
• Driving cost containment, i.e. Overtime, Ad hoc expenses, Efficiencies etc.(Margin Protection)
• Assist the sales team Identifying sales opportunities to increase revenue growth
• Tracking deviations from financial year budget
• Reviewing third parties costs deviations and cost savings that can be implemented
• Reviewing Ongoing client savings 
• Highlight Financial Risks and Audit issues. 
• Ensure Annual Consumer Price Index increase is applied

Operational

• Manage all service stream documentation (As built, Run Books, Heat maps, Quick reference guides, SOP’s and Knowledge articles etc..
• Accountability and responsibility of the daily service delivery aspects of the contract
• Ensuring that escalations and problem management events are appropriately managed and effectively communicated on
• Managing 3rd party services as part of the overall delivery of services (Vendor Management)
• Ensuring that all daily, weekly, monthly and quarterly service reports are in place, reported on and delivered according to contractual obligations
• Understand the account strategy from a sales perspective and provide input where applicable
• Establish and grow client relationships
• Drive staff retention and development
• Maintain a risk register (Highlighting Operational Risks to client)
• Reduce service churn through optimised service delivery standards
• Manage all service stream documentation, ensuring that all procedural documentation is in place
• Ensure SOP’s (Service Operating Procedures) / Knowledge Articles are created
• Ensure there is an on boarding and off boarding processes in place and adhered to by business. 
• Run War rooms during crisis management or down time failure. 
• Accountable for Service Review Meetings and the Rag statuses. 
• Ensure DD’s strategy is communicated to all Off site staff

Service Delivery

• Managing 3rd parties and services delivered
• Regular meetings with Business on trends improvements and gaps
• Follow up with sales monthly new sales upcoming projects and opportunities
• Service Improvement Plan / Continuous improvement plan
• Ensure Service Management Documentation is up to date
• Contractual and weekly engagement with client, 3rd parties, sales and projects.
• Conduct professional meetings (Good Agenda’s and meeting minutes)

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• 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 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Project Management

• Provide input, assistance and guidance on all projects for new and existing services
• Close the Gap between Operations and Projects. Ensure proper handovers are done. Speak to Project Managers and Norbert
• Project reviews with clients internal external
• Efficiency’s lessons learnt review with client and remediate
• 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 
• Work on projects with regards to tenders and bids

Minimum Requirements:

Education

• Minimum of a 4-year tertiary qualification
• MBA is an advantage 

Experience

• Min 10 years operational experience 
• Experience in Profit and Loss and ability to make strategic business decisions
• Industry relevant client experience preferable in ICT 
• Commercial acumen and experience in financial management
• Governance and Compliance experience