Senior Manager: IT – Design & Operations at MTN

Mission/ Core purpose of the Job
The Senior Manager IT – Design & Operations will form a part of a highly-skilled group of IT and management experts responsible for the architectural, operational and delivery of the GlobalConnect global IT infrastructure and support other business units with the deployment and utilization of the assets. The role will be responsible for the worldwide product strategy, portfolio and roadmap/Go-to-market strategy for global managed networks and overall lifecycle management. The position will furthermore be responsible for network and information security across all functions within GlobalConnect

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Senior Manager IT – Design & Operations role will be accountable to achieve the following objectives:

• Leading all operational aspects of design and operations by ensuring stable, robust and scalable operational processes to support delivery models
• Ensure and monitor that processes are in place to pro-actively protect consistent service quality to meet contract expectations through acceptable controls and service procedures in line with agreed upon process and standards.
• Coordinate with the different areas of the company for the procurement, implementation and monitoring of IT Functions, especially with the GCTIO office and closely manage the delivery of products and services with strict financial controls.
• Lead a team of experts and virtual teams around the world that are tasked to identify strategic partners for delivery of new products and services that can be implemented across the GC customer base and to monitor performance delivery on GC IT assets.
• Manage overall product lifecycle for IT solutions and products
• Interface with the wholesale solutioning team in support of large or strategic opportunities, especially in the definition of SLAs to be provided
• Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers
• Produce documentation of service: marketing manuals, annexes to contracts (Service Description, Manual of Operations, Pricing, Terms of Service), training documentation and business presentations.
• Creating and implementing standardized processes within the business unit and improving on existing methodologies, including departmental structures and organizational improvements
• Mentor technical experts and subordinate business units on the wholesale and international fixed connectivity network set-up and requirements
• Coordinate and schedule resources for service requests, within the wholesale team and across GC landscape when required
• Be the key contact for key customers as the design and operations expert and service assurance lead
• Support in the review and management of the customer service requests to ensure all they are correctly prioritized, scheduled and moved through the system as desired
• Set team goals in alignment with MTN GC objectives and assist direct reports in the definition and attainment of individual goals
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective and timely technical solutions to our customers
• Accountable for the GC Network security and Information security systems, solutions and compliance
• Responsibility and accountability for the IT design and operations of the GC billing platforms and operations thereof
• Develop and maintain support procedures and policies

Role Deliverables

• Review and manage the work of the design and operations business unit
• Provide design and operations strategy for GC Executive
• Drive growth and maintain the quality of the services
• International SLA set-up coordination and management
• Tracking and monitoring of end-to-end service delivery and assurance across wholesale and fixed infrastructure service

Role Dependencies

• IT Security, design an operational functions
• Inputs for strategy reports
• Leading design and operations business line

Job Requirements (Education, Experience and Competencies)
Education:

• BA or BS degree (preferably in Engineering or Computer Science) (essential)
• Master’s degree in Engineering or Computer science (desired)

Experience:

• 8+ years in relevant experience in the design and operations space
• 3+ years managerial experience preferably within the international infrastructure wholesales business

Competencies:

• Detailed knowledge on the international telecommunication infrastructure industry in regard to latest industry trends and competitive landscape within the MTN footprint.
• Strong understanding of managed networks.
• Effectively manage processes and solutions to maximize efficient work within the business unit.
• Desire to provide inputs for new product development and management.
• High communication and presentation skills to efficiently manage partners, customers an colleagues within MTN GC business units.
• Strong analytical skills to be able to execute market analysis, competitor landscape reports and customer monitoring.
• Understanding the connectivity infrastructure wholesales landscape with a focus of emerging markets.
• Work proactively across multiple cultures and languages within the MTN footprint countries.
• Strong computer literacy

Other:

• Regional and international travel
• Able to motivate and inspire team members across multiple MTN footprints