Senior Manager: Operations Governance and Tools Specialist at MTN

Mission/ Core purpose of the Job
The Senior Manager: Operations Governance & Tools Specialist is responsible for aligning and managing the implementation of standardised tools, procedures and processes across all MTN OPCOs and Managed Service vendors in all Network, IT and Digital areas. This position should provide clear governance model to follow up review meetings and establish escalation hierarchy between Group Technology, OPCOs and Managed Services suppliers. Measures of success include the delivery of documented processes, implemented automated dashboards and reducing conflict between above mentioned stakeholders in Operations domain, integrated blueprints for all toolsets and, standardised service catalogues.

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

• Engage with key internal and external stakeholders to identify governance model, process and tool improvements as well as prioritisation of these improvements, ensuring alignment across the OPCOs and Managed Service suppliers as well as alignment to industry best practice.
• To arrange regular meeting with Managed service supplier with both Network &transmission and IT &Digital Senior managers to ensure we are addressing all related issues, tracking accurately and escalating to high level management on time.
• Lead the request of forecasting new process, procedures and tools via accurate follow ups with other divisions within Group technology to ensure we are considering related operational requirements in advance and prior to launce the services.
• Identify inefficient processes across OPCOs, recommend and implement changes to improve tools adoption and efficiency of the business.
• Ensure that all processes interlocking OpCo and vendors are defined, implemented and monitored for appropriateness.
• Ensure all vendor tools are properly integrated to OpCo ecosystem and adhere to MTN policies (e.g. security).
• Oversee audits and control processes of tools and processes across the business, identify critical outcomes of the audit and address the outcomes appropriately.
• Lead (and when appropriate sponsor) process improvement projects with cross-functional teams to implement changes as required for process and tools improvement initiatives.
• Maintaining accurate documentation, communication and reporting to aide alignment and standardisation with respect to processes & tools across the organisation.
• Oversee the design of communication and training strategies, including identifying the appropriate learning process, timing, execution, as well as deliver on those communication and training strategies when required.
• Facilitate and directly drive critical issue resolution and eliminate roadblocks with respect to processes & tools. Serve as the key escalation point for all critical issues and initiatives.
• Engages with all key internal and external stakeholders to ensure strong working relationships to gain support for strategic operations changes and guarantee we are sharing Operations process and governance model with all other related parties.
• Define and implement governance framework for the implementation and adherence to standardised process, dashboards and tools for internal stakeholders in MTN Group/OPCOs and when required external stakeholders/vendors.
• Continuously manage and measure Managed Services, process and tools performance and incorporate process and tools improvement initiatives within governed and agreed upon timeframes. Drive process improvement initiatives and provide regular and on time recommendations to Managed service vendors to ensure will meet given targets via communication to them and related OPCOs.

Key Deliverables

• Documented processes for all vendor engagements with continues improvements to process catalogue as may be required
• Documented governance model for all vendor review meetings
• Integration blueprints for all toolsets and dashboards
• Standardised service catalogues with continues improvements to catalogue as may be required.

Role Dependencies

• Active support from the GM Managed Operations, SM: Network and Transmission Operations, SM: IT and Digital Operations & Process & Tools Specialist
• Deep understanding of the MTN business strategy
• Understanding of the OPCO technology and business context
• Timely decision making and reporting
• Alignment of OPCO and Group strategy initiatives
• Develop operational processes and controls with continues optimisation in line with Operating Model and Group Operational targets

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum of 4 year tertiary degree (ideally Information Technology, Engineering)
• MBA or Masters advantageous
• Fluent in English and language of country preferable

Experience:

• Minimum track record of 5 years or more as a Manager
• Minimum 3 years as a process and tools specialist in a managed services environment
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organisation

Competencies:

• Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder
• Results Achiever, Operationally Astute

Other:

• Regional and international travel
• Collaboration (Formal and Informal Relationships)

Responsibility towards:

• Key customers: MTN OpCos, Group Technology, PMO, Group Commercial, Group Digital
• Key suppliers: Key Technology Partners, Vendors, Relevant Industry Bodies