Senior Manager Technology - Supersonic.Enterprise Management at MTN

JOB DESCRIPTION

To provide strategic and Operational leadership to the Technology Planning (Development), Service Operations and Infrastructure teams in Supersonic. Responsible for developing and driving the strategy and formulating clear deliverables for the portfolio to enable seamless operations that provide a positive customer experience as well as a world class service.

Key Performance Areas: 

Strategic Planning

• Formulate and implement the strategy for the Supersonic Technology and ensure alignment with overall Supersonic Strategy
• Translate strategy into clear deliverables for the portfolio
• Interpret strategic plan and formulate strategic deliverables. 
• Ensure effective monitoring mechanisms to track the implementation of strategy to ensure optimal delivery
• Develop and ensure implementation of a vendor sourcing strategy to manage technical development and delivery of requirements into the production environments
• Develop goals, strategies, and plans needed to meet SLA’s / OLA’s 
• Develop and implement an effective Business Continuity Plan for the portfolio
• Develop and ensure implementation of the Supersonic development, testing, operations and innovation strategies with the focus on automation for a Future Proof Supersonic business.

Operational Excellence

• Responsible for ensuring the ongoing development, implementation and stable operations and availability of services, systems and platforms to meet business requirements
• Translate business expectations into service SLAs and then develop, measure and monitor system SLAs to ensure agreed service levels are met and exceeded with regard to internal and external customer expectations
• Ensure processes and polices are in place with regards to expansions, upgrades and software implementation and are carried out to schedule and agreed quality standards
• Ensure all new systems introduction and replacement of existing systems are carried out to schedule and agreed quality standards 
• Develop the framework for the operational management of products and services including fault management, configuration management, performance management and change management etc. (e.g. Percentage fault resolution expected at first line, second line etc. end to end alarm definition aligned to meet system SLAs translated from service SLA’s )
• Ensure that a process is in place for seamless handover between all divisions, including Business Units
• Ensure accurate and timely business and performance reporting processes
• Direct align and manage optimal deployment of resources to ensure Company targets are met
• Ensure the right service organisation structure to enable better client experience
• Ensure appropriate business predictability across all projects
• Ensure the client-centric tools / systems are implemented, accurate and accessible to all stakeholders
• Continuously develop and recommend internal client service models to align the business performance
• Identify mechanisms to reduce occurrence of service impacting issues & achieve continuous improvement - Pro Active Monitoring, Scripting etc.
• Ensure processes are in place to ensure a quick reaction task force is able to attend to major Supersonic incidents with a view to improving on systems design and stability
• Ensure performance of deliverables is monitored, investigated for performance and functionality issues, and future designs optimized around root causes identified 
• Ensure test systems are a true reflection of the production platforms and are kept up to date
• Work with suppliers to ensure Supersonic network is running optimally and in a financially beneficial way for Supersonic

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 ensure quality work products in production
• Influence and implement aspects of data security policies
• Ensure that critical areas /have an up to date Policy, Process or Procedure in place such that Business risk is managed which also ensures that any ISO certifications can be achieved and maintained 
• Ensure Vendors conform to the contracted SLA’s
• Ensure vendor interaction is managed appropriately through RFP review

Financial Management

• Manage financial modeling of current customer as well as future customers and technologies. 
• Forecast, plan, develop and review budgets and long-range plans in line with Supersonic financial requirements and guidelines
• Ensure departmental budgets (Capex and Opex) are optimised and aligned with business requirements 
• Opex optimization and responsible for cost saving initiatives
• Manage expenditure in line with agreed budget
• Ensure contract governance is in place and administered at all levels 
• Ensure the network budget is optimal

People and Culture

• Lead, develop and coach the Supersonic Technology teams
• Act as an ambassador and role model for Supersonic by living the brand values and vital behaviors
• Make the Supersonic environment the best place to work
• Improve the employee engagement through the GCA
• Ensure the attraction, development and retention of Planning and Engineering talent
• Build a professional and differentiated Planning and Engineering team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Project Delivery

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of operational projects
• Contract management in line with Procurement Policies
• Co-ordinate operational reporting
• Risk management
• Drive automation and innovation 

Business Analysis

• 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. 

QUALIFICATIONS

Education: 

• Minimum of 4-year tertiary qualification in Information Technology/ Related 
• Masters advantageous

Experience:

• At least 5 years of relevant work experience in Information Technology.
• 2-3 years of experience at the Senior Management level in the telecom industry. 
• 5 or more years working experience in managing IT in a large organisation;
• Experience and exposure to ISP business systems 
• Experience or a deep understanding of Fibre network technologies