Specialist - TFLS Third Party and Partner Solutions.Technology Information at MTN

JOB DESCRIPTION

Mission

• To formulate the strategy for 3rd party and partner ICT services (Managed Networks, Cloud, Security, IoT, Unified Communications ICT platforms, applications) and associated business processes to support Enterprise, Digital and Wholesale business unit. Assist the business units to engage customers at executive level to develop customer strategy and business cases for ICT products. Provide strategic input in compiling the end to end fulfilment (FAB) for ICT products.
• Manage and provide oversight for the implementation all 3rd party and partner ICT solutions. Manage the planning and billing for all 3rd Party and partner ICT solutions. Plan, order and track delivery of all.. Ensure suppliers are paid timeously and ensure cost optimization. Facilitate transition agreements between parties when tenders are awarded.
   

RESPONSIBILITIES
Key Performance Areas
Task Complexity:

• 3rd Party and Partner ICT Solution Development
• In-conjunction with the TFLS planning team, develop the ICT strategy for all ICT products (Managed Networks, Cloud, Security, IoT,    Unified Communications)
• Source, develop and manage all 3rd party and Partner solution for ICT such that it complements MTN’s product/solution portfolio.
• Plan, order and track delivery of all 3rd party ICT services (Managed Networks, Cloud, Security, IoT, Unified Communications). 
• Technical management of 3rd party providers to ensure technology roadmap update, new product offerings, technical compliance and    network performance. 
• Manage the Cost of sales budget for all 3rd Party services. Assist finance with the administration of the account. 
• Reconcile 3rd Party monthly account on an ongoing basis – provide monthly reports/stats
• Demand forecasting and managing of all 3rd party services
• Compile monthly management reports of delivery
• Inventory and Asset management of installed base for all services
• Serving as the interface between customer facing entities and the various technical areas for the implementation for new ICT    products.
• Undertake Technical Regulation assessments in order to take solutions to clients
• Develop and continually Optimize the end-to-end process flow to ultimately ensure customer satisfaction
• Gather and analyse product and service requirements from multiple customer facing entities.
• Develop relevant documents as input to technical teams 
• Provide feedback to requestor in the form of consolidated high-level solution documents, costing and timelines.

3rd Party and Partner ICT Relationships 

• Build relationships with internal and external customers. Be a custodian for customer engagement across the business.
• Implement a cross-functional team interfacing across multiple areas e.g.  PMO, IS, Network, Customer Experience, Marketing, Sales,   Product Development, MTN              Business, Wholesale, Regulatory and external parties (e.g. suppliers)
• Build strategic relationships with key stakeholders (Internal/External) by developing a stakeholder strategy
• Partner with relevant internal and external stakeholders to support and improve service delivery
• Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans 
• Work closely with sales team to understand demand of services in the Enterprise and Fixed markets
• Design robust network architectures to ensure high quality of customer experience and high availability of services
• Ensure effective and efficient service escalation processes are in place
• Support aggressive market share programs. 
• Reconcile monthly accounts on an ongoing basis – provide monthly reports. Reconcile penalties due by third parties
• Manage all administration for all third-party orders
• Control all national TFLS records by pursuing outstanding acceptance documents, and capturing data on remedy
• Hand over investigations/ad-hoc reports to TFLS suppliers and follow up on them. 
• Ordering of all service requests (RFQ’s, RFO’s, Relocations, Changes, Cancellations, etc). RFQ’s to be placed within 3 working    days of site release from TFLS planning 
• Managing all third-party feasibilities such that 48-hour turnaround is maintained

New Opportunities and Business case development  

• Develop and manage all new business opportunities that requires 3rd party engagement. Maintain capacity and functionality (and    Business) requirements timeously and ahead of traffic needs for the enterprise network
• Translate core and access leased line design requirements into supplier requirements
• Optimisation of the unified Communication and IoT offerings
• 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

E2E business process development

• Map out the E2E fulfilment, assurance and billing processes for all 3rd party services
• Ensure system integration in the OSS, BSS and NSS
• Create documentation and reports
• SLA management for delivery and support
• Manage all escalations and route caused analysis
• POCs for new technologies
• Responsible for all customer specific solutions.

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

QUALIFICATIONS
Education:

• Matric
• B Tech Degree or National Technical Diploma

Experience:

• Over 5 years in Telecommunications within knowledge and experience in 3rd party and partner management. Ability to set-up and manage partnership agreements. Able to engage procurement, financial, account team and or service management areas.