Specialist – Vendor Management Technology Information at MTN

RESPONSIBILITIES

Key Performance Areas

• Input into Operational Planning
• Input into the long-term plan (1-2 years) for the Customer Service Operations Processes and procedures 
• Research and consider best practice, local conditions, trends, as well as competitor activity on service operations 
• Contribute towards continuous improvement and innovation at process and procedure level with operations support stakeholders and MTN  vendors 
• Input into identifying ways to fine tune systems and processes in line with changing work practices 
• Owning and improving the Vendor Management Process and Procedures 
• Input into the technical development of New Products and enhancement of Existing Products where applicable

Key Responsibilities 

• Defining the service assurance operating model framework for vendors and SLAs
• Negotiate and ensure conclusion of vendor agreements with SLA Specialist, Legal and Product/Service Owners
• Review vendor contracts with the TFLS stakeholders based on SLA and KPIs and ensure adherence to CEX guidelines
• Define, review and improve vendor related processes 
• Define and develop templates for vendor management and ensure conformance to the set quality standards
• Track and manage vendor performance
• Assess and record vendor related risks and enforce action plans for remediation
• Conducts complex and highly customized analysis to optimize contract and vendor management
• Determine technical capability and create benchmarks in collaboration with technical experts 
• Negotiate, to safeguard MTN’s interests, beneficial service assurance expectations and agree on penalty parameters
• Assist the business in finding ways to improve service levels
• Maintain an inventory list of all services procured by MTN and periodically track consumption thereof 
• Enforce and follow through with service cancellations and/or terminations with the Vendors
• Ensure that Operations teams assign assurance tickets to correct Vendors on internal service management systems
• Escalation point for internal teams regarding Vendor delays and performance.

Reporting 

• Develop and manage a dashboard of all identified problems, their status and other information.  
• Owning the database of Vendor Performance, ensuring the records are updated regularly.
• Identify, track and maintain a Risk register.
• Identify and prepare relevant information and data for reporting purposes 
• Prepare daily, weekly and monthly management reports 
• Make assessments of and draw solutions from qualitative data. 
• Make logical deductions and draw conclusions that can be motivated 
• Reporting is a key element of the role and would need done in a professional and thorough manner

Key Deliverables  

• Track and report on vendor SLA performance on a weekly basis and monthly basis
• Develop and manage a dashboard of all TFLS Vendors Contract and SLA Status 
• Lead SLA performance discussions with vendors on a weekly and monthly basis
• Establish and communicate performance metrics and report requirements to Vendors 
• Ensure vendor meets contractual SLA requirements for ICT (Mean Time To Respond and Repair, Availability etc.)
• Calculate and enforce financial penalties with SLA Specialist and present to Procurement and Budget Holder
• Monitor changes to the vendor’s contract
• Provide input on tenders by providing TFLS MTTR, Availability SLA targets and actuals per Product/Service
• Share relevant information with Vendor SLA Specialist and Procurement
• Take a customer-centric view (internal and external customers)
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant    information 
• Create a procedure to manage contractual disputes between MTN and the supplier
• Track and monitor status for Service Level Agreement validity and drive renewals prior to expiration 
• Implement proper controls and processes to minimise revenue leakage
• Identify, track, and maintain a Risk register for the vendor management function
• Identify processes and procedures where the quality of work may be improved.
• Seek feedback from vendors and business regarding improving on quality and vendor service standards
• Provide necessary input and documentation to internal audit when required

QUALIFICATIONS

Education: 

• Minimum of 3-year tertiary diploma or Relevant certification / IT qualification/certificate such as ITIL and/or Six Sigma Training/Certification would be advantageous. 
• Fluent in English

Experience:

• Minimum 3 years’ experience in Vendor Performance Management within the Telecoms Industry
• Experience working in a medium to large organization. 
• Experience in networking/telecommunication services. 
• Strong problem-solving abilities and expert technical knowledge 
• Experience in business report writing and presentation experience essential.