MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Through ou...
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Responsibilities
Key Performance Areas
- Home Operational Excellence
- Lead the design and rollout of Home Operational Excellence frameworks across FTTH and FWA journeys.
- Own journey-level standards, KPIs, and playbooks across:
- Order-to-install
- Install-to-activate
- Fault-to-resolution
- Billing & care
- Retention & save
- Institutionalise root cause analysis, corrective actions, and preventive controls to reduce repeat issues and chronic failures.
- Drive cost-to-serve optimisation through productivity, automation, and partner performance management.
- Service Fulfilment & Assurance Excellence
Define and embed Group standards for:
- Time-to-install
- First-time-right installation
- Field visit productivity
- SLA adherence
- Work with Technology and OpCos to improve fault diagnostics, triaging, and resolution cycles.
- Support optimisation of field force models, contractors, OEMs, and managed service partners.
- OpCo Execution & Enablement
- Act as a hands-on execution partner to OpCos:
- Conduct operational maturity assessments
- Identify gaps and prioritised interventions
- Support pilots, fixes, and scaled rollouts
- Translate Group standards into practical OpCo execution plans, respecting local realities.
- Coach OpCo teams on Home-specific operational best practices.
- Performance Management & Governance
- Design and maintain Home Customer Operations dashboards tracking:
- Installation performance
- Assurance KPIs
- Churn drivers
- Customer complaints & escalations
- Run structured performance review cadences with OpCos.
- Surface risks, underperformance, and improvement opportunities with clear action plans.
- Digital Enablement & Automation
Partner with Technology teams to:
- Digitise Home journeys
- Improve CRM, ticketing, and field service workflows
- Enable self-care and proactive service
- Support deployment of automation, analytics, and AI-led use cases to improve speed, quality, and predictability.
- Knowledge Management & Capability Building
- Build and curate a Group Home Operations Playbook (standards, tools, templates).
- Create a Home Operations Knowledge Hub to share best practices across markets.
- Support capability uplift across OpCos through training, clinics, and structured interventions.
Customer Experience & Service Delivery
- Design, implement, and continuously optimize end-to-end customer journeys across sales, activation, billing, care, and retention touchpoints.
- Monitor customer satisfaction (CSAT), Net Promoter Score (NPS), churn, and service quality KPIs to drive improvements.
- Leverage data insights, feedback, and benchmarking to anticipate customer needs and implement proactive interventions.
Business Enablement & Performance
- Define, cascade, and monitor customer operations KPIs across OpCos.
- Provide market and competitor insights on customer experience benchmarks to inform business decisions.
- Identify risks, deviations, and opportunities for optimization, ensuring corrective measures are implemented.
Project & Programme Management
- Provide oversight and coordination of customer operations projects and service delivery initiatives across OpCos.
- Ensure effective planning, execution, and tracking of projects aimed at improving customer experience.
- Drive the adoption of digital tools, automation, and omnichannel capabilities to enhance efficiency and service quality.
- Continuous Improvement & Knowledge Management
- Establish a “Customer Excellence Hub” to share best practices, lessons learned, and customer-centric innovations across OpCos.
- Foster a culture of continuous improvement and innovation in customer service processes, technologies, and delivery models.
- Enable capacity-building programs to strengthen customer operations capabilities across OpCos.
- Stakeholder Management & Communication
- Build and manage strong relationships with internal stakeholders (Group, OpCo teams, support functions) and external stakeholders (suppliers, partners, regulators).
- Function as a customer operations subject matter expert, supporting board packs, Exco reviews, and performance updates.
- Develop and manage key communications and announcements relating to customer operations and service delivery.
Collaboration
Key Internal Stakeholders:
- GM: Customer Operations (Group Home)
- Group and OpCo Home Broadband Teams.
- Group Executive Leadership.
- Technology, Finance, Risk & Compliance, HR.
- Key External Stakeholders:
- Regulators.
- Industry bodies.
- Key suppliers and vendors.
- Strategic partners
Qualifications
Education:
- Minimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
- Postgraduate qualification (MBA/Masters) advantageous.
Experience:
- 6–9 years of relevant experience in telecom, broadband customer operations, service delivery, or customer experience management.
- Minimum 5 years’ experience in telecommunications, broadband, or ICT industry.
- Strong hands-on exposure to FTTH and/or FWA service delivery
Proven experience in:
- Install & assurance operations
- Field force / partner management
- Operational excellence or transformation programmes
- Experience working across multi-country or matrix environments
- Exposure to African or emerging markets preferred.
Core Competencies:
- Home Broadband Operations Expertise – strong understanding of home operations across installation, assurance, and customer care.
- Operational Excellence Practitioner – proven ability to drive journey-based improvements through standards and KPI discipline.
- Customer Champion & Experience Builder – ability to design and implement gold-standard customer journeys.
- Decisive Problem Solver & Innovative Value Creator – strong ability to resolve operational challenges and introduce best practices.
- Operationally Astute & Results Achiever – ensures delivery of high-quality service within set targets.
- Strong Leadership & Influence – ability to drive change & collaboration across OpCos.
- Analytical & Strategic Thinker – ability to use data and insights for decision-making.
- Resilience & Agility – able to operate effectively in a fast-paced, high-pressure environment.
Skills:
- Customer Journey Mapping & Design
- Customer Experience (CX) Management
- Service Delivery & Process Optimization
- Project & Program Management
- Performance Management & Reporting
- Strong communication, negotiation, and presentation skills
Apply Before 02/20/2026, 10:59 PM
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Job Description
- To lead the CS Operations Infrastructure by managing the TCOE Service
- Operations Centre, ensuring robust infrastructure planning, performance optimization, and alignment of technology with business needs to deliver worldclass service standards.
- Infrastructure Planning and Optimization: Integrate benchmarks, trends, and tools into infrastructure planning to enhance service quality and ensure alignment with business requirements.
- Performance Tracking and Reporting: Develop frameworks for monitoring infrastructure performance against service levels, addressing performance issues, and driving continuous improvement.
- Incident Management: Establish effective incident management processes to maintain service levels, focusing on quick resolution and minimal impact on operations.
- Technology Alignment: Provide strategic input on infrastructure upgrades and technology changes to support business objectives.
- Documentation and Continuity: Ensure all infrastructure-related documentation is detailed, up-to-date, and supports operational continuity.
- Continuous Improvement: Drive a culture of continuous improvement in infrastructure management, ensuring the team adapts to new technologies and best practices.
Responsibilities
Operational Excellence
- Accountable for the management of TCOE Service Operations Centre.
- Manages the Service Management Officers, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
- Manage the development of framework for managing, tracking, and reporting on Team performance against agreed service levels.
- Engage with process owners responsible for analysing problems and define solutions which will align with all global processes.
- Ensure the correct incident management processes are defined to cater for customer service levels to be maintained.
- Ensure the correct benchmarks, technological trends and tools are incorporated into infrastructure planning to provide a world class service standard.
- Required to input on technology changes to ensure alignment with business requirements.
- Ensure end-to-end performance and track/report on performance problems and improvements.
- Develop and continuously improve effective troubleshooting procedures and practices.
- Ensure that team keeps all documentation sufficiently detailed and up to date to ensure business continuity.
- Drive a continuously improving environment
Vendor Management
- Assess assurance risk and provide recommendations for vendor management
- Define, review and improve vendor related processes
Communication and co-ordination
- Develop and grow long term relationships with key vendors, MTN Business and Wholesale stakeholders as well as the Digital team
- Interface with other areas of the MTN Business for effective customer support
- Escalate risks and issues to the senior management within the technology function
Financial Management
- Participates in the annual budget process for expenses, personnel, and training and works with SM Officers to facilitate adherence and compliance with established policy and procedure
- Supervisory / Leadership / Managerial Complexity
- Achieve objectives through promoting interaction, cohesion, and synergy (teamwork)
- Recruit, develop and retain people with outstanding skills, qualifications, and potential
- Define the departmental KPAs and KPIs
- Performance management and identification of training needs
- Employee relations and collaborative teamwork
- Manage Employment Equity and diversity
- Coaching and guidance of subordinates
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively
- Living the MTN Brand – changing and influence employee’s behavior
Qualifications
Education
- 3-year tertiary qualification/ degree (Commercial/ Technical) in related field
- Relevant certification/ additional requirements advantageous
Experience
- Minimum of 5 years’ experience in incident and problem management
- Prior professional services / consulting background
- Worked across diverse cultures and geographies advantageous
- Experience in global/multinational enterprise, coupled with working in emerging markets
- Proven track record of business improvement and strategy development
Skills
- Security and Vulnerability management
- Disaster recovery & business continuity
- Server Operating Systems, DNS, DHCP, IPAM
- TACACS+ and access control
- UCC, Cloud, Security IoT, and Network Planning
Apply Before 02/28/2026
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Job Description
- The Head of IoT Solutions is responsible for end-to-end oversight and delivery of solutions, focusing on commercial success, innovation, and the customer experience.
This role combines leadership of the below functions into a unified practice aimed at optimizing margins, speeding time-to-market, and enhancing solution maturity:
- Product Management
- Pre-sales and Architecture
- Engineering/ Platform
- Delivery Functions
- Alliances
- Go-to-market
- The role holds accountability for the assigned business solution/s driving profitability, ensuring operational excellence, and managing a full P&L across the business line.
Responsibilities
Strategy Development
- Lead the development and execution of end-to-end comprehensive Solutions within Business Line (BL) area in alignment with the broader Business Line and MTN organizational goals, focusing on innovation, time-to-market improvements, and continuous enhancement of solutions. The strategy should ensure future readiness of the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
- Drive the growth strategy for business line solution/s and commit to sales targets to realise aspirations in alignment with overall Business Line sales teams and Leadership. Provide input into overall Business line strategy.
- Lead solution-specific annual plans in harmony with the overarching business line objectives and strategy.
- Lead the efficient implementation of the solution-specific strategy within the team and business line by providing guidance and cutting-edge methodologies, frameworks, models, and roadmaps.
- Continually assess the needs of customers, emerging market trends and competitive opportunities in defining and evolving the Strategy.
Business Line Solution Leadership (End-to-End)
- Lead a multi-functional, unified team comprised of pre-sales, product management, engineering and delivery to spearhead the development and profitability of innovative new solution development and enhancements to existing products (if applicable) and solutions. This includes:
- Lead and oversee pre-sales activities to support business development efforts, working closely with sales teams to understand customer needs and ensure that proposed solutions meet technical and business requirements.
- Build and maintain strong pre-sales capabilities within the business line, developing frameworks and training programs that empower pre-sales teams to deliver effective solutions tailored to client needs.
- Collaborate with and provide direction to the Product, Engineering/ Platform teams to ensure each solution aligns with the overall business strategy and meets customer demands.
- Drive continuous improvement and innovation within the solution development process to accelerate time-to-market, enhance solution maturity, and ensure scalability.
- Ensure that every solution contributes positively to the bottom line, balancing innovation with financial sustainability.
- Lead cross-functional delivery teams, ensuring that all stakeholders (engineering, product management, platform teams, technical pre-sales, and customer support) are aligned and working toward shared delivery goals.
- Prioritize customer satisfaction in every stage of the delivery process by ensuring that solutions are delivered in line with customer expectations, contractual obligations, and service level agreements (SLAs).
- Establish and maintain robust feedback loops with customers, using delivery performance as a way to build stronger customer relationships and drive future sales.
- Ensure the delivery team adopts a customer-centric mindset, with regular check-ins and clear communication to address customer needs, resolve issues, and maintain high levels of satisfaction.
- Provide input into all performance metrics across area of responsibility to ensure optimum performance and monitor these consistently in order to identify improvement opportunities. Highlight significant deviations from defined performance targets and metrics and consolidate recovery plans, ensuring proactive management of issues and risks.
- Build and maintain strong relationships with key stakeholders both internally and externally, ensuring alignment on business objectives and fostering a customer-centric approach across the business line.
Business Operations Leadership
- Develop and design area’s Service Level Agreements (SLA’s) to ensure that contractual agreements are met for clients and all parties involved.
- Engage and lead the partnerships between BAU functions and outside partners to help develop products and initiatives, based on synergies that may exist between across portfolio function/ products
- Establish and implement an integrated project management model by understanding all aspects of project management, in turn delivering complete and comprehensive projects.
- Manage and oversee project documents, including all SLA’s and project scopes, to ensure fair and realistic standards have been set, along with appropriate deadlines.
- Identify areas within functional business processes for potential automation, by overseeing the function (including Presales, Products and Solutions) and optimising functionality throughout the function.
- Develop business processes and serve as subject-matter expert for process improvements, as they are built to scale by development teams.
- Oversee multiple functional units within across area of responsibility, by engaging with leaders and teams, ensuring consistency and optimal performance on all aspects of outputs.
- Oversee, review and approve the preparation and submission of all key functional reports required ensuring accuracy, timeliness, and strategic alignment.
- Continuously manage and review the performance and deliverables of direct and indirect reports to ensure that the goals and objectives are achieved. Ensure service delivery excellence at all times within area of responsibility.
- Work with marketing function and team to develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
- Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies, and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models
Financial Management/ Budget and Cost Control
- Enhance ROI by leveraging and developing future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
- Collaborate closely with the Business Line leadership and account teams to devise annual budgets and sales targets.
- Manage the budget by taking full responsibility for the overall Profit and Loss (P&L) of assigned solution/s and strive to deliver a comprehensive financial forecast with defined bi-annual, annual and multi-year milestones, focusing on cost optimization, revenue growth, and margin improvement.
- Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
- Identify areas for cost-saving in delivery without compromising quality, ensuring that each solution is commercially viable and contributes positively to the business line’s P&L.
- Prepare regular financial reports and presentations for senior management and other key stakeholders
- Ensure Vendor & IT and other costs are effectively managed.
Governance, Risk and Reporting
- Develop and supervise the implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations.
- Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
- Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned.
- Implement and enforce stringent quality assurance processes to ensure that delivered solutions meet the highest standards of reliability, security, and performance.
- Ensure delivery of solutions meet predefined quality standards and passing compliance audits without issues.
- Identify and manage partners, and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions.
- Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solution/s products
Continuous Improvement
- Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
- Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
People Leadership /Management
- Set integrated goals and objectives for the team in order to achieve a future-focused, future-fit high-performing organisation.
- Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors.
- Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
- Create and implement personal development plans.
- Define the KPAs and KPIs that will be cascaded down to each area.
- Manage Performance and identify training needs. Coach and guide subordinates.
- Enable and model healthy employee relations and collaborative teamwork.
- Manage diversity, develop, and embed an Employment Equity plan for the business area.
- Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
- Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour.
- Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.
- Development plans in place for all employees
- Employee engagement index
Qualifications
- 3-year degree equivalent / 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
- MBA / Masters Advantageous
Experience
Minimum 10+ years’ experience including:
- Sales & Commercial
- Senior Management experience in a commercial/telecommunications environment
- Worked across diverse cultures and geographies
- Proven track record of successfully launching and managing innovative solutions in a fast-paced environment.
- Proven track record of end-to-end Growth Strategy and P&L Management
- Experience in overseeing cross-functional teams including product development, pre-sales, platform teams, and service delivery, ensuring alignment and collaboration across the entire solution lifecycle.
- Solution-specific experience and knowledge
Apply Before 02/22/2026
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Mission/ Core purpose of the Job
- This role plays a critical part in enabling the implementation the Experience Centres/Stores sales and service strategy across both nonowned and owned stores.
- This Regional role focuses on Execution, Operations, Compliance, and Performance Management at the store level. It acts as an extension of the centre (Channel) team, ensuring that strategy, set by the centre, is effectively implemented in the regions. This role drives store performance through operational excellence, adherence to compliance, and execution of service initiatives.
- With store staff management now centralized under the Manager role, this position will focus assisting in driving sales performance, customer engagement, and market optimisation. It will also introduce a stronger level of independence in evaluating store sales effectiveness without
direct operational oversight.
Responsibilities
Key Activities & Responsibilities
Strategy Execution and Input
- Execute store sales and service strategy (defined by the centre) across the MTN stores and significantly contribute to achieving the revenue targets by monitoring and driving store performance and ensuring KPIs are met.
- Provide valuable input and feedback to manager regarding Postpaid sales through on-the-ground observations and insights into customer needs. This may include working closely with the Dealer Sales Manager and Postpaid Manager to adapt strategies based on performance trends and competitive positioning.
- Provide input into the long-term plan (1-2 years) for the MTN Shops in the region.
- Leverage market insights and customer data to drive targeted postpaid sales initiatives.
Sales Growth & Performance Optimisation Execution
- Serve as the primary link between the central team and store operations. Strengthen relationships with dealers and franchise stores to enhance performance.
- Work closely with store supervisors to ensure alignment with strategic goals.
- Provide regional insights on store performance, customer trends, and operational challenges.
- Track and report on Area stores sales performance and works with the Centre and Dealer to address performance gaps.
- Track, monitor and report on prepaid element in BRC.
- Align with regional marketing specialists to ensure effective and relevant POS in stores.
Customer Engagement & Postpaid Experience Enhancement
- Champion postpaid customer experience improvements within the retail space.
- Collaborate with store teams to ensure a seamless and compelling customer journey.
- Monitor and provide feedback on postpaid service delivery, ensuring high satisfaction levels.
- Support and enables (store promotions assistance – sufficient stock) implementation of promotional plans and materials as defined by MTN SA.
- Manages interlocks with the Dealer Sales Managers in the centre for inventory issues, customer complaints resolution, escalations and performance of stores.
- Collaborates with Customer Liaison Officer to ensure effective methods and standards are in place for delivery of Customer Experience as defined by MTN SA.
- Liaise with manager trade communication on discrepancies between Y’ello trader and system.
- Identify operational inefficiencies and drive process enhancements.
- Ensure the seamless integration of new technologies and business practices into store operations.
Collaboration with Store Operations & Compliance
- Communicates and monitors the adherence to MTN Policies, Processes and Procedures (PPP) and CX service levels at the stores.
- Works with dealers and store supervisors on the governance of stores as a subject matter expert, who understands the channel in detail including the store structures and working of stores in similar sectors.
- Work alongside store supervisors to align on sales execution while maintaining operational independence.
- Work with The Centre and Dealer to resolve store issues/ queries and liaise with relevant areas within MTN to escalate issues/ queries within agreed SLA’s.
- Address execution gaps, ensuring smooth store operations and regulatory adherence.
- Works with Postpaid Manager to devise store call cycle as well as call cycle checklist and regularly conducts physical audits of the stores utilizing agreed upon audit list.
- Ensures store standards and processes through compliance and quality checks (conduct internal audits and action non-complaint issues arising).
- Ensure stores are effectively utilizing customer service monitoring tools.
- Provide insights and recommendations on store-level sales performance without direct involvement in daily operations.
- Ensure all BRC store offerings comply with all regulatory and business policies. Connect with stakeholders on any issues and gaps identified, finding resolution thereof.
Insights, Reporting & Continuous Improvement
- Maintain constant feedback loops with Dealer and Dealer Sales Manager in order ensure store performance and excellent service delivery – this may include identifying patterns and trends to be resolved internally, and escalating consolidated findings pertaining to customer requests.
- Keep abreast of and pursue opportunities to increase sales and quality of service provided in collaboration with dealer and Dealer Sales Manager.
- Utilize data analytics to assess sales trends, customer behaviors, and competitive benchmarks.
- Execute on the continuous improvement of systems, processes, and service/product delivery at points of sale (POS).
- Drive continuous improvement in postpaid sales approaches through performance reviews and best practice sharing.
- Drives the improvement opportunities for systems, processes and procedures to drive efficient sales and service levels.
General Governance, Policies and Procedures
- Ensure effective implementation of (and compliance towards) all company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.
People and Culture
- Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
- Manage own performance and identify training needs.
- Enable and model healthy employee relations and collaborative teamwork.
- Manage diversity, develop, and embed an Employment Equity plan for the business area.
- Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management.
- Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour.
Qualifications
Education, Skills and Experience
Education
- Minimum of relevant 3 year Degree /Diploma or related
Experience
At least 3 years experience in a retail operations, sales execution, or business performance role, preferably in the telecommunications or consumer services industry.
- Strong background in store operations management, compliance enforcement, and sales execution.
- Experience in managing dealer or franchise relationships and optimizing store performance.
- Experience working cross-functionally with central teams to execute on-the-ground initiatives effectively.
- Experience in customer engagement and experience management, ensuring high satisfaction and retention in the postpaid segment.
Skills
- Exposure to customer experience measurement tools and performance improvement methodologies.
- Retail Sales Systems & POS
- Product Knowledge
- Process Optimization
- Governance, Risk, and Compliance (GRC) Tools
Apply Before 02/28/2026
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Responsibilities
Mission / Core purpose of the Job
- The Manager Core VAS and Digital Services Architecture is responsible for the design of the various Services Architectures and mapping business requirements to technical requirements and capabilities.
- The Manager will work with the Group Technology and OpCo/PlatformCo Technology teams to deliver Core VAS and Digital Services solutions and maintain an application services portfolio that meets commercial and customer requirements to support the various MTN businesses across Connectivity, Fintech and Digital Infrastructure platform businesses performing his/her duties through effective management of technology.
- The Manager will prioritise Shaping and Safeguarding by working across the Core VAS and Digital Services sub-domains to create and maintain a portfolio of technology roadmaps as well as craft reference architectures and solutions for the Group and influence the correct adoption of the services solutions architectures through oversight, and architectural influence on OpCo/PlatformCo solution architecture. The Manager will also be responsible for shaping MTN’s readiness for services emerging from technologies that are expected to redefine Core Digital Services over the medium to long term time horizons.
- Key success factors for this role include the ability to enable business goals through technology, with a focus on customer experience improvement and satisfaction as well as performance and security requirements, in line with MTN standards, through the development, implementation and maintenance of Core VAS and Digital Services Architectures for the Group and its affiliates.
- Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
- The Manager Core VAS and Digital Services Architecture is responsible for the following key performance areas:
- Understand the external factors, strategy directions, business drivers and macro-economic impact on MTN and interpret this impact into meaningful scenarios and Core VAS and Digital Services architecture solutions.
- Monitor and evaluate competitive offerings that could change the Core VAS and Digital Services domain landscape and ascertain the impact this will have on MTN.
- Identify, evaluate and conduct deep network analyses to detect bottlenecks in the Core VAS and Digital Services domain and solve these using optimisation procedures and new features / solutions to improve customer connectivity and experiences.
- Conduct Core VAS and Digital Services architecture technology performance, optimisation and troubleshooting testing to provide a high-quality experience for the MTN customer.
- Design and deliver customer centric Core VAS and Digital Services technical architecture solutions according to a strategic roadmap, based on what capabilities and functionalities are currently in place, and on what must be developed to reach the future state.
- Define and communicate high level technical and integrated business architecture requirements to inform business use cases.
- Translate the technical architecture into ‘fit for purpose’ business models (capabilities) and requirements.
- Develop the Core VAS and Digital Services architectures (current state and future state) considering the logical grouping of activities.
- Comply and ensure adoption of MTN Governance processes, including active participation and presentations at Architecture Working Committees, Technology Security Governance Committee, Operations and Sourcing Committees, Technology and AI Committee, Finance Committees etc.
- Liaise with and determine appropriateness of vendors or third parties that can create Core VAS and Digital Services revenue generating potential services both within MTN as well as externally to customers; and in order to enhance Core VAS and Digital Services.
- Originate shared value for all Core VAS and Digital Services stakeholders (Technology Peers, Business Units, OpCo’s, PlatformCo's, Customers, Communities, Partners, Governments, Shareholders) through the delivery of Services solutions chiefly using mechanisms in line with the Group mandate of Shaping and Safeguarding.
- Exemplifying Service Architectural Leadership and Custodianship, both Strategic and Tactical across the Core VAS and Digital Services domain.
- Manage, oversee and maintain Core VAS and Digital Services Architecture holistically and make proposed improvements when required across its sub-domains: VAS Messaging Services and Channel Platforms, VAS Voice Services and Channel Platforms, Core Network Services Exposure and NaaS, Location Based Services, SIM Based Services, Self-Service Capabilities, Mobile Application Channels, Content Services, CRBT Services, Multimedia, Entertainment and Streaming Video and Music Services, Gaming and Gamification Services, Mobile Advertising Services, eVertical Services.
- Keep abreast with new trends and technologies to ensure MTN’s Services remain sustainable and provides competitive offerings.
- Ensure the responsible crafting and implementation of AI across the current and evolved Core VAS and Digital Services sub domains.
- Ensure relevant/appropriate cost management, sustainability and security through effective architectures and its subsequent adoption or usage for MTN across technology considerations, for example, Cloud, APIs, AI etc.
- Design, specify and select solutions, considering functionality, service OKRs and KPIs, data, security, integration, infrastructure, deployment, analytics, observability, operations, performance, assurance, fraud management, data privacy, risk, legal and regulatory.
- Ensure the performance and security of Core VAS and Digital Services Architecture is aligned to MTN standards and specifications.
- Exposure and engagement on emerging technology domains such as Web3, Blockchain, AR/VR, Digital Currency, service innovation and research on Core Network Evolution, 6G, quantum computing frameworks, advanced cryptography etc.
- Active participation in industry forums (e.g., GSMA, Ethereum Foundation, ITU-T) related to future technology standards.
- Services Innovation Governance establishment through sandbox environments for piloting emerging technologies and contribute to architecture governance processes for disruptive tech adoption across MTN OpCo’s and PlatformCo’s.
Key Deliverables
- Develop and maintain technology roadmaps and reference architectures aligned with MTN’s digital transformation strategy
- Create and maintain technology related processes
- Review and track OpCo technology maturity for Core VAS and Digital Services domain
- Core VAS Digital Services Project Reporting and Project Management
- Create budgets in line with roadmap and technology maturity execution
- Review and Input to OpCo/PlatformCo Solution Architectures
- Review and input to Business Cases for Technology Implications, Coverage and Costs
- Create Scope of Work and Criteria for Sourcing processes
- Review and Input to GFA’s, Contracts, Renewals, Product User Journeys, Processes, Feature Requirements and Data Privacy artefacts
- Define and track KPIs for architecture adoption, project delivery, and customer experience.
- Lead AI/ML and automation initiatives within Core VAS and Digital Services
- Data-informed decision-making within Core VAS and Digital Services.
- Mentor and coach junior architects and cross-functional teams
- Ensure compliance with cybersecurity, data privacy, and sustainability standards
- Foster cross-functional collaboration with Product, Marketing, Legal, Regulatory, Risk, Data Privacy, Revenue Assurance and Fraud Management, Fintech, Digital Infrastructure teams
- Engage with external partners, startups, and industry forums to drive innovation
Role Dependencies
- Active support from the Senior Manager: Core VAS and Digital Services
- Understanding of the Group technology, business and regulatory context
- Timely decision making and reporting
- Legacy integration governance support
- Cross work stream support and alignment especially from relevant Domain Enterprise Architects
- Current knowledge of technology solutions and best practice
- Integrity and quality of legacy integration from Operating Units and programme team
- Positive working relationship with the programme work stream Principals and Leads
- Knowledge of programme streams and KPI’s
- Knowledge of MTN’s Operating Model and Governance
Qualifications
Job Requirements (Education, Experience, Competencies and Behaviours)
Education:
- Minimum 4-year Academic Degree (BSc Eng / B Eng Degree)
- Master’s degree (advantageous)
- Relevant Architecture certification, accreditation, and membership with professional bodies as needed for the role, for example, TOGAF and TM Forum ODAF (advantageous)
- Fluent in English and language of country (preferable)
Experience:
- 5 years of Technology Management experience
- 8-10 years’ total experience in CSP, DSP, TechCo, PlatformCo relevant sector or industry with areas of specialisation comprising minimum:
- 5 years’ Systems Engineering and Planning experience
- 5 years’ experience in Telecommunications Architecture practices and implementation as well as service layer evolutions as defined by 3GPP, ITU-T, ETSI, GSMA
- 5 years’ experience in Enterprise Architecture practices and implementation defined by TOGAF, TM Forum ODAF.
- 5 years’ cumulative experience with Core Telecommunications Stack i.e. Mobile Devices, Radio Access and Core Network signalling and protocol knowledge.
- 5 years’ cumulative experience of IT Digital Stack i.e. Channels, Services and Application layer, Content Delivery and Aggregation, Service Integration and Enablement, BSS capabilities including Product and Order Provisioning and Orchestrations, Subscriptions Management, CRM, Payments, Charging, Assurance, CVM, Data Lake, Analytics and Reporting knowledge.
- 4 years’ cumulative experience with Cloud, API and AI Services technologies.
- 8+ years’ cumulative Architecture experience for the following Services domains: VAS Messaging Services and Channel Platforms, for example, SMS, USSD, Rich Messaging, CPaaS etc.; VAS Voice Services and Channel Platforms, for example, IVR, Call Completion Services, Voicemail, OBD etc.; Core Network Services Exposure and NaaS; Location Based Services ;SIM Based Services, Self-Service Capabilities; Mobile Application Channels and Services; Content Services; CRBT Services; Multimedia, Entertainment and Streaming Video and Audio Services; Gaming and Gamification Services; Mobile Advertising Services; eVertical Services, for example, eHome, eHealth, eEducation etc.
- Candidate must be highly skilled at communication with excellent stakeholder management and negotiation skills
- Candidate must have worked across diverse cultures and geographies with a proven track record of ccommitment to fostering diverse and inclusive teams
- Candidate must have experience working in a medium-to-large organisation
Competencies:
- Accountable, Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
- Culture and Change Champion, Influencing People Manager, Relationship Builder
- Results Achiever, Operationally Astute, Takes Ownership, Proactive and Inclusive Communication
- Active Listening, Emotional Intelligence, Conflict Resolution, Compassionate Leadership
- Futurist mindset with ability to translate speculative tech into actionable architecture.
- Strong innovation leadership and cross-functional collaboration.
- High adaptability and resilience in ambiguous, fast-evolving environments.
Behaviours:
- Act purposefully by Identifying and solving societal and scalable enterprise level opportunities and challenges through subject matter expertise.
- Instil in your engagements a culture of courage and continuous adaptability (failure and learning) to drive innovation and entrepreneurial thinking so that MTN remains sustainable.
- Deliver things of value with speed through Influencing by building mutual respect, rapport and a sense of camaraderie with key stakeholders.
- Leading self, and others with Knowledge, Care, Change Agency and Backbone for stakeholder empowerment and faster decisioning.
Other:
- Regional and international travel (if required)
Apply Before 02/25/2026
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Responsibilities
Strategy Development and Implementation
- Provide input into Group Fintech technology and transformation strategy in line with overarching business goals
- Working with and in support of Executive PMO and Technology leadership, define and execute the Technical Service Delivery and PMO strategy
- Translate strategic objectives into delivery frameworks, governance models, operating plans, and execution roadmaps
- Ensure consistent cascading and adoption of delivery standards across Group Fintech and Opcos
- Continuously review and evolve the delivery strategy to align with changing business, technology, and regulatory landscapes
Operational Delivery
Functional Leadership
- As the functional leader of Technical Service Delivery, the role is accountable to:
- Establish, monitor, and align the direction, standards, and outcomes of the Technology PMO and delivery ecosystem
- Drive an integrated, disciplined delivery approach across programmes, platforms, and markets
- Measure and demonstrate the value and impact of technology delivery to Group Fintech
- Embed a culture of accountability, continuous improvement, and delivery excellence
Demand Management & Portfolio Control
- Design and implement a structured demand management framework for intake, prioritisation, sequencing, and capacity planning
- Maintain a consolidated view of the technology delivery portfolio across Group Fintech
- Ensure alignment between strategic priorities, funding availability, resource capacity, and OpCo readiness
Delivery Governance & Assurance
- Define and enforce delivery governance standards, stage gates, quality controls, and compliance checkpoints
- Ensure consistent application of Agile, hybrid, and waterfall methodologies where appropriate
- Provide independent assurance on scope, timelines, dependencies, risks, and benefits realisation
- Intervene and drive corrective actions on under-performing programmes
Portfolio Reporting & Executive Visibility
- Establish executive-level dashboards and reporting mechanisms to track programme health, KPIs, milestones, risks, and financial performance
- Provide regular and ad-hoc reporting to Group Fintech leadership, ExCo, and governance forums
- Enable data-driven decision making through predictive indicators and trend analysis
Process Design, Tools & Automation Enablement
- Design and continuously improve PMO processes to support scale, efficiency, and regulatory discipline
- Drive adoption of delivery and PMO tools for demand, portfolio, resource, and financial tracking
- Oversee integration of CI/CD pipelines and automation tools into delivery workflows to enable faster, higher-quality releases
- Align delivery governance with modern engineering and DevOps practices
Budget, Resource & Financial Management
- Develop and manage consolidated programme and initiative budgets
- Monitor cost performance, forecast variances, and funding utilisation
- Optimise resource allocation across internal teams, vendors, and partners
Risk, Issue & Escalation Management
- Proactively identify delivery, dependency, operational, and regulatory risks across the portfolio
- Maintain mitigation plans and manage escalations impacting critical delivery paths
- Ensure timely resolution of issues with potential cost, timeline, or reputational impact
Stakeholder, OpCo & Partner Engagement
- Act as the central coordination point across programme managers, Opcos, vendors, and JV partners
- Ensure alignment between Group-led initiatives and OpCo execution readiness
- Facilitate structured forums to drive transparency, accountability, and delivery alignment
Compliance & Governance Oversight
- Ensure adherence to MTN Group governance frameworks, regulatory requirements, and internal controls
- Support audits, risk reviews, and compliance reporting through structured delivery evidence
- Maintain disciplined documentation, approvals, and traceability across the delivery lifecycle
Governance
- Operational, Tactical and Strategic Meetings
- Participate in and lead strategic delivery governance forums
- Drive enterprise-wide risk mitigation and delivery control mechanisms
- Approve delivery frameworks, methodologies, and tooling standards
- Provide input into funding, prioritisation, and change initiatives
Escalations
- Resolve escalations impacting delivery timelines, cost, quality, or compliance
- Provide guidance on complex cross-functional and multi-market delivery challenges
Tactical
- Review and approve delivery plans, objectives, targets, and budgets
- Review key risks, dependencies, and mitigation actions
- Sign off on tactical changes impacting delivery outcomes
Performance and Reporting
- Define delivery performance standards and KPIs
- Monitor execution against approved plans and transformation objectives
- Identify improvement opportunities and drive corrective actions
- Report periodically to Group Fintech leadership and on an ad-hoc basis as required
Managerial / Supervisory Responsibilities
- Build, lead, and develop a high-performing Technical Service Delivery and PMO team
- Provide role clarity, coaching, mentoring, and career development
- Ensure succession planning and capability uplift across delivery roles
- Foster a culture of collaboration, accountability, and continuous improvement
Experience:
- Minimum 10–12 years relevant experience in large-scale technology delivery environments
- 5+ years in senior programme, PMO, or delivery leadership roles
- Experience delivering multi-market, multi-vendor technology transformations
- Strong exposure to Agile, DevOps, CI/CD, cloud, and digital platforms
- Fintech, financial services, or digital platform experience preferred
Qualifications
Education:
- Minimum of 4-year tertiary degree in Engineering, Information Systems, Business, or related field
- PMP, PgMP, SAFe, or equivalent certification required
- Master’s Degree / MBA advantageous
Apply Before 02/27/2026
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Job Description
- The Senior Manager: Non-Voice Channels operates within the Customer experience Non-Voice Channels Centre of Customer Operations and is responsible for managing operations across social media, Online Channels, and Email functions.
- To provide strategic and operational leadership to MTN Non-Voice Channels Centre with the aim to create a customer centric organisation, thereby enhancing the customer experience through exceptional standards of quality, customer service and specialised support.
- To coordinate and manage the effective and efficient implementation of the strategy, ensuring the provision of appropriate systems, platforms, network availability in response to fluctuating customer needs and varying levels of demand
Responsibilities
Strategic Input
- Define, challenge and implement medium-long-term integrated strategy for the Non-Voice Channels Centre function, ensuring alignment of all activities with the overall sales and service strategies of Customer Operations.
- Provide input into the overall business plan of customer experience and service operations and MTN SA, ensuring that service delivery to customers and markets is competitive and appropriate.
- Contribute towards long-term forecasts and predictions (2-5 years).
- Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary.
- Defend strategic control points on competing services.
- Provide strategic insights into improving customer experiences and journeys
- Lead the team in the following functions with the aim to maintain high standards of service excellence, thereby increasing profitability and promoting corporate image.
Social Media:
- To ensure that all service requests are attended to, as received via Social Media (tweets, posts, pins, videos, forums), as stipulated in SLA’s.
- Monitor and respond to online service complaint platforms e.g. Hello Peter, Twitter, Facebook etc.
Online and Mobile Channel Support:
- Ensure availability of Social Media Dashboard, reflecting data trends and analytics for decision-making.
- User-support available at Online Portal and Website; as well as Mobile Applications.
Email Support:
- Respond to all service requests received via email as stipulated in SLA’s.
Operational Planning
- Align operational targets for Social Media, Online Channels, Email and Complaints functions, to business strategy of the Customer Operations Unit.
- Manage external telecommunications accounts by building, managing and maintaining strong account relationships (through effective verbal and written communication).
- Continuously review systems, processes and procedures used.
- Consider the impact of solutions on other areas of the business, as well as the interdependency of units.
- Drive best practice, continuous improvement and innovation at process and procedure level.
- Initiate and maintain service improvement plans (SIP’s) in line with call centre performance.
- Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals.
- Proactively identify potential areas of risk and put contingency plans in place
Operational Implementation
- Analyse, interpret and report on performance related to the management of Social Media, Online Channels, and Email functions.
- Collaborate with internal resources to ensure execution and delivery of SLA requirements and objectives, communicate and ensure implementation of strategies and plans.
- Schedule and attend monthly review sessions with outsourced partners and report on issues that require Executive involvement.
- Assist with high severity issues or escalate issues where required.
- Facilitate communications, and act as custodian of contracts and agreements between MTN and Outsourced Partners.
- Liaise with supporting departments and functions on issues raised.
- Ensure that the billing process flow smoothly.
Budget Management
- Define and motivate an operational budget for the Non-Voice Channels Centre.
- Forecast, plan, develop and review the operating budgets for Non-Voice Channels Centre, ensuring that it provides MTN with return on investment, and seek approval thereof.
- Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over future planning cycles, taking any known changes in new products or services into consideration.
- Manage, report and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
- Identify areas where money is lost, seek opportunities to reduce expenditure and generate additional revenue.
- Determine initiatives to optimize resources and ensure cost effectiveness by maximising cost/benefit ratios within the scope of unit operations.
- Compile the necessary financial reports for the Digital Command Centre.
Reporting
- Act as main conduit to the GM Customer Service Operations, reporting on performance of the Non-Voice Channels Centre operations.
- Collate review information and reports against Outsourced Partner plans, and report variances.
- Oversee the submission of weekly, monthly, quarterly and annual reports regarding customer metrics and its defined deliverables, including Escalations and turnaround times, integration with other departments, exceptions and SLA requirements.
- Ensure operational and reporting deliverables defined for the Non-Voice Channels Centre are met at all times, or escalated to senior management if necessary.
- Prepare BI/Reporting on operational performance, and provide insights into customer experience trends.
- Report to business and stakeholders on area performance, including the customer-related system efficiencies, the measurement thereof and the impact of poor service on customer loyalty and churn.
- Report periodically on activities, budget compliance, expenses and other aspects of the business as appropriate.
- Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the Organization.
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines.
- Identity 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 influencing processes and systems.
- Analyse Partner Relationships Management workflow and make appropriate recommendations that will positively influence 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.
- Review 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.
Project Management
- Develop and drive the execution of agreed projects.
- Drive the implementation, tracking, monitoring and compliance of Projects.
- Co-ordinate project reporting.
- Risk management (budget, scope, exposure, audits, resources, document control systems etc).
People & Culture Management
- Lead and manage direct reports, working with them to support and improve the customer experience
- Attract, develop and retain appropriate talent
- Create and implement personal development plans
- Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
- Improve the Employee Engagement Index through valuable contributions of the GCA
- Act as an ambassador for the CX team by living the Brand values and vital behaviours
- Make the environment the best place to work
- Manage Employment Equity and diversity
- Coach and guide subordinates
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Display insight into leadership style and how it impacts on performance positively and negatively
Qualifications
Education
- Degree (Information Technology, Information Management, Marketing Management, Business Management)
Experience
- At least 5 years of experience in Product / Information Management in a Contact or Call centre within the telecommunications environment, in a managerial capacity, with exposure to national and international trends and strategy, in a medium to large organisation.
- Beneficial exposure: In telecommunication systems / platforms / social media, product marketing or related.
- At least 2-3 years of leadership experience in similar positions, in fast-moving industries.
- Appropriate level of competence in financial, communication, commercial and operational areas, preferably in a similar environment.
- A strong background in marketing and/or customer service and/or contact centre management.
Apply Before 02/27/2026
Method of Application
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