Jobs at MTN

Mission

This role exists to ensure that there is compliance and governance of contracts, service level agreements, accountable for co-ordinating relevant steerco’s within EBU (Enterprise Business Unit) and stakeholders. Responsibility towards revenue growth through robust client retention and satisfaction. This role will be accountable for its own profit and loss statement through commercial compliance. This role will also ensure that EBU relevant frameworks, processes, best practice, system integrators to achieve growth and retention. 

Key Tasks: 

Contracts and Agreements

• Comprehensive understanding of the contracts for clients; and 3rd party contracts), 
• Responsible for meeting deliverables linked to Service Level Agreement’s, Contractual obligations, Governance, Pricing Schedule and Penalties. 
• Identify requirements for contract changes where applicable as the service offering, requirements change throughout the contract lifespan.
• Define contractual obligations between EBU and relevant stakeholders to ensure requirements are met.
• Set up cadence on 3rd party quarterly review services gaps, contractual obligations, irregularities reported and non-compliance issues. 
• Ensure 3rd party contracts match EBU specific requirements in terms of contractual obligations.
• Document Operational, Financial, Contractual requirements.
• Set up and co-ordinate Governance Forums as agreed with client.

Financial Performance

• Management of specific finances impacting on budget and forecast
• Driving cost containment, i.e. Overtime, Ad hoc expenses, Efficiencies etc.(Margin Protection)
• Assist the sales team Identifying sales opportunities to increase revenue growth
• Tracking deviations from financial year budget
• Reviewing third parties costs deviations and cost savings that can be implemented
• Reviewing Ongoing client savings 
• Highlight Financial Risks and Audit issues. 
• Ensure Annual Consumer Price Index increase is applied

Operational

• Manage all service stream documentation (As built, Run Books, Heat maps, Quick reference guides, SOP’s and Knowledge articles etc..
• Accountability and responsibility of the daily service delivery aspects of the contract
• Ensuring that escalations and problem management events are appropriately managed and effectively communicated on
• Managing 3rd party services as part of the overall delivery of services (Vendor Management)
• Ensuring that all daily, weekly, monthly and quarterly service reports are in place, reported on and delivered according to contractual obligations
• Understand the account strategy from a sales perspective and provide input where applicable
• Establish and grow client relationships
• Drive staff retention and development
• Maintain a risk register (Highlighting Operational Risks to client)
• Reduce service churn through optimised service delivery standards
• Manage all service stream documentation, ensuring that all procedural documentation is in place
• Ensure SOP’s (Service Operating Procedures) / Knowledge Articles are created
• Ensure there is an on boarding and off boarding processes in place and adhered to by business. 
• Run War rooms during crisis management or down time failure. 
• Accountable for Service Review Meetings and the Rag statuses. 
• Ensure DD’s strategy is communicated to all Off site staff

Service Delivery

• Managing 3rd parties and services delivered
• Regular meetings with Business on trends improvements and gaps
• Follow up with sales monthly new sales upcoming projects and opportunities
• Service Improvement Plan / Continuous improvement plan
• Ensure Service Management Documentation is up to date
• Contractual and weekly engagement with client, 3rd parties, sales and projects.
• Conduct professional meetings (Good Agenda’s and meeting minutes)

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

Project Management

• Provide input, assistance and guidance on all projects for new and existing services
• Close the Gap between Operations and Projects. Ensure proper handovers are done. Speak to Project Managers and Norbert
• Project reviews with clients internal external
• Efficiency’s lessons learnt review with client and remediate
• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management 
• Work on projects with regards to tenders and bids

Minimum Requirements:

Education

• Minimum of a 4-year tertiary qualification
• MBA is an advantage 

Experience

• Min 10 years operational experience 
• Experience in Profit and Loss and ability to make strategic business decisions
• Industry relevant client experience preferable in ICT 
• Commercial acumen and experience in financial management
• Governance and Compliance experience

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Mission:
This role exists to ensure that there is fulfilment and assurance functions through vendors and 3rd parties within EBU to ensure effective delivery of ICT requirements in accordance to EBU strategy and client requirements.
The role will create an ecosystem between EBU and procurement, will ensure governance of OEM (Original Equipment Manufactures) and Vendor relationships and enhance the brand in the SA market. The role exists to ensure that EBU has commercially viable and client centric focus through OEMs and Vendor Management further enabling client retention, delivery on profit and loss in line with defined targets and satisfaction in service delivery. Key parameter of this role is to drive the top line of ICT and execute the growth requirements for 3-5 years. 

Key Tasks: 

Operational Governance:

• Establish systems and process to comply with governance requirements
• Develop processes in line with Centres of Excellence and Partnership management teams
• On-board vendors and ensure compliance with processes and way of work
• Provide client service operations teams with vendor products and services:
• Optimize cost based on vendor selection within approved list or catalogue
• Ensure stock is available in warehouse based on forecasts
• Resolve fulfilment and assurance issues through way of work changes
• Achieves business outcomes by optimizing and maximizing the supplier / partner relationship management
• Oversee interface with all teams who are stakeholders or potential stakeholders 
• Handle escalations on non-compliance issues
• Responsible for guiding EBU on best practice and processes.
• Responsible for the implementation of best of class partnership framework and programmes.
• Drive the best of class contracting framework to support partner process
• Enable effective management of EBU lead partnerships through KPI tracking, reporting and engagement
• Initiating the entering into or stopping of specific EBU partnerships (Technology, Channel or Capability)

Strategic Planning and definition:

• Accountable for collating market insights from internal and external sources which should \provide input into the partnerships strategy and roadmap (which will be developed yearly with regular reviews)
• Support EBU strategy development by providing insight from relevant markets, about competitors & partners changes and trends
• In support of strategy development, create target lists of strategic alliance partners, technology partners and channel partners and track developments in their business & environment to identify threats and opportunities
• Responsible for the MTN EBU competitive assessment in relation to other telco operators and continuously evaluate and select partners to meet the desired business objectives.
• Build, drive and deliver an integrated strategy aligned to the Company's mission and vision

Partnerships:

• Oversee the EBU plans and schedules for the implementation of partnership agreements with selected partners
• Identify training and development needs and manage skills enhancement programmes for the partnership area to address knowledge gaps and enrich knowledge repository within the department 
• Establish, Manage and Support commercial relationships with partners
• Report on strategic negotiation progress and performance

Revenue:

• Develop, manage and maintain clear transparency and insight of the competitive and financial performance, cost structure, profitability and future growth potential of EBU Partners (also applicable to selected regional / local OpCo partners)
• Assist Revenue Assurance with fraud management and other revenue assurance initiatives in the partnership environment across the Company

Vendor and SLA Management:

• Align vendor management with the strategic direction of the EBU
• Manage compliance of vendors to contracts and SLAs
• Setup and manage the vendor management team and rollout the required governance and processes to support the function
• Define the way of operation with vendors through the definition of processes, tools and governance (SCM)
• Negotiates and manages commercial relationships throughout contract lifecycle
• Manages and maintains contract management, vendor management and strategic alliances
• Manages contract changes and variations to support the customer lifecycle and growth opportunities
• Manage improvement to ensure efficiencies are in place
• Manage SLA process
• Manage all vendor related processes to ensure compliance with the supply chain processes
• Perform the scorecard assessment based on vendor performance – by reports provided by BI team
• Develop and manage daily, weekly and monthly Vendor score cards and SLA conformance.

Information sharing and reporting:

• Reporting, analysing and evaluating Vendor activities and performance
• Prepare adhoc reports as requested
• Information sharing with internal stakeholders

Customer relations and satisfaction: 

• Liaise with various internal customers on vendor requirements
• Resolve complaints and escalated queries
• Adopt a proactive approach to prevent problems from arising in the future
• Ensure effective delivery for retention and excellent customer experience.
• Oversee the establishment of SLA’s with customers, manage the output and report on delivery and sustainability.
• Align service delivery to Vendor Management 
• Adopt a proactive approach to prevent problems from arising in the future.
• Initiate change to continually improve all aspects of service delivery through efficient Vendor Management 
• Identify trends / patterns pertaining to client/ vendors needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery

Quality management and improvement:

• Understand quality standards and communicate these to others
• Ensure compliance to rules and processes
• Input into the establishment of systems and sound practices 
• Establish and maintain quality standards that will enhance performance
• Seek feedback from stakeholders and continually seek way to improve efficiencies 

Financial Management:

• Manage budget
• Monitor costs of P&S based on service agreements
• Identify areas where money is lost and seek ways to reduce expenditure by ensuring correct and accurate Vendor SLA agreements are in place and adhered to.

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

Project Management:

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management 
• Work on projects with regards to tenders and bids

Minimum Requirements - 

Education:

• Minimum of 4-year tertiary qualification
• MBA is an advantage 

Experience:

• Minimum of 15 years’ experience in ICT industry experience responsible for revenue generation for any business unit, coupled with Vendor management environment 
• Minimum 10 years’ experience working in large organization in operations with Client Service with experience in vendor balance score cards, procurement basics
• Minimum 5 years’ experience in contract or financial management.
• Experience partnering and working with the OEM's such as (Cisco, SAP, Oracle etc)