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
Strategic Leadership & Implementation
- Lead the development of the Customer Experience (CX) strategy aligned with the Converged Solutions business unit’s objectives, ensuring customer satisfaction, operational excellence, and continuous improvement are key drivers.
- Implement the CX strategy by identifying critical touchpoints and areas for improvement across the customer journey, ensuring seamless interaction between customers and the business.
- Collaborate with senior leadership and other departments (e.g., operations, sales, marketing, and IT) to integrate customer experience initiatives into broader business goals.
- Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.
- Develop and ensure execution of a strategic plan for effective Service Operations. Set strategic goals for operational efficiency and increased productivity
- Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub-divisions.
- Drive effective change management where necessary supporting strategy implementation
- Provide guidance and expertise with regards business plans and execution alignment to Regional performance
Customer Service Operations Delivery Excellence
- Lead a cross-functional team to deliver on customer services, thereby enabling the core teams to drive sales and innovation within the Business Lines. Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives
- Ensure the operational readiness of the Converged Solutions business unit, with a focus on adopting and scaling new technologies and processes that enhance customer support.
- Oversee the service helpdesk operations, ensuring that they are optimized to provide fast, efficient, and customer-centric support, with measurable improvements in response times.
- Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.
- Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements.
- Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.
- Collaborate with key stakeholders, including vendors and internal teams, to monitor and assess performance against SLAs, ensuring alignment with customer expectations and business objectives.
- Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements.
- Oversee the Incident & Problem Management function, ensuring timely and effective resolution of service incidents and problems.
- Conduct root cause analysis for recurring issues, implementing strategies to prevent future incidents and proactively enhance system resilience.
- Develop a framework for escalation management, ensuring clear communication and coordination between teams during critical incidents.
- Develop and maintain operational processes and frameworks that support the consistent delivery of high-quality services, ensuring that teams are prepared to manage both current and emerging customer needs.
- Define the standards and set targets for operational performance across the Customer Experience area and identify the parameters for measurement of performance.
- Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
- Act on significant deviations from defined performance metrics
Continuous Improvement
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution Portfolios.
- 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.
- Lead initiatives to integrate new technologies into customer support and service processes, ensuring they align with operational objectives and enhance the customer journey.
- Partner with business transformation teams to ensure that processes, systems, and people are ready for changes in customer service delivery, aligning with broader company transformation goals.
- Drive continuous improvement initiatives by analyzing customer feedback and identifying opportunities to enhance the overall customer experience.
- Lead efforts to capture and leverage customer insights, ensuring they inform future service improvements and operational changes.
- Develop and implement key performance indicators (KPIs) to monitor the success of improvement initiatives and track customer satisfaction.
- Assess, develop, propose and implement new models and structures for delivering required results and service experience
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
- Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.
Customer Experience and Satisfaction
- Monitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.
- Develop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.
- Collaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.
- Ensure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.
- Track and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.
Cost Control/ Budget Management
- Forecast, plan, develop and review budgets that provide MTN with return on investment for the Customer Experience area and seek OPCO approval thereof
- Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
- Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
- Ensure that all MTN company financial targets are met
- Ensure Vendor & IT costs are effectively managed
Governance, Policies and Procedures
- Design policies that align with overall strategy
- Implement efficient processes and standards within area of responsibility
- Ensure effective implementation of (and compliance towards) 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
- Responsible for a predictive risk view (financial and sales) from an MTN perspective
- Check, analyse and understand regulatory and technological environments and shifts which impact the business, continuously. Includes pre-empting the impact thereof on retail channels, as well as identifying different opinions and making recommendations to relevant and affected parties
- Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime so as to achieve measurable results for channel growth and fraud reduction and risk mitigation
People Leadership /Management
- Set integrated goals and objectives for the team within MTN 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 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.
Qualifications
- 3-year degree equivalent / 4-year tertiary qualification (Technical/ Commercial) or related
- Master’s Degree in Business Administration (MBA) or Postgraduate qualifications in Customer Experience, Service Design, or Technology Adoption (Preferred).
Experience
- Minimum of 10 years in customer experience management or a similar role, with a demonstrated track record of developing and executing customer experience strategies in a complex, technology-driven environment.
- Proven experience in operational readiness and service delivery management, including managing service helpdesk operations, SLA compliance, and customer support initiatives.
- Experience leading incident & problem management functions, with a focus on proactive problem-solving and root cause analysis to drive continuous improvement.
- Experience managing cross-functional teams, fostering collaboration between customer support, operations, IT, and other departments
- Technology adoption experience, particularly within customer service frameworks
- Experience working in a telecommunications, technology, or converged solutions environment is highly desirable
go to method of application »
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
go to method of application »
Responsibilities
Strategic Leadership & Implementation
- Formulate and implement platform strategies, aligning the technology vision with business objectives for Converged Solutions.
- Lead the development of the BSS (Business Support Systems) Solution Architecture and ensure its scalability and flexibility across multiple markets.
- Define platform roadmaps and prioritize initiatives based on business needs, technology advancements, and operational requirements.
- Ensure the platform strategy integrates seamlessly with broader IT and business strategies, driving value and efficiency.
- Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.
- Develop and ensure execution of a strategic plan for effective platform and application first-line support. Set strategic goals for operational efficiency and increased productivity.
- Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions.
- Provide guidance and expertise with regards business plans and execution alignment to Regional performance.
Platform Operations Delivery Excellence
- Lead team responsible for platform operations and oversee the management, deployment, and optimization of CS platforms and applications, ensuring high availability, scalability, and performance.
- Monitor system health and performance metrics, proactively addressing potential risks and ensuring uptime.
- Ensure platforms and applications meet the evolving needs of the business, identifying opportunities for upgrades and innovation.
- Work closely with Solution Engineering teams, business lines, and other internal stakeholders to ensure platforms support current and future business requirements.
- Engage with stakeholders across the organization to gather feedback, drive platform improvements, and align on business objectives.
- Facilitate cross-functional collaboration to ensure smooth platform integration, updates, and deployments.
- Establish metrics and KPIs for platform performance, generating regular reports for leadership on system health, uptime, and operational efficiency.
- Track platform utilization, performance issues, and capacity planning to ensure systems meet current and future business demands.
- Provide regular updates to executive leadership on platform operations, challenges, and ongoing improvements.
- Develop and maintain operational processes and frameworks that support the consistent delivery of high-quality services, ensuring that teams are prepared to manage both current and emerging customer needs.
- Define the standards and set targets across the Platform Operations area and identify the parameters for measurement of performance.
- Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
- Act on significant deviations from defined performance metrics.
Vendor & Contract Management
- Manage relationships with third-party vendors, ensuring delivery of services according to agreed-upon SLAs and performance standards.
- Lead contract negotiations and manage renewals for platform-related services, ensuring cost-effective and high-quality service delivery.
Continuous Improvement
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Portfolio.
- 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.
- Identify and implement process improvements to optimize platform operations, reducing downtime, improving performance, and enhancing efficiency.
- Drive automation initiatives to streamline platform management tasks and increase operational effectiveness.
- Stay current with emerging technologies and trends, integrating innovations that enhance platform capabilities and business performance.
- Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.
Customer Experience and Satisfaction
- Monitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.
- Develop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.
- Collaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.
- Ensure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.
- Track and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.
Cost Control/ Budget Management
- Forecast, plan, develop and review budgets that provide MTN with return on investment for Platform Operations and seek OPCO approval thereof
- Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
- Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
- Ensure that all MTN company financial targets are met
- Ensure Vendor & IT costs are effectively managed
Governance, Policies and Procedures
- Lead risk management initiatives to protect platform infrastructure from cyber threats, data breaches, and other security risks.
- Ensure rapid response and resolution for platform incidents, implementing corrective actions to prevent future occurrences.
- Develop and oversee disaster recovery plans and business continuity strategies for critical platforms.
- Design policies that align with overall strategy
- Implement efficient processes and standards within area of responsibility
- Ensure effective implementation of (and compliance towards) 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
- Responsible for a predictive risk view (financial and sales) from an MTN perspective
- Check, analyse and understand regulatory and technological environments and shifts which impact the business, continuously.
People Leadership /Management
- Set integrated goals and objectives for the team within MTN 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 values and vital behaviours and changing and influencing employees’ behaviour
Qualifications
- 3-year degree equivalent/4-year tertiary qualification (Technical/ Commercial) or related
- Masters degree advantageous
- Fluent in English
Experience
- Minimum of 10 years in platform operations, software application management, or IT infrastructure.
- Proven track record of leading teams and managing platform operations within a large, complex organization.
- Experience working with third-party vendors and managing platform-related contracts.
- Strong background in both on-premise and cloud-based platforms and applications.
- Familiarity with telecommunications or ICT industries is highly advantageous.
go to method of application »
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 experience
- 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 preferred
go to method of application »
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 preferred
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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 prefered
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Responsibilities
- Provide support and guidance to Software Engineering CoE on various topics related to resource planning, workflow optimization, business integration and commercial operations.
- Collaborate and work closely with other chapter leads to align on the overall software CEO strategy, drive synergies and achieve operational excellence.
- Oversee the development and implementation of operational strategies to support the software engineering centre of excellence’s goals and objectives.
- Maintain and manage the business operations including resource planning, process execution and incident management.
- Identify inefficiencies within existing business processes, particularly within the software engineering CoE, and implement strategies to streamline and enhance these processes.
- Manage key projects from inception to completion, including scope definition, resource allocation, time management to ensure timely delivery of projects.
- Conduct cost-benefit analysis, manage budgets, forecast financial needs, and monitor expenditures, along with the finance team to support decision-making and optimize the business performance.
- Prepare and present detailed analyses, reports, and dashboards to executive leadership, highlighting current.
- performance and key improvement areas across the software CoE
- Ensure adoption of best practices in project management and process integration, ensuring that integration projects are executed with precision and efficiency.
- Enhance the customer experience by improving service delivery and addressing customer issues effectively.
- Collaborate with cross-functional teams to support data driven decision-making and provide operational insights for strategic projects.
- Manage and allocate the resources as per the needs and requirements of the teams within the software CoE.
- Provide support to IT teams to effectively manage, maintain, improve the operations management tools and integrate with new technologies to enhance the operational efficiency.
- Define and track relevant metrics and key performance indicators (KPIs) to measure team performance, quality, and productivity. Provide regular status updates and reports to key stakeholders.
- Actively contribute to the growth and professional development of team members.
- Provide coaching, mentorship ,and support to enhance their operations management expertise.
Qualifications
Education:
- Bachelor’s degree in Software Engineering, Computer Science, Business Administration, or a related field Master’s degree or MBA with a focus on technology management is preferred (Preferred)
- Project Management Professional (PMP) or equivalent certification is advantageous
Experience:
- 7+ years of relevant working experience
- 4-5 years of experience in business operations, including at least 3 years in a managerial role
- Experience in managing business operations and leading commercial strategy for complex organizations
- Experience of working in software engineering or technology sector (preferred)
Skills:
- Proficiency in project management and process improvement methodologies
- Proficiency in data analysis, budgeting and forecasting techniques
- Strong knowledge of inventory management, quality assurance and incident management
- Ability to analyze and interpret technical and financial data
- •Familiarity with ERP systems (e.g. : Oracle, SAP)
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Responsibilities
Key Performance Areas
Project Planning
- Provide project management input to pre-sales processes with regards to ICT customer requests for RFP/RFQ
- Ensure alignment between approved service order/SOF and scope of proposed solution
- Validate solution BOQ as prepared by Solution Architect
- Prepare project plan for end to end order/s delivery
- Prepare all supporting project documentation including. Risk Report, Communications Plan and Installation Schedule
- Complete resource checklist including engineer availability, vendor capacity, equipment availability and lead times
- Obtain necessary approval and sign-off of final project plans
Project Execution (Order Implementation)
- Validation of order details with customers including deliverables, site locations, contact details and schedule requirements
- Arranging project kick-off meeting including all key stakeholders
- Recording and distributing minutes of project meetings
- Assume responsibility of the lead coordination role between MTN functional areas, suppliers and customer
- Initiate project in workforce management system (Remedy)
- Allocate work orders to assigned engineer and vendors
- Initiate purchase requisitions for required equipment and services as per approved BOQ
- Vendor management and coordination regarding all external services required for a specific product
- Equipment management and delivery coordination
- Risk and issue management
- Effective communications and stakeholder management throughout order implementation process
- Efficient order close out to ensure soonest possible realisation of revenue
- Facilitate formal handover and acceptance by customer including documentation sign-off
- Close Orders and Work Orders to Provision Service
- Verification of 1st Services Bill
- Prepare project closeout report including Lessons Learned, As Build and Inventory schedule
Customer Relations
- Exceptional customer service levels to assist in the retention of customers
- Ensure that all stakeholders are kept up to date on order progress
- Facilitation of customer and/or vendor workshops and meetings
- Provide post implementation support to customers and escalate appropriately when necessary
- Professional interaction with engineering team members
Project Governance
- Provide accurate and timeous internal project reporting.
- Effective escalations to relevant internal and external stakeholders (sales person, line manager, etc)
- Effective communication with internal teams (Communications Management)
- Ensure correct info of the implemented solution is sent to Billing
- Ensure 1st customer invoice (post implementation) is aligned with approved order/SOF
- Adherence to Product SLAs/OLAs – Work closely with Vendor Management and Procurement
- End to end third party vendor management from order placement to actual service delivery
- Reporting on third party vendors pertaining to the project lead’s specific project dashboard
Leadership
- Manage & motivate project resources to exceed in their duties
- Active vendor performance management
- Ongoing analysis of process and service delivery gaps
- Employee relations and collaborative teamwork
- Promote Employment Equity and Diversity
- Coaching and guidance of less experienced staff
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Living the MTN Brand – changing and positively influence peer behaviour
Reporting
- Identify and prepare relevant information and data for reporting purposes
- Prepare daily, weekly and monthly management reports
Qualifications
Job Requirements
Education:
- Matric plus
- 3 year Degree or 3 year Diploma coupled with Project Management (coupled with Engineering or a Technical qualification (CCNA, etc.) would be an advantage)
- Certification in Prince 2 Practitioner or PMP
- ITIL Practitioner (would be advantageous)
Experience:
- Minimum 3 years’ experience in ICT project management including management of a team or virtual team of engineers
- Experience in working within Enterprise arena , as a service provider
- Experience in working with Cisco & Huawei Router technologies and products
- Implementation of projects involving various WAN connectivity technologies including PTP Fibre, PTP Microwave, PMP Microwave, CTN
- Implementation of projects involving delivery of Cloud and Security, Unified Communications, IOT
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Mission/ Core purpose of the Job:
- This role involves positioning and promoting the company Mobile & ICT value proposition, leading account managers in the development and expansion of opportunities and reinforcing existing relationships. Involves execution of the sales strategy and tactics that maximize the company opportunity within the customer environment.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Driving profitable Growth for MTN Business
- Develops and executes sales strategy and tactics that maximize the company opportunity within the customer environment.
- Increase solution selling by offering clients Value Added Services
- Grow monthly recurring revenue and achieve current year SOV and Revenue Targets
- Ensure maximisation of existing contract values by increasing wallet share
- Maintain customer base by ensuring client issues have been taken care of
- Reduce churn
- Expand product offering to more customers
- Sell more value-added products into customer base
- Acquisition of new logos based on market opportunities and reduce churn in our base
- The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
- Along with sales planning, this position is responsible for accurate sales forecasting.
- He / She must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
- He / She must be able to lead virtual teams responsible for the delivery of customer success, customer satisfaction.
- Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile & ICT customers.
- Build relationships within all layers of these accounts.
- Sales planning including developing and execution of business plans, as well as tracking of milestones.
- The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
- Will manage a Team of account managers
Focus on providing exceptional Client Experience
- Ensure delivery of exceptional client experience
- Conduct regular surveys to monitor Client satisfaction
- Ensure a good customer experience at all times
- Assist and resolve billing issues
- Assist with customer call tickets
- Assist with internal departments ensuring a good overall customer experience
Ensuring a Culture of Operational excellence
- Planning and Delivery of a business plan
- Alignment of all Sales activities undertaken in the unit
- Achieve forecast accuracy
- Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
- Implement the action plans from the Sales strategy and ensuring efficiency of process in all areas
- Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
- Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
- Implement methods, systems and procedures to enhance effectiveness and meet departmental goals
Operations and service enhancement
- Input into the Sales strategies for the implementation thereof
- Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
- Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
- Ensure that all performance and key performance area standards of the function are monitored and tracked
- Ensure that all requirements are met with both customer and operational needs
- Analyse and interpret all data that interfaces directly with the division and report to the GM
- Define the development of communication objectives and plans for the Sales function that touch all point of the business
- Implement operational analysis on sales structures that support the delivery of strategy
- Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible
Reporting
- Identify relevant information and data for reporting purposes during departmental meetings
- Identify and interpret relevant information and data for reporting purposes
- Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
- Provide daily, weekly and monthly reports on all activities of the section
- Feedback on any Client issues as soon as they arise and resolve
Process and Procedure Effectiveness
- Ensure that workflow continues without interruption
- Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
- Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
- Manage all risks that could be Client affecting
Manage Sales Team
- Build and maintain team to deliver on set targets and objectives
- Enable sales through internal operations by ensuring internal stumbling blocks are removed.
- Manage human resources effectively
- Motivating and developing Account Managers, Engineers and Presales staff is key in this role.
Instilling appropriate Employee Excellence
- Achieve results by using performance management and incentives
- Create an open-door policy to ensure an efficient climate
- Treat everyone with respect and equality
- Ensure pro-activeness from employees
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
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
Supervisory / Leadership / Managerial Tasks:
- Responsible for the management of a team which operates in a diverse environment
- Manage the department appropriately, ensuring that managers monitor attendance/absenteeism, adherence and log in time, quality, team productivity
- Ensure that the structure is functional, optimized and fully utilized relative to available resource
- Ensure that teams are optimally sized and staffed and manage and motivate performance
- Recruit, develop and retain people with outstanding skills, qualifications and potential
- Define the KPAs and KPIs to be cascaded through the department and clarify roles at various levels to match the level of expertise and results required by the business.
- Agree on performance standards
- Evaluate, assess and track performance to ensure that targets are achieved
- Coach, guide and motivate subordinates
- Understand the need to train and develop staff to be able to use resources optimally and enhance performance
- Build employee relations and collaborative teamwork
- Ensure communication and fundamental understanding of strategy elements to all affected teams
- Have the self-insight and flexibility to adapt to different situations
- Manage boundaries that separate units in order to optimise workflow
Minimum Requirements
Education:
- Minimum of a 3-year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others. Experience working in a medium to large organization
- Minimum 5 years experience in managing, leading sales account teams.
- Minimum 5 years leading a sales team with set targets in the telecommunications space
- Sales experience withintelecommunications and specific examples of closing large, strategic deals.
- Must have both - the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
- Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and rewarding sales environment.
- Strong sales leadership skills in a teaming environment.
- Requires understanding of buying cycles.
- Developing customer relationships.
- Understanding a broad range of company technologies and offering is required
- Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential
- Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition,and position it in a powerful way in order to generate budgets and close deals.
- Must have the ability to deliver business value to the account and build on customer relationships.
- Experience in Large Enterprises is essential
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Job Description
Strategy
- Define the strategy for the DACOE
- Drive Data-as-a-Service and understand the data infrastructure requirements
- Develop the strategic data priorities, in line with the overall BU strategy
- Create new business opportunities
- Provide the overall Big Data strategy and overall value framework, in line with the overall Group strategy
Operational delivery
- Enable informed decision Decision-making
- Foster a data-driven culture
- Drive Innovation
- Collaborate and integrate – work seamlessly with all BU’s to integrate data and analytics into every facet of the organization, ensuring alignment and synergy
Data Science and Advance Analytics
- Provide the vision for data ownership, standardisation, accessibility, and governance
- Manage data analytics capabilities
- Oversee data insights and analytics - drive business value
- Business requirements converting them into data requirements
- Data analytics to assess the performance of the core channels
- Act as an expert - advanced data collection, strategies, tools, mechanisms and processes
- Data lifecycle of data and information
- Adoption Data-as-a-Service
Data Governance
- Provide the framework for data Governance and Data Standards teams
- Create and implement the framework for knowledge sharing of policies etc with relevant stakeholders
- Manage the lifecycle of data and information
- Enforce best practice for security and reliability data management
Data Capabilities
- Oversight for the data infrastructure and architecture for the entire MTN SA
- Oversight and best practice of the Data Architecture
- Improve existing infrastructure
AI Solution
- Lead the development and implementation of AI and machine learning models to address key business challenges.
- Oversee the end-to-end lifecycle of AI solutions, from ideation to deployment and continuous improvement.
- Identify opportunities to leverage AI for process automation, customer insights, and operational efficiencies.
- Ensure AI solutions align with ethical AI principles, ensuring transparency, fairness, and accountability.
- Partner with technology teams to integrate AI capabilities into business applications and workflows.
Operational AI Insights
- Establish and oversee the operationalization of AI-driven insights to enhance decision-making and business outcomes.
- Develop reporting and analytics frameworks to ensure actionable insights are derived from AI models.
- Monitor AI performance and impact, optimizing models for accuracy and efficiency.
- Work closely with business units to ensure insights drive tangible value and continuous improvement.
- Promote the use of real-time analytics and predictive modeling to enhance business forecasting and strategy.
Budget Management
- Forecast, plan and develop budgets that provide MTN with return on investment, and seek required approval thereof
- Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets
Continuous Improvement
- Keep abreast of international best practice, technologies and industry trends.
- Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
- Maintain an understanding of related systems in order to develop integrated systems and processes.
- Keep up to date with new products and services and their impact on MTNSA
- Understand and take cognisance of emerging markets and plan accordingly
People & Culture Management
- Invest in the continuous development of the team’s skills and knowledge, ensuring we remain at the forefront of the evolving data and analytics landscape
- 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 divisional 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 Consumer 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
Qualifications
Education
- Minimum of 4 year tertiary qualification in Engineering, Data Sciences, Computer Science, IT or Biological Sciences
- Masters degree advantageous
Experience
minimum 12 years’ experience I in data analytics, AI or a related field including:
- Minimum 5 years of Senior Management Experience
- Minimum 3 years in telecommunications industry
- Work across diverse cultures and geographies
- Strong understanding of data governance frameworks, AI Technologies and business intelligence tools
- Experience implementing AI solutions at an enterprise level
- Experience working in a medium to large organization
- Experience in data use case management & data integration
- Knowledge of regulatory requirements related to data privacy and compliance
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Responsibilities
Pricing strategy support
- Define Pricing strategies and Frameworks to support business objectives.
- Understand the Telco business segments and prevailing economic and regulatory conditions that drive pricing .
- Work closely with the SM: Strategy to align pricing with the MTN Strategic objectives and the pricing curves
- To determine the relevant pricing metrics and KPI’s to measure pricing performance
- Compilation and review of financial modelling exercises, analysing results to set appropriate prices.
- Consider existing price points and recapitalisation
- Support pricing strategy formulation and take necessary pricing actions to enhance profitability, ensuring integrity and accuracy in all pricing
- matters.
- Suggest changes to the pricing strategies to reflect market changes and to remain competitive
- Partner with external experts to build pricing curve models for each segment that define the bounds for optimal profitability & cash generation for
- MTN SA.
- Assist with financial evaluation to assess pricing action effectiveness
- Inform Segmentation requirements in the business in order to manage downstream business risks.
Governance
- Support and provide input in the necessary planning sessions, workshops, knowledge exchange forums, planning sessions, etc. that will define the
- strategy governance calendar;
- Ensure implementation of necessary governance structures and controls for the area are in place
- Provide regular reports on the macro and competitive landscape
- Assist with Pricing Governance to ensure customer value, revenue optimisation and profitability over the long term
- Provide input into the mitigation of anti-competitive practices
- Monitor price and market movements, compliance with regulations and policies and the control of associated risks
- Provide input into the Product and Pricing Council / Deal Council membership and existing guiding principles
- Apply and share knowledge around pricing regulation
- Consider the impact of promotional activities and tariff changes on regulatory requirements and MTR agreement
- Support Legal and Regulatory with ad hoc request on tariff trends, affordability and CPI comparisons
- Maintain governance log of approvals, conditions, and review requirements, and manage businesses accordingly to close actions and requirements
Support and Advisory
- Effectively communicate pricing frameworks and strategies to the business
- Provide insights to pricing guidelines to BUs ensuring these are up to date and relevant
- Support legal & regulatory enquiries and all pricing governance forums
- Prepare reports to present findings and make recommendations to GM and other Execs
Wholesale and Retail price curve
- Design and deployment of pricing analytics, optimisations and execution tools to enable effective Wholesale and Retail price curve management
Pricing Analytics, Reporting
- Develop and/leverage off pricing analytical tools to assess effectiveness of pricing in driving revenue optimally
- Model Customer behaviour profiles and relative price elasticities to inform future pricing decisions
- Provide pricing insights to the business based on internal and external reviews.
- Track market trends and keep up to date on prices set by competitors
- Undertake Price Plan profitability analytics
- Conduct Post implementation reviews to assess financial impact of proposed/approved price changes,
- Pricing/Revenue Reporting for respective Pricing portfolio . Monthly, Quarterly and Annual rate and traffic analyses.
- Work with internal stakeholders and the broader Business Support team namely Segment, Network Group, IS, Sales Teams, Regulatory as well as
- and Finance in the development and execution of product and pricing
- Consider the impact of solutions on other areas of the business, as well as the interdependency of units
- Support the pricing framework and methodology in the organisation
- Align with all tools and models to assess MTN SA’s key value drivers and provide ad hoc analytical support to assess key strategic decisions’
- economic and commercial impact (e.g., major investments, disruptive products or pricing plans)
- Ensure integration and consistency of product pricing
- Act as an organisational Pricing Business Analyst and deal with queries and provide advice around pricing
- Effectively manage pricing requests as required
- Input into quantification of new revenue streams
- Collate all data from relevant internal and external sources
- Conduct Post implementation reviews to ensure that projects are delivering in accordance with business case objectives
- Analyse and advise on insights from market trends to align recommended pricing strategies
- Research and stay updated with pricing trends in the industry
- Constantly monitor and evaluate competitor activity and influence on product pricing, gaining an understanding of their pricing strategy and input
- into contingency plans
- Provide Pricing input and support into quarterly Revenue Forecasting and annual Budgeting process.
- Maintain competitor analysis and tracking schedule.
Qualifications
- Bachelor’s degree – in Commerce (Marketing/Finance/Economics/Commerce)
Experience:
- Minimum 5 years in working as a pricing
- analyst/specialist
- Minimum 2 years in Telecommunication,
- TMT sector and/or financial services sector
Skills:
- Strategic Thinking
- Strong Quantitative and Analytics skills
- Presentation and communication skills
- Commercial acumen
- Operational understanding
- Telecommunications industry
- Proficient in Excel, Word and PowerPoint
- Advanced Power BI and SQL skills required
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Job Description
Primary Job Purpose:
- To assist in all areas of Network Implementation projects and in particularly, to implement new radio and transmission projects according to the BTS specification and ensure the installation, equipment, upgrades are of a high standard as well as the integrity and optimum performance of the network, to meet customer demand.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
Key Tasks:
- Ensure all Radio and Transmission provider vendors/ Project Managers/ Main contractors in the region perform as per the agreed performance KPI and contract.
- Ensure accurate site surveys and verification of all site plans and quotes.
- Ensure that QA standards are met according to laid down specifications.
- Ensure subcontractors perform according to laid down specifications.
- Ensure upkeep of quality standards and adherence to agreed Radio and Transmission specifications prior to handover to Network operations. Monitor customer complaints.
- Ensure projects are accepted according to MTN’s acceptance procedures.
- Ensure projects meet minimum requirements for Commercial Acceptance.
- Ensure that Financial Acceptance takes place with required deliverables.
- Ensure that information on the Network Information Management System is correct and up to date.
- Ensure that all tools, equipment, and vehicle are kept in good working order.
- Assist with special projects when required by supervisor.
- Supervisory / Leadership / Managerial Tasks:
- Meet regional targets for Radio and Transmission rollout and manage contractor performance accordingly.
- Ensure that the set transmission installation build policies and procedures are met and monitor compliance.
- Ensure that the set standards and specification are met and monitor compliance.
- Work in a team and motivates others.
Role Dependencies:
- Good inter-personal skills with contractors and customers to build a good future working relationship and to assist the customer with complaints.
- Performance of contractors and leased vendors effects outcome of KPI.
- Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
- Creativities (improvement/innovation inherent)
- Improve working methods when identifying problem areas.
- Continuously look for money saving ideas while maintaining good quality standards
- Analyses the requirement for new or adapted policies and processes
- Vulnerabilities (control span)
- Dependency on third parties – leased line vendors
- Poor network specification design could result in poor network performance and quality – customer being affected could result in churn to alternate operator and higher operational costs.
- Skill level of the team affects success criteria.
- Budgetary constraints – provide a balance between cost and opportunities of local market.
- Collaboration: Refers to formal and informal relationships
Minimum Requirements
Education:
- Minimum of 3-year degree/diploma (in telecommunications)
- Fluent in English
Experience:
- Minimum of 3 years’ experience in the telecommunication industry. (Radio and / or Transmission Implementation environment); with experience in supervising others
- 3 years’ experience Experienced in managing civil, electrical, RF, Telecoms, and sub-contractors.
- Experience working in a medium organization
Method of Application
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