Manager Service Management at MTN

Job description

Core purpose of the Job:

The role will ensure continuity and quality of service to MTN Business regional MNC customers. Focus on ensuring fulfilment of solution to RFP specifications, minimizing escalations and managing SLA compliance and overall assurance. The Consultant will enable customer satisfaction and maintain market share and be the key point of contact for MNC customers in case of faults or issues from the solution provided by MTN Business.

Key Performance Areas

The Consultant: Service Management will be accountable to achieve the following objectives:

• Liaise with OpCo service management / sales enablement teams for timely fulfilment and assurance delivery of the enterprise solution within each country
• Ensure fulfilment of client solution is aligned to RFP requirements and to the solution specs defined by MTN solution’ team
• Report, analyse and understand customer agreed SLAs to drive 100% compliance
• Identify root causes and corrective measures for non-SLA compliance incidents
• Manage escalation processes and procedures in relation to the internal management structures
• Ensure accurate incident closure (incident reporting and RCAs) within defined SLA requirements
• Manage faults and issues raised by the customers in a timely manner and according to MTN standards
• Manage customers proactively in line with compliance standards
• Manage relationship with internal MTN solution providers, whether Technology or MTN Wholesale services
• Manage integration of 3rd party solutions within the overall MTN provided solution
• Coordinate service delivery of 3rd party elements of the solution and manage service provision and fault resolutions for issue generated by 3rd party elements
• Document customer engagement agreement for business continuity purposes
• Manage service maintenance on impacting changes such as technology, configuration changes, additional IP addresses, upgrades/downgrades, site moves/migrations
• Enforce non-compliance penalties
• Document and manage customer experience expectations (email, telephonic, written and face-to-face) engagement requirements across the customer life cycle
• Be responsible of the MNC accounts throughout the lifecycle after the initial sales
• Understand customer requirements based on interactions and coordinate with Global Account manager to suggest potential improvements and up-sell and cross-sell opportunities

Education:

• Degree/Diploma in Engineering or Technical preferably in ICT/ telecommunications
• English, French and Arabic (as advantage)

Experience:

5+ years customer service management in the telecommunications industry, preferably with proven experience of working with multinational clients and with multi-country complex solutions