Senior Manager - Johannesburg, South Africa - MTN Nigeria
Description
Strategic Planning
Provide input into all long-term plans regarding Technology operations
Formulate the Technology operations strategies into operational plans and activities for Managed Network Services Operations.
Assist SM:
Regional managers with cascading of the strategy in the respective region
Align the strategies with the vendors deliverables and SLA
Develop and implement an effective business continuity plan for the Managed Network Services Operations department
Develop and ensure implementation of an effective communication strategy
Translate the strategic intent of Managed Network services in to clear deliverables for the portfolio
Ensure effective monitoring mechanisms to track the implementation strategy
Interpret strategic plan and formulate strategic deliverables
Regional Management
Ultimately responsible and accountable for the allocated regions, to ensure regions are managed effectively and efficiently according to the Head office management structure.
Solutions Delivery
Ensure seamless operations of all the Managed Network Services functions to reach MTN's performance level targets, NPS rating and to create a positive customer experience
Provide framework and guidance for change and configuration management process
Provide framework and guidance for incident management processes
Develop and grow long term relationships with key vendors and Regional GM's
Develop SLA framework that will govern the Managed Network Services Operations
Ensure implementation of required frameworks for reporting on network performance, network availability and network incidents
Contribute to Managed Network Services Operations Masterplan
Provide Managed network service assistance consistently to internal MTN stakeholders and ensure that network service levels relation to operational assistance are met at the required quality and within the proposed timelines.
Collaboration
Interlock with MTNSA Technology, Vendor and MTNSA Regions to ensure stability and support to the Managed Network Services.
Managed Network Services interfacing to Technology and Commercial teams related to network support
Interfacing and interlock with Technology Operations function who own service desk and 1st line support
Governance and Control
Strictly follow and ensure team and vendor compliance of relevant policies and procedures
Ensure effective SLA strategies are in place to support the business and vendor compliance
Implement proper controls and processes to minimise revenue leakage
Ensure proper project controls are in place to manage financial and operational risks across the business
Appropriate implementation of DoA
Ensure the governance and the fulfilment of managed service deliverables across South Africa by all vendors on a national level.
Vendor Management
Managing and maintaining relationships with allocated vendor
Provide framework to ensure vendors meet their contractual obligations, deliver quality products and services on time
Create communication channels and strategies to ensure the most efficient way to resolve issues and queries to minimize downtime
Ultimately responsible for vendors meeting and adhere to SLA's and contractual obligations
Ensure all required maintenance activities are tracked and performed as per Service Level Agreements and KPIs on a national level including Fault, Configuration, Change, Problem Management, Preventive Maintenance, etc.
Financial Management
Forecast, plan, develop and review transport network operations budgets in line with MTN SA financial requirements
Ensure transport network operations budgets are optimised
Manage transport network operations expenditure in line with agreed budgets
Identify and eliminate non-contributory expenditure
Manage budgeting and preparing of tenders
People Leadership and Organisational Capability Building
Lead, develop and coach the Managed Network Services Operations team
Act as an ambassador and role model for the Technology team by living the brand values and vital behaviors
Make environment the best place to work
Improve the employee engagement through the GCA/sentimeter
Ensure the attraction, development and retention of Planning and Engineering talent
Build a professional and differentiated Planning and Engineering team
Ensure a culture of continuous evaluation and improvement
Drive a culture of high performance, accountability and consequence management
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