MTN Cameroun Manager - Service Management

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OB DESCRIPTION
Operational Delivery

Role Complexity

Optimization of Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department.
Identify and own a portfolio of critical Technology services with the responsibility of driving initiatives that ensure such services are delivered to the business at agreed Service levels.
Identify and implement tools that automate and streamline processes to guarantee consistent delivery and performance and ensuring the most efficient use of deployed automated tools.
Identify and manage the risks associated with Service transition.
Audit and review of the existing ITIL implementation and updating processes and roles that address identified gaps
Develop and maintain a customer centric interface between Technology and its client base, the rest of the organization.
Develop and maintain Technology Asset Management, Software Asset Management and Licensing compliance, configuration management and applications in Technology
Develop relationship with Technology vendors/managed services (Service Management) and with MTC Cameroon regional structures.
Managing contract creation, execution, and analysis to maximize operational and financial performance while reducing financial risk.
Task Complexity

Review MTN Cameroon business direction and contribute to the development of Information Services, demonstrating an understanding of MTN Cameroon business strategies and needs of the customer.
Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans.
Lead the service management team and drive a service-based culture in Technology and put in place a reliable support system with clear processes, procedures and tools for measuring service delivery and performance.
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with Technology services.
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers.
Identify training and development needs and manage skills enhancement programs for the Technology Operations team to ensure SLA targets are fully met.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Creativities (improvement/innovation inherent)

Increasing automation of processes and procedures.
Conducting periodic and unscheduled audits to ensure process compliance.
Measuring service effectiveness from the perspective of business, typically ROI and time to market.
Developing innovative approaches to increase the quantity and quality of feedback to the customer.
Developing innovative approaches to improve the quality and quantity of information sent to the business for management decision.
Managed Services Budget Management

Assume ownership of and maintain the professional services budget. Optimize the budget to ensure delivery of the services remains within the defined budget.
Monitor project costs and determine initiatives to optimize benefits. Ensure cost effectiveness by maximizing benefit ratios.
Identify areas where money is lost and seek ways to reduce expenditure.
Customer Satisfaction (internal)

Understand customer needs and develop project plans accordingly.
Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures.
Put contingency plans in place to prevent delays and enhance the customer experience.
Adopt a proactive approach to prevent problems from arising in the future.
Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.
RESPONSIBILITIES
Strategy Implementation

Drive a business focused strategy that enables Technology to partner better with the business.
Handles Network Quality Assurance and Reporting, Contract and Vendor Management, Policy-Process-Procedures management, and Internal Staff Productivity tools
Drive a holistic request fulfilment process that includes all user generated requests for facilities, office moves, supplies and the traditional break and fix calls for service restoration.
Drive Cost effective solutions and investment for End-User Devices including Desktops, Laptops, Printers & Scanners
Drive new standards for Service Delivery (Capacity, Performance, Financial, Service Continuity & Service Level Management) and Service Support (Change, Incident, Problem, Release & Configuration Management)
Drive a business focused strategy that enables Technology to partner better with the business for new revenue growth through innovative and customer-facing services.”
QUALIFICATIONS
Education / Business Degree

Minimum first degree in Engineering (Computer Science/Information Systems/Electrical/Electronics or equivalent)
Master’s degree in a relevant discipline will be an added advantage.
Fluent in English and French
Work Experience

Minimum Ten (8) years’ experience in managing large and complex group of people in the telecommunications industry or high technology environments with experience in supervising/managing others transversally.
At least Five (5) years of relevant exposure to Service and Crisis Management role including IT and QMS standards and processes
Experience in developing, implementing and automating business processes and procedures related to record management and incidents
Minimum 3 years relevant experience in project management and budgeting
Training

ITIL V3/4 Foundation
ITIL Intermediate and Capability
COBIT
DevOps
AI/ML
Project Management
Customer Experience Management
4G/5G Technologies
ITIL, COBIT
Knowledge

Telecommunications field and convergence services
Network KPI definitions and report creation
Regulatory QoS framework and applications
A good understanding of operational management principles
Ability to understand how the IT technology supports the business
Good understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
Internal policies and procedures
Business Processes
International best practice in respective field
IT Service Management tools, Assets Inventory tools
Very good knowledge of billing & charging services in GSM environment, VAS and data services
Good knowledge of ISP/ASP services
Good knowledge of Mobile Money services
ITIL standard
Specific knowledge of Telco applications architecture
Strong IT quality and metrics insight in terms of technology and practice
Good understanding of organizational dynamics (how to effect change)
Skills

Conceptual Thinker
Problem Solver
Improvement Driver
Culture and Change Champion
Supportive People Manager
Relationship Manager
Results Achiever
Operationally Astute
Ability to work effectively with clients, management and staff members
Good interpersonal skills for written, oral and face to face communications
Behavioral Qualities

Unify people/Build a team
Plan work
Monitor work
Problem solving
ABOUT US
MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.

With more than 17510 professionals, working in over 20 countries around the world.

MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.
ABOUT THE TEAM
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key roles that the Human Resources team performs:

Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
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JOB INFO
Job Identification
3787
Job Category
MTN Level 3H

Apply Before
01/05/2024, 11:59 PM
Degree Level
High School Graduate
Job Schedule
Full time
Locations
MTN Cameroon (On-site)