Context
MTN Benin is a leading technology company in a highly competitive market.
Our goal is to create a culture that values innovation, agility and learning, where everyone feels included and where data is leveraged to create value for our customers, in order to support the delivery of our ambition.
The market is seeing increasing demand for Data (internet access), connectivity devices (smartphones, Home routers, etc.), digital products & services, and digital experiences
General working conditions:
- Shift work
- Local travel
- International travel
- Driver’s license
Must live the MTN Values of:
- Lead with Care
- Can do with Integrity.
- Collaborate with Agility
- Serve with Respect
- Act with Inclusion
Continuous Risk & Compliance Management & Reporting
- Perform and encourage continuous and effective risk management practice within your activities.
- Promote risk-based decision taken. Ensure effective escalation of key risks, compliance breach and non-ethical issues.
- Demonstrate and encourage ethical behaviors. Promote Business continuity best practices and compliance to applicable regulations and internal PPPs (Policy, Process and Procedures).
Core purpose of the Job:
Delivery of a Best Practice Technology service to customers reliably and efficiently (IT and Network) using Service Design, Service Strategy and Service Transition principles. - Development of service management strategies, tools, specialized support requirements and the management of Technology Assets - Planning and implementing Service Management processes, Service Quality Assurance, Monitoring and Analysing Performance issues of both internal and external customers.
- MTN Benin customers experience with products and solutions is directly impacted by the efficiencies of the processes behind service delivery and support.
- Growing infrastructure complexity requiring advanced business continuity strategies, Service Reporting, Service Measurement and Service Level Management.
- Evolving organizational dynamics in the face of stiff competition needs to be supported by responsive service management.
- The need to develop services in response to identified market opportunities as required by internal or external customers thereby bringing Technology department (IT & Network) to the point of partnering with the business rather than passively driving processes or supporting infrastructure.
- Ever increasing performance needed to support business financial targets.
- Changing and evolving technology and use of Big Data to deliver more effective customer support programmes.
- Working with limited budget to drive customer related imperatives.
- Optimization of Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department.
- 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 and 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, analysing, 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.
- Supporting organization change
- Matrix management – working with all Technology units to align their processes to Service Management best practice
- Working with multiple vendors and business units
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.
- Improve on methodology of business plan projection.
Independent thought and Judgment:
- Propose changes to processes or introduction of new methodologies.
- Personal initiative and discretion on resolution of major incidents impacting the environment or technology customers.
- Personal initiative and discretion on resolution of all technology (IT & Network) issues impacting technology customers.
- Recommendation of appropriate approach to identify performance/capacity related issues that may impact on service quality
Functional Competencies
- Business Performance Measurement & Management
- Business Process Improvement
- Complaint Management
- Computer & Information & Network Technology Appreciation
- Customer Focus
- Customer Satisfaction Measurement
- Data Management
- Information Management
- Performance Appraisal
- Service Level Agreement Management
- Service Monitoring & Control
- Strategic Thinking
- Telecommunication Business Savvy
Education:
- 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.
- ITILv3 Expert
- Fluent in English and French
Experience:
- Minimum Ten (10) 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 Network 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
Important competencies required for the position:
- Professional approach with a can do attitude
- Innovative, takes initiative, result oriented and develops self consistently.
- Leadership, customer centricity, collaborative, ability to coach & develop direct reports.
- Trustworthy, integrity and ethical in dealings
- Good written and verbal communication, and commitment to the organization
- Analytical thinking and problem-solving abilities.
- Global thinker, Improves processes.
- Listens well, Conflict management, Negotiation skills.
- Manages underperformance, Time management.
- Managed Service Contract Management
- Consolidated MSO service delivery as per SLA.
- Vendors’ performance per SLA
- All Multi Vendors SLAs are reviewed and implemented timely and within budget