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Job Title: Senior Manager Technical Operations & Delivery

Reporting to: Chief Information Officer

Division – Technology

Mission/ Core purpose of the Job

Responsible for enabling Service delivery and support in the OpCo. The role Manages sustainable and stable day to day operations across technology support functions & participates in transformational initiatives as related to Service Delivery.

This includes the ongoing definition and improvement of service management processes and supporting tools.

The role participates in the creation of leading indicators that allow proactive actions within the overall IT landscape of the FinCo. The role leads teams across the below sub-functions:

API & Integrations

Responsibilities

Main Job Functions:

Strategy Development and Implementation

Abide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy

Ensure effective implementation of the functional strategy

Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

Source, induct and manage talent in accordance with legislative guidelines and directives from the Chief Information Officer

Continually develop a culture of strong collaboration and effective team working

Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Chief Information Officer

Provide definition of roles, responsibilities, individual goals and performance

objectives for the team

Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program

Assist in the development and implementation of a training plan in order to build and develop skills within the team

Performance manage resources in accordance with HR policy and legislation where necessary

Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Governance

Strategic Meetings

Participate in strategic meetings

Support function wide transformation initiatives. Elicit inputs from relevant parties, when required

Implement adequate risk mitigation and controls, with directions from the Chief Information Officer

Manage approval process from Chief Information Officer on new initiatives

Work with approved budget for internal projects, under direction from the Chief Information Officer. Where required, also provide input

Facilitate preparation of proposal on change initiatives SLA, policies, and procedures

Escalations

Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Chief Information Officer

Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Chief Information Officer apprised of the same

Function Tactical

Provide inputs, when required, and execute all projects initiated in the function

Assist in establishing objectives, targets, and budgets for the function

Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Chief Information Officer

Prepare documentation for sign-off / making decisions regarding tactical changes; apprise Chief Information Officer of changes made without approval

Performance

Monitor performance and alignment with divisional strategy

SLA approval and exception performance review

Reporting

Report daily to the Chief Information Officer relating to progress made within the function and in accordance with the measurement metrics set by the organisation

Report on an ad hoc basis on specific projects, as required

Budgets

Assist in managing function’s budgets in line with business objectives, when required

Assist in managing project initiative budgets in line with business objectives, when required

Operational Delivery

Sub-Functional Leadership:

As the sub-functional leader of the Technical Operations vertical, the role is accountable to:

Align the results of the vertical, collectively, and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with

Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals

Delivery Leadership:

As the leader of Technical Operations & Delivery vertical, the role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same

Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same

Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Chief Information Officer

Evaluate the efficiency and effectiveness of Technical Operations & Delivery strategies, propose and offer suggestions for improvements

Technical Operations & Delivery Key Tasks:

Responsible for all process and procedures associated with Technical Operations & Delivery in the OpCo

Monitor Enterprise services and systems availability as per SLA

Embrace standard structured and efficient ITIL processes to optimize resource allocation and customer experiences, while driving improvements to those same processes.

Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable

Accountable for the delivery and results of internal vendor provided IT solutions to the OpCo

Support Group and oversee all testing release and change configurations within the OpCo happens seamlessly.

Proactively prepare OpCo systems and processes such that the new solutions are adopted with minimal disruption to business

Support group in managing all APIs in the OpCo environment and ensuring seamless integrations of the APIs

Management & completion of standard operational tasks (E.g. log reviews, backups, ticket reviews, issues etc.)

Manage & provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements, Patch management, Service request management etc

Assist in longer-term applications strategy, including investigation of new systems and planning of upgrades

Ensure programme and task deadlines for team are met, and maintain high performance on SLAs

Engage with the business users and ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issues

Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendations

Liaise with network administrators and software engineers to assist with quality assurance; program logic and data processing

Create and maintain all process, procedural, and quality control activities required to ensure superior delivery of Technical Operations & Delivery to all OpCo employees

Manage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support Technical Operations & Delivery is properly captured

Work with vendors/service providers to track, manage and resolve the root cause of major or recurring proble

• Abide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy
• Ensure effective implementation of the functional strategy
• Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem
• Source, induct and manage talent in accordance with legislative guidelines and directives from the Chief Information Officer
• Continually develop a culture of strong collaboration and effective team working
• Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Chief Information Officer
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Assist in the development and implementation of a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation where necessary
• Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
• Participate in strategic meetings
• Support function wide transformation initiatives. Elicit inputs from relevant parties, when required
• Implement adequate risk mitigation and controls, with directions from the Chief Information Officer
• Manage approval process from Chief Information Officer on new initiatives
• Work with approved budget for internal projects, under direction from the Chief Information Officer. Where required, also provide input
• Facilitate preparation of proposal on change initiatives SLA, policies, and procedures
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Chief Information Officer
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Chief Information Officer apprised of the same
• Provide inputs, when required, and execute all projects initiated in the function
• Assist in establishing objectives, targets, and budgets for the function
• Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Chief Information Officer
• Prepare documentation for sign-off / making decisions regarding tactical changes; apprise Chief Information Officer of changes made without approval
• Monitor performance and alignment with divisional strategy
• SLA approval and exception performance review
• Report daily to the Chief Information Officer relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required
• Assist in managing function’s budgets in line with business objectives, when required
• Assist in managing project initiative budgets in line with business objectives, when required
• Align the results of the vertical, collectively, and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with
• Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals
• Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same
• Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same
• Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Chief Information Officer
• Evaluate the efficiency and effectiveness of Technical Operations & Delivery strategies, propose and offer suggestions for improvements
• Responsible for all process and procedures associated with Technical Operations & Delivery in the OpCo
• Monitor Enterprise services and systems availability as per SLA
• Embrace standard structured and efficient ITIL processes to optimize resource allocation and customer experiences, while driving improvements to those same processes.
• Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable
• Accountable for the delivery and results of internal vendor provided IT solutions to the OpCo
• Support Group and oversee all testing release and change configurations within the OpCo happens seamlessly.
• Proactively prepare OpCo systems and processes such that the new solutions are adopted with minimal disruption to business
• Support group in managing all APIs in the OpCo environment and ensuring seamless integrations of the APIs
• Management & completion of standard operational tasks (E.g. log reviews, backups, ticket reviews, issues etc.)
• Manage & provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements, Patch management, Service request management etc
• Assist in longer-term applications strategy, including investigation of new systems and planning of upgrades
• Ensure programme and task deadlines for team are met, and maintain high performance on SLAs
• Engage with the business users and ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issues
• Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendations
• Liaise with network administrators and software engineers to assist with quality assurance; program logic and data processing
• Create and maintain all process, procedural, and quality control activities required to ensure superior delivery of Technical Operations & Delivery to all OpCo employees
• Manage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support Technical Operations & Delivery is properly captured
• Work with vendors/service providers to track, manage and resolve the root cause of major or recurring proble