Req ID: 142730 Overall Purpose
To secure delivery for the functions of Network Performance Management within the entire delivery machinery (onshore and offshore) as per Managed Services contract
Role Brief
This role is a senior role and resides in Leadership Team for MTN Group IN Managed Services contract. Reports in to Managed Services COO for the group and would be accountable for end to end Operational Performance deliverable & initiatives for Nigeria operations.
Responsibilities
Take Operational decisions to improve performance
Set strategic direction and follow-up with Managed Services COO teams in OPCO for improvement of reward/penalties
Create Operational strategy and align with customer
Responsible for Region Sub Saharan Africa wide delivery of MS KPIs Reporting for Active Managed Services Contract along with the Ops Assurance head/heads
Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements fulfillment towards Global Service Center
Issue guidelines & support Opco teams in Performance Management area
Set tools and processes strategy for the MS operations
Budget owner for Global Service Center process, tools and new tools introduction
Governance owner for Region Sub Saharan Africa level review towards MTN & Global Service Center
Support implementation of the Work Level Agreements and measure the compliance for different OPCOs
Drive Competence Development and Certification for the Managed Services teams
Ensure customer satisfaction on Managed Services activities and on critical measurements
Support Contract Management for Reconciliation, KPI, re-negotiation and other matters.
Requirements
Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
15-20 years of Service delivery experience in Telecom, IT industry
Excellent command of English language, presentation and communication skills
Able to work and co-ordinate between teams, which are remotely located
Should be able to travel for meetings and discussions if required
Extensive Leadership skills cutting across multicultural environment and multiple domains
Team Player
Interfaces:
MTN Group CTO (s), Group Managers & Governance Organization
Managed services – Operations Assurance, Projects
Managed Services COOs (OPCO)
Global Service Center – Ops and NE Managed Services teams and PQM
CU Head / Key Account Mangers
Contract Management
Deliverables:
KPI Fulfillment
SLA fulfillment
Customer Satisfaction Indices Management
Employee Satisfaction indices management
MTN Group level reporting – Implement Reporting mechanisms on to showcase various dimensions (Network and Operations) of Performance levels of Managed Services contract
Agreement and alignment on Performance reporting structure and mechanism with MTN Group and Local Opcos
Tracking and analytics
Competence Development Strategy and Implementation
Improvement projects – Operations
Develop mechanisms for Data Analytics to enable decision making
Apply via :
.com
