Monday , December 11 2023

MTN Vacancies – Manager: Service Assurance

Website MTN

Job Description:

Responsible for determining best practice as it relates to the provision of service assurance management, the deployment of technical solutions, the development of SLA/ OLAs and customer self-service as well as process automation to achieve organisational goals within budgetary constraints through continuous improvement. Does this through co-ordinating available resources to best achieve organisational goals.

Job Responsibilities:

  • Contribute to, challenge and implement the long-term service management strategy for the Wholesale Division.
  • Ensuring alignment of all activities undertaken to the overall business strategy.
  • Analyse trends and highlight areas of the business that may be developed further, identifying opportunities and matching these to market opportunities.
  • Influence decision making at operational level with relevant stakeholders.
  • Keep updated with the latest international trends in technology support and relevant PPP’s.
  • Implementation of strategic plans
  • Ensure that support objectives are actioned to company requirements and customer KPIs are met.
  • Facilitate technical meetings with relevant key customers and other stakeholders.
  • Assist in the development of an automated and effective environment that will improve support to customers.
  • Contribute to the research, definition, specification, planning and integration of new technologies that will improve services to key customers.
  • Provide on-the-job training and guidance to new and replacement personnel when necessary.
  • Training of Service-related elements as train the trainer
  • Action escalated queries received from internal and external customers.
  • Monitor/ manage assigned services.
  • Manage the escalation of major failures or planned work, affecting key customers with the change management team.
  • Ensure the logging/updating/ clearing of trouble tickets for respective partners/customers is compliant with the set KPI’s.
  • Enforce governance and controls.
  • Manage internal and external corporate relationships.
  • Compile and present reports to management and customers as and when required.
  • Ensure standard report requirements are met.
  • Manage SLA’s/OLA’s and ensure recons are up to date for customers.
  • Ensure penalties payable and receivable are actioned timeously.
  • Continuously innovate and improve systems to improve efficiencies and effectiveness.
  • Ensure all current and future Wholesale services portfolios are effectively managed thus providing key customers with excellent service and experience.
  • Implement and manage Governance KPI’s with relevant stakeholders to ensure best service for Wholesale customers.
  • Ensure that procedures and processes are in place and that quality control is managed and monitored.
  • Monitor ticketing system for SLA/OLA adherence
  • Ensure problem Management is implemented with the relevant stakeholder to manage repeat problems.
  • Minimise penalty claims and other financial exposure by ensuring customers SLAs are met by implementation of relevant controls and strict governance.
  • Enable the accurate and timely business and performance reporting process through the appropriate systems and tools.

Job Requirements:

  • Minimum of 3-year Commercial and/or Engineering Technology degree
  • Management level track record of 5 years; operational management and technical project delivery and experience is supervising/ managing others
  • Experience working in the design, build and operation of mobile network operator infrastructure.
  • Experience in ITIL .
  • Worked across diverse cultures and geographies
  • Experience in Service assurance, Service Management and fulfilment
  • Experience working in a medium to large organization

Job Details:

Company: MTN

Vacancy Type:  Remote

Job Location: Johannesburg

Application Deadline: N/A

Apply Here