MTN Vacancies – Manager: Service Assurance

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

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