Job offer : Senior Manager

Cameroon Desks

Service Management.Technology


Operational Delivery

Role Complexity
  • Optimization of Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department.
  • Identify and own a portfolio of critical Technology services with the responsibility of driving initiatives that ensure such services are delivered to the business at agreed Service levels.
  • Identify and implement tools that automate and streamline processes to guarantee consistent delivery and performance and ensuring the most efficient use of deployed automated tools.
  • Identify and manage the risks associated with Service transition.
  • Audit and review of the existing ITIL implementation and updating processes and roles that address identified gaps
  • Develop and maintain a customer centric interface between Technology and its client base, the rest of the organization.
  • Develop and maintain Technology Asset Management, Software Asset Management and Licensing compliance, configuration management and applications in Technology
  • Develop relationship with Technology vendors/managed services (Service Management) and with MTC Cameroon regional structures.
  • Managing contract creation, execution, and analysis to maximize operational and financial performance while reducing financial risk.
Task Complexity
  • Review MTN Cameroon business direction and contribute to the development of Information Services, demonstrating an understanding of MTN Cameroon business strategies and needs of the customer.
  • 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, 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, analyzing, 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.
  • Identify training and development needs and manage skills enhancement programs for the Technology Operations team to ensure SLA targets are fully met.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
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.
Managed Services Budget Management
  • Assume ownership of and maintain the professional services budget. Optimize the budget to ensure delivery of the services remains within the defined budget.
  • Monitor project costs and determine initiatives to optimize benefits. Ensure cost effectiveness by maximizing benefit ratios.
  • Identify areas where money is lost and seek ways to reduce expenditure.
Customer Satisfaction (internal)
  • Understand customer needs and develop project plans accordingly.
  • Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures.
  • Put contingency plans in place to prevent delays and enhance the customer experience.
  • Adopt a proactive approach to prevent problems from arising in the future.
  • Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.

Strategy Implementation
  • Drive a business focused strategy that enables Technology to partner better with the business.
  • Handles Network Quality Assurance and Reporting, Contract and Vendor Management, Policy-Process-Procedures management, and Internal Staff Productivity tools
  • Drive a holistic request fulfilment process that includes all user generated requests for facilities, office moves, supplies and the traditional break and fix calls for service restoration.
  • Drive Cost effective solutions and investment for End-User Devices including Desktops, Laptops, Printers & Scanners
  • Drive new standards for Service Delivery (Capacity, Performance, Financial, Service Continuity & Service Level Management) and Service Support (Change, Incident, Problem, Release & Configuration Management)
  • Drive a business focused strategy that enables Technology to partner better with the business for new revenue growth through innovative and customer-facing services.”

Education / Business Degree
  • 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.
  • Fluent in English and French
Work Experience 
  • Minimum Ten (8) 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 QMS 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
  • ITIL V3/4 Foundation
  • ITIL Intermediate and Capability
  • DevOps
  • AI/ML
  • Project Management
  • Customer Experience Management
  • 4G/5G Technologies
  • Telecommunications field and convergence services
  • Network KPI definitions and report creation
  • Regulatory QoS framework and applications
  • A good understanding of operational management principles
  • Ability to understand how the IT technology supports the business
  • Good understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
  • Internal policies and procedures
  • Business Processes
  • International best practice in respective field
  • IT Service Management tools, Assets Inventory tools
  • Very good knowledge of billing & charging services in GSM environment, VAS and data services
  • Good knowledge of ISP/ASP services
  • Good knowledge of Mobile Money services
  • ITIL standard
  • Specific knowledge of Telco applications architecture
  • Strong IT quality and metrics insight in terms of technology and practice
  • Good understanding of organizational dynamics (how to effect change)
  • Conceptual Thinker
  • Problem Solver
  • Improvement Driver
  • Culture and Change Champion
  • Supportive People Manager
  • Relationship Manager
  • Results Achiever
  • Operationally Astute
  • Ability to work effectively with clients, management and staff members
  • Good interpersonal skills for written, oral and face to face communications
Behavioral Qualities
  • Unify people/Build a team
  • Plan work
  • Monitor work
  • Problem solving
Location : Douala

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