MTN Ghana Recruitment for Manager, EB Solutions Design & Support

Applications are invited from interested and suitably qualified graduates for MTN Ghana Recruitment for Manager, EB Solutions Design & Support.

Launched in 1994, the MTN Group is a leading emerging market operator, connecting subscribers in 22 countries in Africa, Asia and the Middle East. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code: “MTN.” As of 30 June 2013, MTN recorded 201.5 million subscribers across its operations in Afghanistan, Benin, Botswana, Cameroon, Cote d’Ivoire, Cyprus, Ghana, Guinea Bissau, Guinea Republic, Iran, Liberia, Nigeria, Republic of Congo (Congo Brazzaville), Rwanda, South Africa, Sudan, South Sudan, Swaziland, Syria, Uganda, Yemen and Zambia. MTN’s brand is the most valuable in Africa and is ranked in the top 100 brands worldwide. MTN’s shares constitute the biggest primary listing on the JSE – Africa’s largest stock exchange.

Job Description

Company: MTN Ghana
Location: Accra, Greater Accra Region, Ghana
State: Accra
Job type: Full-Time

Responsibilities

Responsible for actively driving and managing the Enterprise service delivery process in close collaboration with the technical and implementation teams to ensure customer requirements are fully met, seamlessly on-boarded and SLAs with clients are fully complied with.

Job Role

Manage the service delivery process in close collaboration with key internal stakeholders (CPG, NWG, IT, CC, etc) while ensuring full customer satisfaction
Drive a continual service improvement programme in line with the division’s strategy to drive support as a key differentiation factor.
Liaise with the Key Account Managers to structure and respond to bids proposals and other commercial and technical documentation
Liaise with the product planning and developments teams in developing products and services
Liaise with the technical support and maintenance team to ensure stable and reliable network services for MTN Business clients
Ensure the effectiveness of the team against set KPIs, driving through change as needed to deliver continual service improvement
Ensure operational procedures and practices are well defined, documented and consistently applied
Work closely with other relevant functions to ensure new customers are seamlessly on-boarded
Ensure quality, up-to-date documentation exists for all clients services
Provide leadership and input into the divisional strategy and direction to the support management function ensuring appropriate and robust service management and review frameworks are in place
Establish key relationships with key clients and partners.
Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
Responsible to customer escalations and act as a point of escalation both in and out of hours as required
Responsible for ensuring that project risks, issues and changes are documented and managed effectively.
Give key input into CAPEX/OPEX management by planning and tracking expenditure according to agreed budget.
Oversight responsibility for the requisition and maintenance of material for project’s implementation support

Requirements/Experience

Com, BSc Engineering or equivalent Business qualification
Professional Certification in Project Management is an added advantage
Minimum of 5 years’ experience in IT in the Telecoms industry with at least 3 years in project management in a supervisory role.

Knowledge

Advanced knowledge and skills in Products/Services, Quality and Control
Ability to read, analyze, interpret and apply business and technical processes and procedures.
Knowledge of standard office practices and procedures
Good understanding and working familiarity with internet technology and managed networked solutions
Knowledge and experience within an ISP environment
Stakeholder Relationship Management
Knowledge and ability to identify opportunities for efficiency, cost reduction and continuous improvement

Skills/Competencies:

Ability to manage self and team performance, good conflict management, takes and manages accountability
Energy & Drive – Innovative, Takes initiative, result oriented and develops self consistently, Creativity and Innovation
Interpersonal Skills – Leadership, customer centricity, collaborative and coaches & develops direct reports
Personal Skills – Trustworthy, integrity and ethical in dealings
Operating Skills – Ability to focus on priorities and plans, manages and monitors work effectively
Organisational Positioning Skills – Good written and verbal communication, commitment to the organization
Strategic Skills – Global thinker, Analytical thinking and Problem solving abilities.
Negotiating Skills