Manager - Enterprise Office Operations at MTN Nigeria

Job Description

• Responsible for supporting all aspects of MTNN IS infrastructure in order to provide high quality enterprise services where end-users can achieve full productivity geared towards support of business functions and operations in serving the ever increasing subscriber volumes.
• Responsible for end to end office productivity tools and enhancements
• Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Assess resource requirements and assist in preparing the budget for IS Services Operations, as well as prepare information systems technical business cases.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• Drive an increase in MTNN’s Net Promoter Score.
• Liaise with HR to ensure people issues – recruitment, resignations, leave – are properly resolved (access restriction, access termination or suspension) from the server
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
• Liaise with suppliers on service level agreements, KPI delivery and all its related issues and maintain VAS Systems performance KPIs
• Liaise directly with contractors and manage vendor relationships with respect to server hardware and software.
• Contribute to the development of IS Services strategies, providing a roadmap for future infrastructure development and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans.
• Direct activities of team of highly technical Infrastructure administrators and vendors in order to provide effective and efficient support for IS infrastructure.
• Develop and manage team’s objectives and plans and ensure alignment with overall business objectives.
• Manage the administration and support of all aspects of the IS infrastructure.
• Assist in defining and drafting policies, procedures and processes for the Client server support function.
• Project management on assigned projects requiring server deployment or support.
• Proactively review technical architecture, processes, documentation and oversee provisions and suppliers to ensure that services provided are aligned with business needs.
• Prepare management reports and metrics as required and utilize appropriate management tools to monitor operational service status against SLAs and make recommendations where necessary to ensure optimal performance.
• Manage new projects, technology deployments and upgrades into live environment minimising associated risk by ensuring they are carried out in a controlled, timely manner with minimum service downtime.
• Lead incident, problem and change management processes for IS operations related issues, and co-ordinate preparation of incident reports (as required).
• Co-ordinate Audit and Risk Management related issues/tasks for the IS operations infrastructure.
• Manage and monitor Disaster Recovery operations for IS infrastructure.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Job Condition    

• Normal MTNN working conditions
• May be required to work extended hours
• Often required to work extra hours and weekends
• Emergency response at any time during the day

Experience & Training
Education:

• First  degree in Electrical/Electronics, Computer Engineering or related discipline
• Fluent in English
• ITIL Foundation

Experience:

• 6-13 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  • Experience working in a medium to large organization
  • Hands-on experience in administrator of UNIX, Exchange, Storage, LAN, Windows platform, Desktop support etc.

Minimum Qualification    

• BA, BEd, BSc, BEng, BTech, HND or Other.