Manager, Contract Delivery and Governance at MTN Nigeria

Job Description    

• Enforce contract adherence by partners and manage vendors to deliver on agreed deliverables and quality standards.
• Responsible for Partner (Managed Services, TowerCo etc.) payment, SLA and KPI validations, reconciliations and signoffs.
• Contract coordination and administration
• Support the Shareholder return strategy by developing and implementing Network Group 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.
• 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.
• 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.
• Guide partners (Tower Co ,MS Vendors  etc.) and service providers  to focus on high priority areas for increasing KPIs and  Revenues
• Manage and maintain relationships with internal stakeholders and external partners.
• Exclusion claim review and validation
• Partner  Performance assessment routine performance reviews and governance
• Review Penalty and Service assurance claim initiation
• Ensure regular performance reports are received from E//MS
• Providing regular independent performance reports to Management on contract/partner performances and progress
• Monitor Contractual KPI, keep track of the values against Targets and conduct Periodic audit of contractual term and compliance
• Highlight and follow up with MS, critical network areas for improvement
• Ensure proper alignment MS KPI, categorization and terms review as stipulated in the contract
• Contractual  SLA & KPI reconciliation & sign off
• Payment Validations and Signoff
• Evaluate partner  and Service provider performance reports  for accuracy and consistency
• Benchmark performance of various partners/service providers  to engender effective competition for continued improvement
• Performance KPI /SLA  Vs Experience correlation
• Performance and revenue correlation
• 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.
• Identify training requirements of team members, develop program to address knowledge gaps and implement training interventions for retail participants to ensure adequate knowledge of MTNN products.

Job condition

• Normal MTNN working conditions
• May be required to work extended hours
• International and National travel

Experience & Training    
Education:

• First degree in computer science or electrical or equivalent
• Fluent in English
• certification in project management or  in a relevant discipline is preferable
• Masters Advantageous

Experience:

• Minimum  of 6 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
  • Experience working in a medium to large organization
  • Hands on experience in vendor/contract management preferably in a managed services environment
  • Experience in a telecomm industry - Quality/performance/Operations/Optimization/Planning  in the telecommunication sector

Training:

• Vendor management
• Project management
• Network Operation and maintenance
• Network performance quality assurance

Minimum qualification:

• BA, BEng, BTech, BSc, HND or Other