Head, IT Application Management at T2 (Formerly 9Mobile)

Job Summary 

The Head of IT Application Management is responsible for the strategic and operational leadership of Business Support Systems (BSS), Enterprise Support Systems (ESS), Charging, and Billing functions. This role ensures the availability, performance, and scalability of mission-critical systems that support customer engagement, revenue generation, and enterprise processes. The role is central to driving operational efficiency, ensuring regulatory compliance, fostering vendor partnerships, and supporting business transformation initiatives.

Roles and Responsibilities

Strategy and Planning

• Develop and implement the vision, objectives, and roadmap for application management, aligned with business and technology goals.
• Translate strategy into actionable plans and ensure execution across teams.
• Drive innovation and modernization of the application landscape, with a focus on automation, cloud, and data analytics.

Operational Oversight

Provide end-to-end oversight of the following domains:

• BSS (Business Support Systems):
• CRM systems
• Mobile Number Portability (MNP) platforms
• Contact Center (e.g., AVAYA)
• SIM Registration and KYC platforms
• Workforce Management Systems

ESS (Enterprise Support Systems):

• ERP platforms
• Big Data Analytics and Business Intelligence systems
• Campaign Management Systems
• Sales Management Tools (SMT) and order management for airtime and device distribution

Billing and Revenue Assurance:

• Charging and billing platforms (prepaid, postpaid, hybrid)
• Fraud and revenue assurance systems
• Roaming and interconnect billing operations

Compliance and Quality Assurance

• Ensure all platforms and operations meet local regulatory standards (e.g., NCC, NIMC, FIRS, DSS).
• Champion ITIL-based service management and governance best practices.
• Drive continuous improvement through process re-engineering and performance analysis.

Financial and Risk Management

• Manage budgets, optimize costs, and ensure fiscal accountability.
• Develop and maintain disaster recovery and business continuity strategies.
• Oversee audits and compliance initiatives to mitigate operational risks.

Vendor and Stakeholder Engagement

• Manage third-party service providers and OEMs to ensure SLAs and contractual obligations are met.
• Collaborate with internal stakeholders including the CTIO, IT Director, and Executive Management to align IT services with business priorities.
• Represent IT in strategic forums and regulatory engagements.

People Leadership

• Build, mentor, and manage high-performing cross-functional teams.
• Promote a culture of ownership, accountability, innovation, and continuous learning.
• Lead workforce planning, succession development, and performance management initiatives.

Reporting and Communication

• Deliver executive-level reports and dashboards to facilitate strategic decision-making.
• Present project updates, operational performance, and system health insights to leadership and the board.

Additional Duties

Execute tasks and projects as assigned by the Director of IT, including cross-departmental initiatives

Education and Experience

• Bachelor’s degree in computer science, Engineering, Information Systems, or related discipline (required).
• Master’s degree in a relevant field is an added advantage.
• Minimum of 12 years' progressive experience in IT leadership within the telecommunications sector.
• Proven experience managing diverse application portfolios, including CRM, ERP, billing, and analytics platforms.
• Strong background in application development, software lifecycle management, and systems integration.
• In-depth knowledge of ITIL, Agile/Scrum, and project management methodologies (e.g., PMP, Prince2).
• Hands-on experience with big data, business intelligence, and data governance.
• Familiarity with cloud platforms, digital transformation, and cybersecurity best practices.