Senior Manager - Technical Operations and Delivery

Responsible for enabling Service delivery and support in the OpCo. The role Manages sustainable and stable day to day operations across technology support functions & participates in transformational initiatives as related to Service Delivery.
This includes the ongoing definition and improvement of service management processes and supporting tools.
The role participates in the creation of leading indicators that allow proactive actions within the overall IT landscape of the FinCo. The role leads teams across the below sub-functions:

Key Duties and Responsibilities:
API & Integrations
Responsibilities
Strategy Development and ImplementationAbide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy Ensure effective implementation of the functional strategy Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystemStaff Leadership and ManagementSource, induct and manage talent in accordance with legislative guidelines and directives from the Chief Information OfficerContinually develop a culture of strong collaboration and effective team workingEnsure open communication channels with staff and implement change management interventions when required, and under supervision from the Chief Information Officer Provide definition of roles, responsibilities, individual goals and performanceobjectives for the teamSet KPIs and provide regular performance feedback through a well-defined and implemented performance review programAssist in the development and implementation of a training plan in order to build and develop skills within the teamPerformance manage resources in accordance with HR policy and legislation where necessaryPromote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governanceGovernance Strategic MeetingsParticipate in strategic meetingsSupport function wide transformation initiatives. Elicit inputs from relevant parties, when requiredImplement adequate risk mitigation and controls, with directions from the Chief Information Officer Manage approval process from Chief Information Officer on new initiativesWork with approved budget for internal projects, under direction from the Chief Information Officer. Where required, also provide inputFacilitate preparation of proposal on change initiatives SLA, policies, and proceduresEscalationsEscalate issues that will result in severe time, scope, productivity, and cost or resource impact to Chief Information OfficerManage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Chief Information Officer apprised of the sameFunction TacticalProvide inputs, when required, and execute all projects initiated in the functionAssist in establishing objectives, targets, and budgets for the functionIdentify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Chief Information OfficerPrepare documentation for sign-off / making decisions regarding tactical changes; apprise Chief Information Officer of changes made without approvalPerformanceMonitor performance and alignment with divisional strategySLA approval and exception performance review ReportingReport daily to the Chief Information Officer relating to progress made within the function and in accordance with the measurement metrics set by the organisationReport on an ad hoc basis on specific projects, as requiredBudgetsAssist in managing function’s budgets in line with business objectives, when requiredAssist in managing project initiative budgets in line with business objectives, when requiredOperational DeliverySub-Functional Leadership: As the sub-functional leader of the Technical Operations vertical, the role is accountable to:Align the results of the vertical, collectively, and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied withMeasure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals Delivery Leadership: As the leader of Technical Operations & Delivery vertical, the role is accountable for the following work area outcomes:Strategy & Analytics, Budgeting, Data and ReportingImplement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the sameComply with the set governance mechanisms, under supervision from the functional lead and ensure team does the sameCascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Chief Information OfficerEvaluate the efficiency and effectiveness of Technical Operations & Delivery strategies, propose and offer suggestions for improvementsTechnical Operations & Delivery Key Tasks:Responsible for all process and procedures associated with Technical Operations & Delivery in the OpCoMonitor Enterprise services and systems availability as per SLAEmbrace standard structured and efficient ITIL processes to optimize resource allocation and customer experiences, while driving improvements to those same processes.Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable Accountable for the delivery and results of internal vendor provided IT solutions to the OpCoSupport Group and oversee all testing release and change configurations within the OpCo happens seamlessly.Proactively prepare OpCo systems and processes such that the new solutions are adopted with minimal disruption to businessSupport group in managing all APIs in the OpCo environment and ensuring seamless integrations of the APIsManagement & completion of standard operational tasks (E.g. log reviews, backups, ticket reviews, issues etc.)Manage & provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements, Patch management, Service request management etcAssist in longer-term applications strategy, including investigation of new systems and planning of upgradesEnsure programme and task deadlines for team are met, and maintain high performance on SLAsEngage with the business users and ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issuesContribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendationsLiaise with network administrators and software engineers to assist with quality assurance; program logic and data processingCreate and maintain all process, procedural, and quality control activities required to ensure superior delivery of Technical Operations & Delivery to all OpCo employeesManage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support Technical Operations & Delivery is properly capturedWork with vendors/service providers to track, manage and resolve the root cause of major or recurring chronic problems and incidentsManage to resolve high and urgent severity incidents to restore service as quickly as possible after an incident occursProvide post-mortem services such as reporting, coordinate meetings if necessary, for root-cause analysis and facilitating final solution implementationResponsible for the establishment and adherence to IT Service and IT Operational Level Agreements for all services deliveredWhere required, escalate unsolvable issues to Chief Information Officer in a timely mannerOther tasks and duties, as assignedManagerial / Supervisory ResponsibilitiesAccountable for the morale, performance, and development of the function’s human capitalCascade and socialize work structure processes to enable adoption by the teamCoach and mentor direct reportsEnsure assigned team is led, motivated, and rewarded to achieve KPA’sEnsure that coaching / mentoring programs and personal development plans are in place for all staff membersEnsure effective management of diversity among personnel in the functionIdentify staff training and development needs and implement necessary actions, in collaboration with HRMotivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlinesPossess the authority, presence, and integrity to command respect from colleagues and from external contactsProvide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR

Qualifications, Skills and Experience:

4-year Engineering, Computer Science (or related) DegreeMasters in Business Administration is advantageousExperience:A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial roleExperience in Fintech, banking or Telecom is preferred Experience in IT Service delivery/management within the financial sector or banking industryKnowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred
Competencies:
Functional Knowledge:ITSM and ITIL framework knowledgeIncident management and root cause analysisSLA and OLA managementVendor managementTesting, release and change managementAPI portfolio and integrations
Skills/Physical Competencies
Relationship/people managementAnalytical thinkingContinuous improvementData interpretationDelivery focusedPresentation Relationship building
NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.
Female candidates are strongly encouraged to apply