Job Description:
MTN is seeking a highly experienced and strategic Senior Manager – Head of Platform Operations to oversee the management, support, and optimization of platforms and applications within the Converged Solutions (CS) division. This leadership role is responsible for ensuring platform operations align with business objectives, driving operational efficiency, and maintaining platform stability across our technology ecosystem. The ideal candidate will lead teams that manage CS platforms and third-party applications, ensuring top-tier performance, availability, and security. The role involves close collaboration with Solution Engineering, third-party vendors, and internal stakeholders to deliver continuous improvements and innovative solutions.

Key Responsibilities:

Strategic Leadership & Implementation

• Develop and implement platform strategies that align the technology vision with MTN’s business goals for Converged Solutions.
• Lead the creation and scaling of the BSS (Business Support Systems) Solution Architecture to meet multi-market demands.
• Define platform roadmaps, prioritizing initiatives based on business needs, technological advancements, and operational requirements.
• Ensure seamless integration of platform strategies with IT and business plans, driving efficiency and business value.
• Regularly refine platform strategies to stay competitive, leveraging emerging technologies and evolving customer needs.
• Lead the execution of platform and application first-line support strategies, ensuring operational goals and productivity are met.
• Foster synergies across business units and ensure alignment with governance requirements, both regionally and globally.

Platform Operations Delivery Excellence

• Oversee platform operations, focusing on deployment, management, and optimization of CS platforms and applications.
• Monitor system health, proactively addressing risks to maintain high uptime and performance.
• Collaborate with Solution Engineering and business teams to ensure platforms support evolving business needs.
• Establish performance metrics and KPIs for platform operations, generating regular reports for leadership on system health and operational efficiency.
• Identify opportunities for upgrades, enhancements, and automation to improve operational effectiveness.
• Drive cross-functional collaboration to ensure smooth platform updates, deployments, and integrations.

Vendor & Contract Management

• Manage relationships with third-party vendors, ensuring SLAs and performance standards are consistently met.
• Lead contract negotiations and manage renewals to ensure cost-effective and high-quality service delivery.

Continuous Improvement

• Stay abreast of industry trends, integrating innovative practices to enhance platform capabilities and performance.
• Lead automation initiatives and process improvements to reduce downtime, enhance performance, and drive operational efficiencies.
• Participate in communities of practice and industry conferences to share knowledge and elevate MTN’s reputation in the market.

Customer Experience & Satisfaction

• Analyze customer feedback (CSAT, NPS) to identify trends and opportunities for platform and service improvements.
• Develop and implement strategies to enhance customer satisfaction and resolve pain points in the customer journey.

Cost Control & Budget Management

• Develop and manage the budget for Platform Operations, ensuring a strong ROI and alignment with MTN’s financial goals.
• Monitor costs and optimize resources to meet financial targets while adhering to a least-cost operating strategy.

Governance, Policies, and Procedures

• Lead risk management initiatives to protect platform infrastructure from cyber threats and data breaches.
• Oversee disaster recovery and business continuity plans for critical platforms.
• Ensure compliance with company policies and regulatory requirements, continuously improving processes and mitigating risks.

People Leadership & Management

• Set goals and objectives for the team, driving a high-performance culture and aligning with future-focused organizational goals.
• Provide technical and leadership guidance, ensuring the development and retention of talent within the team.
• Foster diversity and inclusion, embedding an Employment Equity plan for the business unit.
• Model and promote a culture of continuous improvement, accountability, and performance.

Qualifications & Experience:

• 3-year degree in a technical/commercial field (required); Master’s degree preferred.
• Minimum of 10 years’ experience in platform operations, software application management, or IT infrastructure.
• Proven leadership experience in managing platform operations within large, complex organizations.
• Strong background in both on-premise and cloud-based platforms and applications.
• Experience working with third-party vendors and managing platform-related contracts.
• Telecommunications or ICT industry experience is highly advantageous.

Skills & Tools:

• Monitoring & Reporting Tools
• Platforms & Systems
• Project Management Tools