The Technical Operations & Delivery is responsible for enabling Service delivery and support in MTN Mobile Money Uganda. 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.

Main Job Functions:
Strategy Development and Implementation
• Abide 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 ecosystem
Staff Leadership and Management
• Source, induct and manage talent in accordance with legislative guidelines and directives from the Head Information Technology
• Continually develop a culture of strong collaboration and effective team working
• Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Head Information Technology
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Assist in the development and implementation of a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation where necessary
• Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
Governance
Strategic Meetings
• Participate in strategic meetings
• Support function wide transformation initiatives. Elicit inputs from relevant parties, when required
• Implement adequate risk mitigation and controls, with directions from the Head Information Technology
Manage approval process from Head Information Technology on new initiatives
• Work with approved budget for internal projects, under direction from the Head Information Technology. Where required, also provide input
• Facilitate preparation of proposal on change initiatives SLA, policies, and procedures
Escalations
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Head Information Technology
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Head Information Technology apprised of the same
Function Tactical
• Provide inputs, when required, and execute all projects initiated in the function
• Assist in establishing objectives, targets, and budgets for the function
• Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Head Information Technology
Prepare documentation for sign-off / making decisions regarding tactical changes; apprise Head Information Technology of changes made without approval
Performance
• Monitor performance and alignment with divisional strategy
• SLA approval and exception performance review
Reporting
• Report on a daily basis to the Head Information Technology relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required
Budgets
• Assist in managing function’s budgets in line with business objectives, when required
• Assist in managing project initiative budgets in line with business objectives, when required
Operational Delivery
Sub-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 with
• Measure 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 Reporting
• Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same
• Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same
Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Head Information Technology
• Evaluate the efficiency and effectiveness of Technical Operations & Delivery strategies, propose and offer suggestions for improvements
Technical Operations & Delivery Key Tasks:
• Responsible for all process and procedures associated with Technical Operations & Delivery in the OpCo
• Monitor Enterprise services and systems availability as per SLA
• Embrace 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 OpCo
• Support 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 business
• Support group in managing all APIs in the OpCo environment and ensuring seamless integrations of the APIs
• Management & 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 etc
• Assist in longer-term applications strategy, including investigation of new systems and planning of upgrades
• Ensure programme and task deadlines for team are met, and maintain high performance on SLAs
• Engage with the business users and ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issues
• Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendations
• Liaise with network administrators and software engineers to assist with quality assurance; program logic and data processing
• Create and maintain all process, procedural, and quality control activities required to ensure superior delivery of Technical Operations & Delivery to all OpCo employees
• Manage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support Technical Operations & Delivery is properly captured
• Work with vendors/service providers to track, manage and resolve the root cause of major or recurring chronic problems and incidents
• Manage to resolve high and urgent severity incidents in order to restore service as quickly as possible after an incident occurs
• Provide post-mortem services such as reporting, coordinate meetings if necessary, for root-cause analysis and facilitating final solution implementation
• Responsible for the establishment and adherence to IT Service and IT Operational Level Agreements for all services delivered
• Where required, escalate unsolvable issues to Head Information Technology in a timely manner
• Other tasks and duties, as assigned
Managerial / Supervisory Responsibilities
• Accountable for the morale, performance, and development of the function’s human capital
• Cascade and socialize work structure processes to enable adoption by the team
• Coach and mentor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions, in collaboration with HR
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR

Job Requirements (Education, Experience and Competencies)
Education:
• 4-year Engineering, Computer Science (or related) Degree
• Master’s in business administration is advantageous
Experience:
• A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
• Experience in Fintech, banking or Telecom is preferred
• Experience in IT Service delivery/management within the financial sector or banking industry
• Knowledge 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 knowledge
• Incident management and root cause analysis
• SLA and OLA management
• Vendor management
• Testing, release and change management
• API portfolio and integrations

Skills
• Relationship/people management
• Analytical thinking
• Continuous improvement
• Data interpretation
• Delivery focused
• Presentation