Job Description<\/p>\n
\tThe Head of Platform Operations is responsible for overseeing the management, support, and optimisation of all platforms and applications within the Converged Solutions (CS) division.\u00a0\u200b
\n\tThis role ensures that platform operations align with business objectives, drive operational efficiency, and maintain platform stability.\u00a0\u200b
\n\tThe Head of Platform Operations leads teams responsible for CS platforms and third-party applications, ensuring high performance, availability, and security across the entire technology ecosystem. Collaboration with Solution Engineering, third-party vendors, and internal stakeholders is essential for delivering continuous improvements and innovations.<\/p>\n
Responsibilities<\/p>\n
Strategic Leadership & Implementation\u200b<\/p>\n
\tFormulate and implement platform strategies, aligning the technology vision with business objectives for Converged Solutions.\u200b
\n\tLead the development of the BSS (Business Support Systems) Solution Architecture and ensure its scalability and flexibility across multiple markets.\u200b
\n\tDefine platform roadmaps and prioritize initiatives based on business needs, technology advancements, and operational requirements.\u200b
\n\tEnsure the platform strategy integrates seamlessly with broader IT and business strategies, driving value and efficiency.\u200b
\n\tRegularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.\u200b
\n\tDevelop and ensure execution of a strategic plan for effective platform and application first-line support. Set strategic goals for operational efficiency and increased productivity.\u200b
\n\tIntegrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions.\u00a0\u200b
\n\tProvide guidance and expertise with regards business plans and execution alignment to Regional performance.\u200b<\/p>\n
Platform Operations Delivery Excellence\u00a0\u200b<\/p>\n
\tLead team responsible for platform operations and oversee the management, deployment, and optimization of CS platforms and applications, ensuring high availability, scalability, and performance.\u200b
\n\tMonitor system health and performance metrics, proactively addressing potential risks and ensuring uptime.\u200b
\n\tEnsure platforms and applications meet the evolving needs of the business, identifying opportunities for upgrades and innovation.\u200b
\n\tWork closely with Solution Engineering teams, business lines, and other internal stakeholders to ensure platforms support current and future business requirements.\u200b
\n\tEngage with stakeholders across the organization to gather feedback, drive platform improvements, and align on business objectives.\u200b
\n\tFacilitate cross-functional collaboration to ensure smooth platform integration, updates, and deployments.\u200b
\n\tEstablish metrics and KPIs for platform performance, generating regular reports for leadership on system health, uptime, and operational efficiency.\u200b
\n\tTrack platform utilization, performance issues, and capacity planning to ensure systems meet current and future business demands.\u200b
\n\tProvide regular updates to executive leadership on platform operations, challenges, and ongoing improvements.\u200b
\n\tDevelop and maintain operational processes and frameworks that support the consistent delivery of high-quality services, ensuring that teams are prepared to manage both current and emerging customer needs.\u200b
\n\tDefine the standards and set targets across the Platform Operations area and identify the parameters for measurement of performance.\u200b
\n\tMaximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets\u00a0\u200b
\n\tAct on significant deviations from defined performance metrics.\u200b<\/p>\n
Vendor & Contract Management\u200b<\/p>\n
\tManage relationships with third-party vendors, ensuring delivery of services according to agreed-upon SLAs and performance standards.\u200b
\n\tLead contract negotiations and manage renewals for platform-related services, ensuring cost-effective and high-quality service delivery.<\/p>\n
Continuous Improvement\u200b<\/p>\n
\tAssume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Portfolio.\u00a0\u200b
\n\tParticipate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN\u2019s intellectual property and employer of choice brand towards the external marketplace.\u200b
\n\tIdentify and implement process improvements to optimize platform operations, reducing downtime, improving performance, and enhancing efficiency.\u200b
\n\tDrive automation initiatives to streamline platform management tasks and increase operational effectiveness.\u200b
\n\tStay current with emerging technologies and trends, integrating innovations that enhance platform capabilities and business performance.\u200b
\n\tResearch and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.\u200b<\/p>\n
Customer Experience and Satisfaction\u200b<\/p>\n
\tMonitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.\u200b
\n\tDevelop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.\u200b
\n\tCollaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.\u200b
\n\tEnsure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.\u200b
\n\tTrack and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.\u200b<\/p>\n
Cost Control\/ Budget Management\u200b<\/p>\n
\tForecast, plan, develop and review budgets that provide MTN with return on investment for Platform Operations and seek OPCO approval thereof\u00a0\u200b
\n\tDevelop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process\u200b
\n\tManage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.\u00a0\u200b
\n\tEnsure that the \u201ccost of operations\u201d is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources – maximise cost\/benefit ratios\u00a0\u200b
\n\tEnsure that all MTN company financial targets are met\u200b
\n\tEnsure Vendor & IT costs are effectively managed<\/p>\n
Governance, Policies and Procedures\u200b<\/p>\n
\tLead risk management initiatives to protect platform infrastructure from cyber threats, data breaches, and other security risks.\u200b
\n\tEnsure rapid response and resolution for platform incidents, implementing corrective actions to prevent future occurrences.\u200b
\n\tDevelop and oversee disaster recovery plans and business continuity strategies for critical platforms.\u200b
\n\tDesign policies that align with overall strategy\u200b
\n\tImplement efficient processes and standards within area of responsibility\u200b
\n\tEnsure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned\u200b
\n\tManage and provide solutions to escalations that have multiple processes \/ functions impact on critical path of service delivery\u200b
\n\tContinuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity\u200b
\n\tResponsible for a predictive risk view (financial and sales) from an MTN perspective\u00a0\u200b
\n\tCheck, analyse and understand regulatory and technological environments and shifts which impact the business, continuously.\u00a0\u200b<\/p>\n
\u200bPeople Leadership \/Management\u200b<\/p>\n
\tSet integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation\u200b
\n\tProvide technical, procedural and policy guidance to staff, colleagues , partners and vendors\u200b
\n\tAttract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment\u200b
\n\tCreate and implement personal development plans\u200b
\n\tDefine the KPAs and KPIs that will be cascaded down to each area\u200b
\n\tManage Performance and identify training needs. Coach and guide subordinates\u200b
\n\tEnable and model healthy employee relations and collaborative teamwork\u200b
\n\tManage diversity, develop, and embed an Employment Equity plan for the business area\u200b
\n\tContribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management\u200b
\n\tAct as an ambassador for the team by living the values and vital behaviours and changing and influencing employees\u2019 behaviour\u200b<\/p>\n
Qualifications<\/p>\n
\t3-year degree equivalent\/4-year tertiary qualification (Technical\/ Commercial) or related\u200b
\n\tMasters degree advantageous\u200b
\n\tFluent in English<\/p>\n
Experience<\/p>\n
\tMinimum of 10 years in platform operations, software application management, or IT infrastructure.\u200b
\n\tProven track record of leading teams and managing platform operations within a large, complex organization.\u200b
\n\tExperience working with third-party vendors and managing platform-related contracts.\u200b
\n\tStrong background in both on-premise and cloud-based platforms and applications.\u200b
\n\tFamiliarity with telecommunications or ICT industries is highly advantageous.<\/p>\n
Apply Before 10\/30\/2025<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.mtn.com ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"MTN","_company_website":"http:\/\/www.mtn.com","_company_tagline":"MTN Group Limited entered the telecommunications scene at the dawn of South Africa\u2019s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital servi... read moreces to markets across Africa and the Middle East. Through our extensive investment in advanced communication infrastructure over the past two decades, the talent and experience of our people, as well as the strength of our brand, we have grown to now have a presence in 24 countries, connecting over 231.0 million people. We offer an integrated suite of communications products and services, including traditional mobile voice and data, digital and mobile financial services as well as enterprise services. MTN continues to believe in the investment potential of emerging markets and thus deliver quality services that respond to our customers\u2019 present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients\u2019 lives a whole lot brighter, as we lead the delivery of a \"bold, new Digital World\u201d. MTN Group Limited Innovation Centre 216 14th Avenue Fairlands","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-22133","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/22133","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=22133"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=22133"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=22133"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}