Senior Manager: Service & Network Operations, Accra, MTN

Senior Manager: Service & Network Operations, Accra, MTN

Role Responsibilities/ Responsabilités du rôle

Mission/ Core purpose of the Job

The Senior Manager: Service & Network Operations will form a part of a highly-skilled group of IT and management experts responsible for the operational L1 customer facing, support, reporting and service delivery of the GlobalConnect global infrastructure. The role will be responsible for the overall product L1 support strategy. The position will furthermore be responsible for the customer facing Service Management functions within GlobalConnect

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

The Senior Manager: Service & Network Operations will be accountable to achieve the following objectives:

Leading all operational aspects of design and operations by ensuring stable, robust and scalable operational processes to support delivery models

Ensure and monitor that processes are in place to pro-actively protect consistent service quality to meet contract expectations through acceptable controls and service procedures in line with agreed upon process and standards

Lead a team of experts and virtual teams around the world that are tasked to identify strategic partners for delivery of new products and services that can be implemented across the GC customer base and to monitor performance delivery on GC IT assets

Manage overall support lifecycle for wholesale solutions and products

Interface with the wholesale solutioning team in support of large or strategic opportunities, especially in the definition of SLAs to be provided

Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers

Produce documentation of service: marketing manuals, annexes to contracts (Service Description, Manual of Operations, Pricing, Terms of Service), training documentation and business presentations

Creating and implementing standardized processes within the business unit and improving on existing methodologies, including departmental structures and organizational improvements

Mentor technical experts and subordinate business units on the wholesale and international fixed connectivity network set-up and requirements

Coordinate and schedule resources for service requests, within the wholesale team and across GC landscape when required

Be the key contact for key customers as the Service Operations Centre expert and service assurance lead

Support in the review and management of the customer service requests to ensure all they are correctly prioritized, scheduled and moved through the system as desired

Set team goals in alignment with MTN GC objectives and assist direct reports in the definition and attainment of individual goals

Ensure that direct reports have the resources, information, and processes necessary to deliver effective and timely technical solutions to our customers

Accountable for the GC Customer Service management, governance and reporting

Responsibility and accountability for the service quality, processes and performance management internally and for 3rd parties / Vendors

Develop and maintain support procedures and policies

Job Requirements (Education, Experience and Competencies)


BCom or BS degree (preferably in Business or Computer Science) (essential)

Master’s degree in Business or equivalent (desired)


8+ years in relevant experience in the operations and support space

3+ years managerial experience preferably within the international infrastructure wholesales business

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