Manager – Service Operations, Gestionnaire – Opérations de services, Douala, MTN

Manager – Service Operations, Gestionnaire – Opérations de services, Douala, MTN

Role Responsibilities/ Responsabilités du rôle

“Mission/ Core purpose of the Job –

– Coordinate and Carry out activities, functions and processes required to deliver and manage all services offered by Technology at agreed level to business users and customers

– The incumbent is responsible for the ongoing management of the technology that is used to deliver and support the services

“Key Job Responsibilities

Operational Delivery

 Responsible for ensuring services stability in maintained in the whole lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

 Ensure robust end to end operational practices are applied by the whole Technology

 Ensure business as usual day to day operational activities are carried out in a timely and reliable way: from customer viewpoint, service operation is where actual value of the service is seen

 Responsible for operational validation of new services before moving new services, site or nodes into production

 Help improve the Quality of Technology Services through sound management processes

 Ensure alignment of Technology Team to Standard ITIL, QMS

 Drive Technology delivery in a way to demonstrate the return on investment and measurable value to business

 Offer a common practice to multiple vendors and Delivery Team

 Ensure that the underlying service delivery and support infrastructure is optimized to provide continuous value and service to internal and external customers. Effective operations teams must first work to prevent problems

 Offers a catalog of services to internal customers and focuses on the well-planned capabilities, functions, processes, and controls that need to be in place to provide continuous utility to the business based on the promised warranties and service level agreements (SLAs)

 Ensure measurements are in place to evaluate the experience from a user perspective

 Ensure Operations are agile and high performing to prevent users for seeking alternate solutions to enable business outcomes, introducing new risks and complexities

 Continuously to incorporate and integrate Digital channels with Technology Service Management (ITSM) solutions to enable the service desk and front office to easily and seamlessly engage with the user.

 Take a strategy approach for improvement initiatives; the results should be designed and transitioned into operations effectively and efficiently

 Provide users with an excellent experience at work using their end user devices and other digital equipment to be successful

Strategy Implementation

 Assist in the creation of sub-divisional strategy in line with overarching divisional goals

 Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support.


 Provide input into the review of reports monthly from the CoE relating to progress made in the change performance and in accordance with the measurement metrics set by the organisation

 Review reports on specific business requests as per the defined timelines as and when necessary


 Minimum first-Degree Engineering (Industrial/Mechanical/Electronic/ Information Systems)

 Master Degree in a relevant discipline will be an added advantage.

 Fluent in French and/or in English


–  Minimum Five (5) years’ experience in managing large and complex group of people in the Telecommunications industry or high technology environments with experience in supervising/managing others in transversal;

 At least Five (5) years of relevant exposure to Service Management role including IT and Telecoms standards and processes

 Experience in developing, implementing and evaluating business processes and procedures related to document and record management

 Proven experience of leading a project with budget above 10 million XAF


  • Service Management software.
  • IT Service Management disciplines.”

“Skills/ competencies:

  • Effective customer service
  • Effective communication
  • Operationally Astute
  • Emotional Intelligence
  • Culture and Change Champion
  • Results Achiever
  • Conceptual Thinker
  • Problem Solver
  • Improvement Driver
  • Supportive People Manager
  • Relationship Manager
  • Ability to work effectively with clients, management and staff members
  • Good interpersonal skills for written, oral and face to face communications


  • Telecommunications field and convergence services
  • A good understanding of operational management principles
  • Ability to understand how the IT technology supports the business
  • Good understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
  • Business Processes Automation
  • Good understanding of organizational dynamics “

“Behavioral qualities:

  • Unify people/Build a team
  • Plan work
  • Monitor work
  • Problem solving”

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