The Service Manager is responsible for implementing and monitoring service management activities that identify, define, manage, and retire Group ICT Platforms and Services. The role ensures all service support and service delivery actions meet MTNs business needs and requirements and overall MTN customer satisfaction.

The Service Manager is accountable for the following objectives:

• Enable and champion an ICT service culture, ensuring the implementation of the ICT Strategy and Plans within the operations, in line with ICT Service Management best practice, policies and procedures and ensuring alignment of Service
• Management to MTN business needs.
• Develop and maintain an appropriate Service Level Management (SLM) structure for the Service Delivery and enforce the implementation of service management processes and controls in line with this structure to ensure quality is maintained and business objectives are met.
• Define services, ensure services are delivered within the Global Operation Center in accordance with agreed business requirements, and manage the service lifecycle.
• Ensure perspectives from customer/business, client, support, technical, policy, and security are represented in the definition and evolution of services to ensure that services continue to meet the needs of the customer and respond to technological changes and advances.
• Develop and maintain a Global Platform Services Catalogue describing all existing services offered by MTN Technology, including costs for different tiers of service performance
• Coordinate Service Level Agreement (SLA) /Organisation Level Agreement (OLA) creation, reviews, and updates and review third party underpinning agreements, SLA and OLA targets and metrics where necessary.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to services to improve metrics.
• Coordinate the daily administration (including any referral or escalation as may be necessary) of Service Management issues which arise.
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction.
• Analyze, review and provide regular reports on service performance and achievement to the Senior Manager Service Delivery.
• Perform other duties as directed by The Senior Manager Service Delivery.

Key Deliverables

• Service Level Management (SLM) structure for the Service Delivery
• Global Platform Services Catalogue
• Service Performance Monitoring and Reporting
• Continuous Improvement

Education:

• Bachelor’s degree in Information Technology
• Relevant IT Certifications is an added advantage
• English, French and Arabic (as advantage)

Experience:

• Minimum 5 years of relevant work experience with at least three (3) years in a supervisory position
• Worked across diverse cultures and geographies advantageous
• Knowledge of IT Security/ Information and Application Protection and Network Administration
• Experience working in a small to medium organization
• Experience in global/multinational enterprise, coupled with working in emerging markets
• Excellent communication skills across verbal, written, and presentation and experience of presenting to senior customers