Summary
Date Posted: Thursday, June 23, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Mission/ Core purpose of the Job
The IT Service Management is responsible for enabling IT service delivery and support in MTN Mobile Money Uganda. The role participates in transformational initiatives as related to ITSM. This includes the ongoing definition and improvement of service management processes and supporting tools. Processes include incident, change, problem, configuration, request and service level management processes. The role participates in the creation of leading indicators that allow proactive actions within the overall IT landscape of MTN Mobile Money Uganda

Main Job Functions:
The Manager IT Service Management will be accountable to achieve the following objectives:
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 of 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 of 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 of Information Technology
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs
• Manage approval process from Head of Information Technology on new initiatives
• Work with approved budget for internal projects, under direction from the Head of 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 of Information Technology
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Head of 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 of Information Technology
• Prepare documentation for sign-off / making decisions regarding tactical changes; apprise Head of 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 of 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 IT Service Management 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 delivery leader of the IT Service Management 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 of Information Technology
• Evaluate the efficiency and effectiveness of IT Service Management strategies and propose and offer suggestions for improvements
IT Service Management Operations
• Responsible for all process and procedures associated with IT Service Management in the OpCo
• 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
• Create and maintain all process, procedural, and quality control activities required to ensure superior delivery of IT Service Management to all OpCo employees
• Manage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support IT Service Management is properly captured
• Work with vendors/service providers in order to track, manage and resolve the root cause of major or recurring chronic problems and incidents
• Ensure proper communication of scheduled system outages to functions within the OpCo
• 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
• Produce and/or contribute to all System and Service availability reports and dashboards in accordance with Service Level Agreements. Manage all vendors to ensure compliance of contractual SLA’s
• 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 of Information Technology in a timeous 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 cataloguing
• 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
• Relationship building

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

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