Senior Manager - Head of Platform Operations.ICT Center of Excellence

The Head of Platform Operations is responsible for overseeing the management, support, and optimisation of all platforms and applications within the Converged Solutions (CS) division. ​

This role ensures that platform operations align with business objectives, drive operational efficiency, and maintain platform stability. ​

The 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.

Strategic Leadership & Implementation​

Formulate and implement platform strategies, aligning the technology vision with business objectives for Converged Solutions.​

Lead the development of the BSS (Business Support Systems) Solution Architecture and ensure its scalability and flexibility across multiple markets.​

Define platform roadmaps and prioritize initiatives based on business needs, technology advancements, and operational requirements.​

Ensure the platform strategy integrates seamlessly with broader IT and business strategies, driving value and efficiency.​

Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.​

Develop and ensure execution of a strategic plan for effective platform and application first-line support. Set strategic goals for operational efficiency and increased productivity.​

Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions. ​

Provide guidance and expertise with regards business plans and execution alignment to Regional performance.​

​

Platform Operations Delivery Excellence ​

Lead team responsible for platform operations and oversee the management, deployment, and optimization of CS platforms and applications, ensuring high availability, scalability, and performance.​

Monitor system health and performance metrics, proactively addressing potential risks and ensuring uptime.​

Ensure platforms and applications meet the evolving needs of the business, identifying opportunities for upgrades and innovation.​

Work closely with Solution Engineering teams, business lines, and other internal stakeholders to ensure platforms support current and future business requirements.​

Engage with stakeholders across the organization to gather feedback, drive platform improvements, and align on business objectives.​

Facilitate cross-functional collaboration to ensure smooth platform integration, updates, and deployments.​

Establish metrics and KPIs for platform performance, generating regular reports for leadership on system health, uptime, and operational efficiency.​

Track platform utilization, performance issues, and capacity planning to ensure systems meet current and future business demands.​

Provide regular updates to executive leadership on platform operations, challenges, and ongoing improvements.​

Develop 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.​

Define the standards and set targets across the Platform Operations area and identify the parameters for measurement of performance.​

Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets ​

Act on significant deviations from defined performance metrics.​

​

Vendor & Contract Management​

Manage relationships with third-party vendors, ensuring delivery of services according to agreed-upon SLAs and performance standards.​

Lead contract negotiations and manage renewals for platform-related services, ensuring cost-effective and high-quality service delivery.

​

Continuous Improvement​

Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Portfolio. ​

Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace.​

Identify and implement process improvements to optimize platform operations, reducing downtime, improving performance, and enhancing efficiency.​

Drive automation initiatives to streamline platform management tasks and increase operational effectiveness.​

Stay current with emerging technologies and trends, integrating innovations that enhance platform capabilities and business performance.​

Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.​

​

Customer Experience and Satisfaction​

Monitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.​

Develop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.​

Collaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.​

Ensure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.​

Track and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.​

​

Cost Control/ Budget Management​

Forecast, plan, develop and review budgets that provide MTN with return on investment for Platform Operations and seek OPCO approval thereof ​

Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process​

Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. ​

Ensure that the “cost of operations” 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 ​

Ensure that all MTN company financial targets are met​

Ensure Vendor & IT costs are effectively managed

Governance, Policies and Procedures​

Lead risk management initiatives to protect platform infrastructure from cyber threats, data breaches, and other security risks.​

Ensure rapid response and resolution for platform incidents, implementing corrective actions to prevent future occurrences.​

Develop and oversee disaster recovery plans and business continuity strategies for critical platforms.​

Design policies that align with overall strategy​

Implement efficient processes and standards within area of responsibility​

Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned​

Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery​

Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity​

Responsible for a predictive risk view (financial and sales) from an MTN perspective ​

Check, analyse and understand regulatory and technological environments and shifts which impact the business, continuously. ​

​

​People Leadership /Management​

Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation​

Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors​

Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment​

Create and implement personal development plans​

Define the KPAs and KPIs that will be cascaded down to each area​

Manage Performance and identify training needs. Coach and guide subordinates​

Enable and model healthy employee relations and collaborative teamwork​

Manage diversity, develop, and embed an Employment Equity plan for the business area​

Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management​

Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’ behaviour​

3-year degree equivalent/4-year tertiary qualification (Technical/ Commercial) or related​

Masters Degree Advantageous​

Fluent In English

Experience

Minimum of 10 years in platform operations, software application management, or IT infrastructure.​

Proven track record of leading teams and managing platform operations within a large, complex organization.​

Experience working with third-party vendors and managing platform-related contracts.​

Strong background in both on-premise and cloud-based platforms and applications.​

Familiarity with telecommunications or ICT industries is highly advantageous.​