SEHOD Technology Operations

Job Description

Role purpose

The Head of Technology Operations will manage and steer the Technology Operations function to achieve Best Customer Experience and Efficiency for Consumer and Enterprise. The role will drive efficiencies through automation/AI and by maximizing the use of Vodacom Group’s operational capabilities (including but not limited to Africa-SOC, MPA,…etc). Scope includes operational ownership of all the company’s network and IT platforms and services.

Key accountabilities and decision ownership

• Corrective and preventive maintenance of all network and IT assets as per defined maintenance policies and procedures (including field maintenance). Network includes Mobile, Fixed and Infrastructure assets.
• 24/7/365 Network and IT service operation to ensure high availability of all platforms, applications, and services. Shadow IT and Shadow Operations must be eradicated to ensure has end-to-end ownership
• Continuous improvement of all operational KPIs, service quality and reduction of customer complaints based on analytics and end-to-end troubleshooting for both consumer and enterprise customers
• Operate Service Desk to Internal IT users, support Customer operations, and provide technical support to Enterprise customers.
• Achieve Operational Excellence by driving automation and maximizing capabilities provided by other Group affiliates (A-SOC and MPA). Co-create additional automation use cases for Vodacom DRC with A-SOC team
• Ensure that in-country OSS platforms remain compliant to ASOC platform requirements
• Manage the Opex and Capex Operations budget and work to introduce YoY efficiencies.

Core competencies, knowledge, and experience

• 18+ years management experience in an ICT and / or Telecoms IT & Network environment, of which at least 7 years in leadership capacity.
• Effective management of a complex organization of professionals and other stakeholders (A-SOC, MPA, vendors) providing leadership, problem solving and fast decision making.
• All-round knowledge of IT, Digital, mobile and fixed technologies across the Consumer and Business customer base.
• Ability to build and maintain a strong team with the right expertise and qualities.
• Ability to work under pressure in a dynamic business environment.

Must have technical / professional qualifications

• University Degree such as BSc in Telecom
• Post graduate studies preferably MBA and Automation/AI studies
• Strong business and finance acumen

Key performance indicators

• Best Customer Experience (Network NPS, Availability, Data Experience, Voice Experience, Transaction Success Rates, Digital Engagement, Customer Complaints)
• Lead in Efficiency (Technology OPEX, Site Productivity) Direct reports: 7 to 8