Manager, IT Operations

The Business Operations Manager acts as the single point of contact 24x7 across IT for Level 2 & 3 Application Support. Supports crucial business applications across Mobile (Prepaid + Postpaid) and Fixed services. He/she will Provide BSS application support as well as Billing Operations. He/she will drive operational initiatives to reduce cost of IT operations, while increasing availability and improving quality, and NPS. He/she will act based on predefined service level targets and functions as a level of escalation between the local OpCo’s, central teams and managed service providers.

Key Responsibilities Manage everyday Level 2 & 3 Support to ensure the specified KPI's are always met Provide BSS as a Service support to external customers as a standalone line of Business. Manage execution of all Bill Cycles and Bill Run days. Develops effective and productive working relationships with key stakeholders to ensure delivery of excellent customer service across all functions. Accountable for overseeing operational service reviews, to receive feedback on the team performance, that can be used to generate enhanced working practices and improved inter-working relationships. Manage everyday Production Deployments. Review and challenge working practices and performance with a view to improving processes, procedures and general levels of service that ensure operational improvement to promote a “continuous improvement” culture. Works collaboratively with IT vendors to ensure the managed service providers are delivering against all contractual and commercial agreements, seeking service credits where service falls below the agreed standard. Ensure the team processes, procedures and working practices comply with chosen regulatory standards, company policies and best practice (e.g. ITIL, Lean) methodologies. Work closely with problem managers/service managers to ensure follow up RCA's

Key Accountabilities SLA & KPI Adherence : Accountable for the consistent achievement of all Level 2 and Level 3 support KPIs and Service Level Agreements. Billing Cycle Integrity : Ultimately accountable for the accuracy, timeliness, and successful completion of all production billing cycles and bill runs. External Service Delivery : Accountable for the operational success, stability, and customer satisfaction of the BSS as a Service commercial offering. Vendor & MSP Performance : Accountable for holding Managed Service Providers (MSPs) and vendors to their contractual and commercial obligations, including securing service credits for performance failures. Production Stability & Change Management : Accountable for the stability of the production environment, ensuring all deployments are executed safely and effectively. Continuous Service Improvement (CSI) : Accountable for fostering a "continuous improvement" culture by using feedback, performance data, and Root Cause Analysis (RCA) to deliver measurable enhancements to processes and services. Stakeholder Satisfaction : Accountable for overall stakeholder satisfaction, evidenced by productive working relationships and positive feedback from operational service reviews. Operational Compliance & Governance : Accountable for ensuring all team processes, procedures, and documentation are compliant with regulatory standards, company policies, and adopted best-practice methodologies (ITIL, Lean).

Preferred Education & Qualifications Bachelor's degree in Computer Science, IT, Business Administration , or a related field. Experience : 5+ years of experience in IT operations or service delivery, with at least 2-3 years in a management or leadership role. Industry : Proven experience working within the

Telecommunications

or a similar service provider industry. BSS/Billing : Demonstrable experience managing BSS platforms and overseeing critical billing operations. Vendor Management : Proven track record of managing MSPs or key IT vendors, including contract and SLA performance.

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