Service Delivery Model Principal - MTN in Gauteng

Job Title: Service Delivery Model Principal

Location:
Innovation Centre

Reference No:
IRC106366

Position Type:
Contract - Limited

Affirmative Action:
N

Job Mission:
Lead and direct the Service Delivery team to design, implement and execute on the end to end design of the new delivery model across MTN’s 22 Operating Companies establishing the Shared Services Centre, Centres of Excellence and restructuring Group and the Opcos across Finance, HR and Supply Chain. As part of the implementation of the Service Delivery platforms this role will lead and direct the development of MTN’s Supply Chain and Networks operating model strategy and implementation along with MTN’s overall outsourcing strategy across these functions

KPA Duties:
• Ensure and execute on the end to end supply chain and back office transformation networks operating model strategy. Obtain buy in and commitment from all key Executives and GMs across the existing MTN functions including CPG, Networks, Procurement, Warehousing and logistics at both the Opcos and Group to ensure overall alignment to the chosen model. • Identify, recommend and execute on MTN’s overall outsourcing strategy for Finance, HR and SCM • Accountable for all service delivery related communications and engagement from Board members and Group Executives through to Opco local boards, Executives and impacted staff. • Accountable for the end to end design and implementation of business partnering across Finance, HR and SCM by transforming the current Opco and Group organisations to the new delivery model. • Accountable for the development and execution of the organisational design and structures across the service delivery model covering SSC, Opco, Group and CoEs. Based on this structure develop the talent management approach, career pathways and job profiles for every Finance, HR and SCM position within the model. • Accountable for the design and establishment of the Shared Services Centre prior to the recruitment of the SSC Head covering: o Establishment of the SSC legal entity o Identification and fit out of the SSC location o SSC back office – Finance, HR and IT and associated processes o Business continuity o Identification and selection of the SSC senior leadership team • Accountable for developing all aspects of the service delivery operating model covering the specific components of: o Performance management: The end to end performance management framework across the service delivery model that ensures that the service delivery model delivers against the agreed levels of performance o The service level agreement and service catalogue across the service delivery model: This outlines the services that will be provided by the SSC and COE and establishes the contractual agreement between the SSC and COEs with the Opcos and Group. o Governance: To establish the business as usual governance model that governs the entire service delivery model across operational, tactical and strategic levels to drive the execution of strategy, manage changes to the model and to provide a means of escalation for risks and issues o Client and customer experience: To drive a client and customer centric model that focuses on meeting the needs of our clients and customers to support the overall Customer Experience focus both internally and externally o Volumetric and FTE sizing analysis: Carry out management due diligence to accurately determine the workload and workforce planning required across the delivery model to o meet performance levels whilst realising the business benefit o Continuous Improvement: Embedding a continuous improvement culture throughout MTN • Accountable for ensuring that all service delivery go live requirements are met covering people, processes and technology for final SDM approval for go-live for each roll out taking into account each Opcos specific tax, legal and regulatory requirements. • Accountable for the go live of the Service Delivery model and associated post go live support • Accountable for the continuous improvement of the service delivery model blueprint based on a continuous improvement culture and the learning from each rollout. Supervisory / Leadership / Managerial Tasks: • Overall leadership and guidance to the Service Delivery workstream in alignment with the programme strategy and goals • Navigate team members in overcoming work obstacles • Plan and conduct meetings with subordinates to ensure team members receive feedback regularly on work done. • Performance management and appraisal of subordinates and agree action points. • Define, build and develop the skills of the team in order to achieve targets. • Staff coaching and mentoring and identifying appropriate staff training programmes. • Career planning for subordinates and succession planning to ensure the development and retention of Service Delivery talent. • Ensure that there is sufficient breadth and depth of talent calibre and potential across the organisation to provide sufficient bench strength for key and critical current and future roles. • Promote a ‘customer centric’ and ‘partnership approach’ to develop strong relationships with other working groups. • Manage development and well-being of subordinates. • Facilitate effective communication and feedback. • Drive the executive decisions required to align MTN group policies with the service delivery model. • Ensure compliance with MTN policies, processes and procedures. Custodian of Service Delivery expert knowledge and leading practices

Requirements:
Education: • Bachelors in Business degree • Masters or professional qualification in Finance, HR or Supply Chain is recommended Training: • Microsoft Office • Microsoft Project • Microsoft Visio • Business Process Management tools• Experience with ERP solutions
Experience: Minimum • At least 5-8 years of experience in Telecoms / Technology Environments is essential • At least 5 years of experience in operating model design through the development and establishment of Shared Services, Centres of Excellence and outsourcing is essential • At least 2 years of multi-functional Shared Services experience is essential (Finance, HR and Supply Chain) • Experience in transforming Finance, HR and Supply Chain Management • incorporating the implementation of new delivery models and ERP solutions covering people, process and technology • Demonstrated ability to effectively establish and maintain strategic working relationships with peers and constituents at all levels of the organization • Demonstrated analysis and problem solving skills using critical and innovative thinking. • Demonstrated experience with global or multinational projects/programmes. • Demonstrated experience leading multidisciplinary project teams and delivering effective back office transformation at an organisation-wide level
Knowledge: Skills / physical competencies and behavioural qualities • Service Delivery leading practices • Extensive knowledge on the back office of Finance, HR and SCM • Strategic Thinking. • Proven planning and organisation skills. • Excellent leadership, general management, problem solving, decision making, analytical and advanced project / resource management skills. • Extraordinary attention to detail and commitment to quality. • Persistent drive for delivering results and outcomes. • Dispute resolution. • Strong Workshop facilitation • Comfortable in presenting to Executive and Board members. • Risk/Issue management. • Strong business acumen. • Strong influencing skills. • Innovative problem solving skills. • Excellent communication and report writing. • Conflict resolution. • Sound interpersonal skill. • Exceptional analytical ability. • Strong logical evaluation and measuring skills.

How to apply:
http://www.mtn.com/Careers/CareerOpportunities/Pages/VacancyDetail.aspx?jobID=6291

Deadline: 06 May 2013