The role holder is responsible for developing and executing efficiency plans for SEA activities, ensuring coherent end-to-end improvement plans, and optimizing OPEX while enhancing service quality and customer experience. They drive digital transformation by identifying and addressing critical capability gaps, collaborating with internal and external stakeholders, and managing vendors and MSPs for compliance and performance.
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Location
SA, SA
Responsibilities
- Ensure coherent and end-to-end improvement plan for all operations, covering all the company governance and MSPs, to reduce the likelihood and impact of incidents.
- Establish and ensure execution of efficiency plans covering all SEA activities.
- Manage operational efficiency and support systems (e.g., process enhancements and automation initiatives).
- Ensure updating processes, procedures, and SLAs required for all elements/activities including COW deployment.
- Develop Work Level Agreements (WLA) between internal departments within SEA and with other sectors.
- Review the analysis of the impact of introducing new changes, technologies to the NOC.
- Collaborate and interface with other groups within the SEA Sector and with other external sectors (e.g., TUs sectors, BUs, etc.).
- Ensure contributing to process/mop and security enhancements.
- Ensure financial efficiency to optimize OPEX across the SEA sector.
- Drive cultural change within the organization to embrace digital transformation and new business models.
- Evaluate the organization’s current digital maturity level, using digital maturity assessment to identify critical capability gaps within the operation.
- Ensure identifying and prioritizing key capabilities essential for accelerating digital transformation.
- Ensure performing a detailed analysis of digital maturity at the sub-dimension level using the Digital Maturity Model (DMM).
- Ensure identifying specific gaps and critical capabilities within the organization to focus on for accelerated digital transformation.
- Ensure identifying the nature of the gaps within Critical Capability areas, and develop gap closure strategies within domains of People, Process, and Technology.
- Evaluate investment priorities based on the formal DMM assessment for the digital transformation journey.
- Manage requirements for tools’ development to the solution development function and lead acceptance post-implementation.
- Collaborate with the AI & Digital Solutions team throughout the requirement gathering, development, and value realization stages.
- Manage vendors and Managed Service Providers (MSPs) through periodic reviews to enhance compliance, quality deliverables, timeliness, and performance.
- Develop enhanced reporting capabilities through standardization, digitization, and automation.
- Improve activities covering all domains, resources, and service management, with a clear target to bring efficiency, OPEX reduction while improving the service quality and customer experience.
Requirements
- A minimum of 8 years of relevant experience with at least 3-4 years of experience in a similar role.
- Preferred prior experience in managing technology or service operations in a Telecom organization, with experience in managing operations internally and with vendors/MSPs.
- Preferred prior experience in technology operations processes design and implementation.
Skills
- Strategic and financial management skills.
- Collaboration and influencing skills.
- Knowledge of the telecom industry, particularly in technology operations.
- Change management skills.
- Understanding of service level agreements (SLAs) and performance metrics.
- Problem-solving and analytical skills.
- Customer service orientation and interpersonal skills.
- Analytical and organizational skills.
- Planning and organizing skills.
- Risk management skills.
Education
- Bachelor Degree in Business Administration or Engineering.
Additional Education Certifications
- Relevant certification in Advanced Project Management (PMP or Prince II).
- Relevant certification in change management or any relevant certification.
