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MTN Uganda Jobs 2022 – Manager (Technical Operations and Delivery)

Job Title: Manager (Technical Operations and Delivery) – MTN Uganda Jobs 2022

Organization: MTN Uganda

Duty Station: Kampala, Uganda

Reporting to: Head – IT



MTN Uganda Profile:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.



Job Summary:

The Technical Operations & Delivery is responsible for enabling Service delivery and support in MTN Mobile Money Uganda.  The role Manages sustainable and stable day to day operations across technology support functions & participates in transformational initiatives as related to Service Delivery.

This includes the ongoing definition and improvement of service management processes and supporting tools.

The role participates in the creation of leading indicators that allow proactive actions within the overall IT landscape of the FinCo. The role leads teams across the below sub-functions:

The Manager Technical Operations & Delivery reports to the Head of Information Technology and is supported by a specialist. The role maintains liaison with Group Fintech Technology team, MTN Group Technology and GSM Opco Technology teams as and when required.



Roles and Responsibilities:

Strategy Development and Implementation

  • Abide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy
  • Ensure effective implementation of the functional strategy
  • Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

  • Source, induct and manage talent in accordance with legislative guidelines and directives from the Head Information Technology
  • Continually develop a culture of strong collaboration and effective team working
  • Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the Head Information Technology
  • Provide definition of roles, responsibilities, individual goals and performance objectives for the team
  • Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
  • Assist in the development and implementation of a training plan in order to build and develop skills within the team
  • Performance manage resources in accordance with HR policy and legislation where necessary
  • Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance


Strategic Meetings

  • Participate in strategic meetings
  • Support function wide transformation initiatives. Elicit inputs from relevant parties, when required
  • Implement adequate risk mitigation and controls, with directions from the Head Information Technology
  • Manage approval process from Head Information Technology on new initiatives
  • Work with approved budget for internal projects, under direction from the Head Information Technology. Where required, also provide input
  • Facilitate preparation of proposal on change initiatives SLA, policies, and procedures


  • Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Head Information Technology
  • Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping Head Information Technology apprised of the same

Function Tactical

  • Provide inputs, when required, and execute all projects initiated in the function
  • Assist in establishing objectives, targets, and budgets for the function
  • Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the Head Information Technology
  • Prepare documentation for sign-off / making decisions regarding tactical changes; apprise Head Information Technology of changes made without approval


  • Monitor performance and alignment with divisional strategy
  • SLA approval and exception performance review


  • Report on a daily basis to the Head Information Technology relating to progress made within the function and in accordance with the measurement metrics set by the organisation
  • Report on an ad hoc basis on specific projects, as required


  • Assist in managing function’s budgets in line with business objectives, when required
  • Assist in managing project initiative budgets in line with business objectives, when required

Operational Delivery

Sub-Functional Leadership:

As the sub-functional leader of the Technical Operations vertical, the role is accountable to:

  • Align the results of the vertical, collectively, and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with
  • Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals

Delivery Leadership:

As the leader of Technical Operations & Delivery vertical, the role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

  • Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same
  • Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same
  • Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Head Information Technology
  • Evaluate the efficiency and effectiveness of Technical Operations & Delivery strategies, propose and offer suggestions for improvements

Technical Operations & Delivery Key Tasks:

  • Responsible for all process and procedures associated with Technical Operations & Delivery in the OpCo
  • Monitor Enterprise services and systems availability as per SLA
  • Embrace standard structured and efficient ITIL processes to optimize resource allocation and customer experiences, while driving improvements to those same processes.
  • Ensure alignment and adherence to standards, processes & guidelines defined by MTN Group Technology and Group DigiFin Technology teams as applicable
  • Accountable for the delivery and results of internal vendor provided IT solutions to the OpCo
  • Support Group and oversee all testing release and change configurations within the OpCo happens seamlessly.
  • Proactively prepare OpCo systems and processes such that the new solutions are adopted with minimal disruption to business
  • Support group in managing all APIs in the OpCo environment and ensuring seamless integrations of the APIs
  • Management & completion of standard operational tasks (E.g. log reviews, backups, ticket reviews, issues etc.)
  • Manage & provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements, Patch management, Service request management etc
  • Assist in longer-term applications strategy, including investigation of new systems and planning of upgrades
  • Ensure programme and task deadlines for team are met, and maintain high performance on SLAs
  • Engage with the business users and ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issues
  • Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendations
  • Liaise with network administrators and software engineers to assist with quality assurance; program logic and data processing
  • Create and maintain all process, procedural, and quality control activities required to ensure superior delivery of Technical Operations & Delivery to all OpCo employees
  • Manage and oversee maintenance of all appropriate systems/databases to ensure that relevant data required to support Technical Operations & Delivery is properly captured
  • Work with vendors/service providers to track, manage and resolve the root cause of major or recurring chronic problems and incidents
  • Manage to resolve high and urgent severity incidents in order to restore service as quickly as possible after an incident occurs
  • Provide post-mortem services such as reporting, coordinate meetings if necessary, for root-cause analysis and facilitating final solution implementation
  • Responsible for the establishment and adherence to IT Service and IT Operational Level Agreements for all services delivered
  • Where required, escalate unsolvable issues to Head Information Technology in a timely manner
  • Other tasks and duties, as assigned

Managerial / Supervisory Responsibilities

  • Accountable for the morale, performance, and development of the function’s human capital
  • Cascade and socialize work structure processes to enable adoption by the team
  • Coach and mentor direct reports
  • Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
  • Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
  • Ensure effective management of diversity among personnel in the function
  • Identify staff training and development needs and implement necessary actions, in collaboration with HR
  • Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
  • Possess the authority, presence, and integrity to command respect from colleagues and from external contacts
  • Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR



Minimum Qualifications:


  • 4-year Engineering, Computer Science (or related) Degree
  • Master’s in business administration is advantageous


  • A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
  • Experience in Fintech, banking or Telecom is preferred
  • Experience in IT Service delivery/management within the financial sector or banking industry
  • Knowledge of Cloud technologies and architecture disciplines, processes, concepts and best practices
  • Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred
  • Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred


Functional Knowledge:

  • ITSM and ITIL framework knowledge
  • Incident management and root cause analysis
  • SLA and OLA management
  • Vendor management
  • Testing, release and change management
  • API portfolio and integrations


  • Relationship/people management
  • Analytical thinking
  • Continuous improvement
  • Data interpretation
  • Delivery focused
  • Presentation

Relationship building



How To Apply for MTN Uganda Jobs 2022

All interested and suitably qualified candidates should submit their applications through the link below.

Click here to apply

Closing Date: 29th June 2022



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Posted in Telecom and Computer Jobs in Uganda