MANAGER – CUSTOMER ENABLEMENT.INFORMATION TECHNOLOGY – MTN Eswatini

Key Responsibilities

• Own proactive service monitoring and assurance for all customer-facing and core systems, ensuring MTN finds problems before customers do
• Lead end-to-end project management for IST initiatives involving core business systems (BSS, billing, CRM, VAS, and digital platforms), ensuring delivery within scope, budget, and timeline
• Act as Solution Owner for core customer-facing platforms, governing the full solution lifecycle from requirements through deployment, stabilization, and ongoing enhancement
• Lead a structured continuous improvement programme that permanently eliminates recurring service failures
• Apply process engineering methodologies to redesign and optimize operational processes that impact the customer experience
• Partner with Customer Experience, Marketing, and Sales & Distribution to drive digital adoption and reduce reliance on assisted customer service channels

Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business Information Systems, or equivalent (Essential)
• ITIL v4 Foundation certification, ITIL Managing Professional (Advantageous)
• Project Management certification (PMP, PRINCE2 or Agile/Scrum Master (Advantageous)
• Business Analysis certification (ECBA, CCBA, or CBAP) (Added advantage)
• 6-8 years in IT Operations, IT Service Management, Solution Management, or related technology function – with at least 3 years in a management of supervisory role
• Proven experience managing IT projects end-to-end
• Demonstrable experience as a solution owner or solution manager, including vendor management and system lifecycle governance
• A proven track record of improving service quality through structured continuous improvement
• Experience working closely with commercial or customer-facing business teams
• Strong project management capability: scope, risk, scheduling, stakeholder management, and governance
• Solution management competency: platform lifecycle ownership, change governance, integration management, and quality assurance oversight
• Solid command of ITIL service management processes and ITSM tooling
• Process analysis and redesign capability, able to identify inefficiencies and engineer better outcomes
• Excellent stakeholder management and communication skills
• Understanding of digital channel ecosystems and customer journey design
• Vendor management experience across both operational and project/solution delivery contexts
• You are genuinely customer-obsessed, thinking about the person on the other end of every system failure and every project decision
• You are proactive by nature frustrated by reactive firefighting, and you do something about it
• You are a delivery leader – you define clear outcomes, hold yourself and others accountable, and do not consider something done until it is done properly
• You communicate with clarity and credibility at all levels of the organisation
• You take ownership when something is in your mandate

How to Apply