Head of Service Platforms at Telkom Kenya

Role Purpose: 

The job holder will be responsible for leading and directing the Planning, Implementation, Operation and Maintenance of customer-facing service delivery and enabler platforms such as the intelligent network (IN), online charging systems (OCS), Virtual Private Networks (VPN), Pre-Paid Calling Cards (PCC) and Mobile Financial Services (MFS).

Furthermore, this role is responsible for all Value Added Services (VAS) including voicemail services, WAP services, caller ring back tones, over-the-air systems, pay for me systems, toll-free number and virtual private branch exchanges (VPBX).

Key Duties and Responsibilities

• Develop and implement annual operating and capital budgets (Opex and Capex) for Service Platforms.
• Oversee the utilization of the allocated budget in sub-departments to ensure responsible utilization of resources.
• Institute good project governance to remain within allocated budget when executing projects
• Collaborate with Supply Chain function to ensure optimal vendor sourcing and contract management
• Research and implement best practise and innovative  procedures and processes to improve customer experience
• Engage with relevant stakeholders to obtain information about the customers, market demand and obstacles in service delivery and platforms
• Oversee the delivery of high quality service to clients in compliance with the SLA agreements and performance standards
• Respond timeously to service and platform disruptions that may cause a lack of services to determine potential causes of network outages.
• Oversee the project management of all projects undertaken by third party contractors in respect of service platforms and ensure that KPIs are adhered to.
• Monitor performance of the platforms through service monitoring and available statistics to determine means in which the service platforms may be upgraded or expanded to improve service and availability.
• Oversee the implementation of continuous improvement initiatives for the service platforms.
• Manage the strategic expansion of the company’s service platforms to maximise quantity and quality of services to customers.
• Manage availability of service platforms to facilitate sales and distribution processes.
• Anticipate & forecast future service platform developments and prepare for new product requirements.
• Implement procedures for server and subscriber migrations on service platforms to ensure smooth transition.

Academic Background and Professional Knowledge

• Bachelor’s degree in Engineering or Telecommunications.
• Post graduate qualification in Engineering or Business Management
• Must have Professional registration with Engineering Council
• Minimum of 8-10 years’ experience in the telecommunication/technology industry and 5 years in management of Service platforms  &VAS
• Experience in business process analysis and redesign.
• Experience in network operation and maintenance process.

These are the skills we are looking for

• Business acumen to plan and control expenses effectively and efficiently
• Driving implementation of best practice and continuous improvement initiatives to stay abreast of the developments in the industry
• Technological astuteness to oversee the service delivery and enablement of relevant platforms.
• In-depth understanding of the business issues that affect the telecommunications industry.
• Thorough grounding in telecommunications VAS methods and procedures, as well as computer software systems associated with such networks.
• Thorough understanding of regulatory requirements that relate to the telecommunications environment in general, Mobile Financial Services and a telecommunications network operations and maintenance in particular.
• Extensive knowledge of equipment and software characteristics of various telecommunications networks and their integration capabilities.