Senior Manager (Enterprise Projects Delivery and Customer Fulfilment) at Safaricom Kenya

Brief description

Reporting to Head of Department – Technology Enterprise Services, the position holder will oversee end to end planning and co-ordination of the development/enhancement/delivery of products, services and solutions to provide superior customer experience. Development of department processes and procedures that govern the section in compliance expected governance thresholds.

He/she will also be responsible for performing the oversight role on all projects/programs and ensure that the objectives and customer outcomes are achieved within time/cost/quality constraints. Perform enterprise access rollout, commissioning and transition to support i.e. FTTB, FWA technologies and deliver last mile connection to the customer. Manage cross functional internal and external relationships and ecosystems that speak to the delivery of customer outcomes.

RESPONSIBILITIES

• Ensure all Gate stages are followed, documented and signed-off for all products developed across the business.
• Ensure planned roadmap items are delivered in a timely manner.
• Ensure all Gate stages are followed, documented and signed-off for all products developed across the business.
• Ensure product alignment across the company.
• Champion the development of the innovation strategy and roadmap or the rolling out new products and services across the business
• Re-alignment of all Capex projects across the business
• Re-alignment of all products and services across the business.
• Undertake post-launch reviews of all products and services to assess actual market take-up against anticipated take-up as presented in the Business Case
• Undertake post-launch reviews (G4) of all products and services to assess actual market take-up against anticipated take-up as presented in the Business Case 2 months after product launch.
• All processes and procedures of the departmental to ensure proper service delivery and alignment to ISO processes.
• Ensure processes are in line with other company processes and procedures
• Coordinate the development of SLA between business units and other support functions i.e. Risk, HR, Supply Chain and Technical & IT.
• Review on a Weekly basis customers feedback on products and services and follow up to ensure closure
• Recruits and develop internal and external teams consisting of passionate individuals to assist in carrying out the following:
• Create awareness and support product launches
• The product testing before launch
• Ensure that projects expenditure within approved CAPEX
• Ensure timely delivery of projects
• Preparation of reports as required.
• Undertake other duties as may be assigned from time to time

Qualifications

• Bachelor’s Degree in Commerce or a Technical field – Engineering or Information Technology from a recognized university;
• At least 3years work experience in project management with experience to line management or senior engineer level;
• Experience in managing multiple projects (6 – 24-month duration) simultaneously from start to finish, which have impact across a company, customers and on the revenue generation capability of the organization;
• Good understanding of financial principles, financial ratios with ability to interpret standard financial statements;
• Good understanding of regulatory framework for mobile operations particularly in the Kenyan environment