About the Role

DEPARTMENT: Technology IT Solutions & Development

SECTION: Systems & Solutions

JOB TITLE: Systems & Solutions Senior Manager

REPORT TO: Director Technology IT Solutions & Development.

JOB PURPOSE:

The Systems & Solutions Senior Manager is responsible for overseeing the analysis, design, and development of complex system requirements in collaboration with Business Units, Solutions, and Enterprise teams. This role involves translating business and technical requirements into actionable solutions, ensuring that all system specifications align with organizational goals and strategic roadmaps. The Senior Manager will lead the creation and continuous updating of technical design documentation, ensuring that all system architectures meet high standards of quality, scalability, and performance.

Additionally, the role focuses on driving capacity planning and upgrades in accordance with service capacity management guidelines, with a strong emphasis on service quality, the Senior Manager will play a key role in performance management, guaranteeing optimal system functionality and service delivery. This position also requires maintaining a forward-thinking approach to technology solutions, fostering innovation, and ensuring systems evolve to meet the dynamic needs of the organization.

KEY TASKS & ACCOUNTABILITIES:

1. Lead the end-to-end design and implementation of high-level and low-level architectures across key platforms, including CRM, Billing (Rating, Charging, Billing), Core Communications, Mobile Money, and Enterprise Systems (ERP, Revenue Assurance, Fraud Management), ensuring alignment with the company’s strategic goals and technology roadmaps.

2. Oversee the seamless integration and configuration of core platforms to optimize data flow between BSS, OSS, Mobile Money, and other Enterprise Systems, focusing on performance, scalability, and reduced time-to-market.

3. Drive the design, development, and deployment of Mobile Money platforms and Mobile Financial Services, ensuring that solutions are aligned with regulatory requirements, customer needs, and industry standards, while maintaining innovation in financial service offerings.

4. Manage the full product lifecycle, overseeing the analysis, design, implementation, and deployment of solutions across the technology stack, ensuring that business objectives and customer expectations are met throughout the process.

5. Lead system performance optimization by ensuring integration across Mobile Money, BSS, OSS, and Enterprise Systems, focusing on reliability, availability, scalability, and ensuring continuity of services to enhance customer satisfaction.

6. Establish and enforce quality assurance (QA) processes to ensure that all solutions meet high standards for reliability, performance, and user experience. Proactively monitor system uptime, availability, and traffic patterns to identify potential issues.

7. Define and track Key Performance Indicators (KPIs) to monitor performance across Mobile Money, BSS, OSS, and Enterprise Systems. Ensure that performance metrics align with high service levels, customer retention goals, and operational efficiency.

8. Lead the vendor selection and management process, maintaining strong relationships with technology vendors and third-party providers. Oversee vendor performance, ensuring that deliverables align with business goals and regularly evaluate vendor solutions for efficiency and relevance.

9. Collaborate with cross-functional teams to analyze demand, forecast capacity, and develop scalable solutions to meet business needs. Ensure that capacity management aligns with projected demand, especially for critical systems like Mobile Money and BSS/OSS.

10. Take ownership of strategic projects, ensuring seamless execution in alignment with the enterprise roadmap. Define project scope, resource allocation, and timelines, ensuring effective collaboration between business and technical teams.

11. Facilitate cross-departmental collaboration by organizing workshops and meetings with senior leadership, platform owners, and business units. Ensure that the integration and design of technology solutions meet business and technical requirements.

12. Continuously assess and plan for system capacity upgrades, ensuring alignment with service capacity management guidelines and anticipating future demand, particularly for high-demand services such as Mobile Money.

13. Develop and manage Request for Proposals (RFPs), conduct technical assessments and overseeing vendor evaluation processes. Ensure that selected solutions meet organizational strategies and quality standards.

14. Lead the development of innovative services and offerings, driving continuous improvement in Mobile Money, BSS, OSS, and VAS systems to align with emerging market trends and evolving customer expectations.

15. Manage, motivate, and develop team members, fostering a high-performance culture. Focus on skills development, knowledge sharing, and career progression while driving performance improvement initiatives within the team.

16. Provide executive-level reports to senior leadership on technology initiatives, service performance, and project progress, ensuring transparency and alignment with organizational objectives.

17. Lead continuous improvement initiatives, identifying operational inefficiencies and implementing corrective measures. Develop and enforce a robust risk management strategy to mitigate disruptions and vulnerabilities in service delivery.

18. Ensure compliance with industry regulations, security policies, and standards related to Mobile Money, BSS, OSS, and Enterprise Systems. Conduct regular audits to ensure data protection, security, and regulatory compliance.

19. Lead change management efforts, ensuring that all changes to platforms and systems adhere to ITIL/SDLC frameworks. Drive process optimization to streamline workflows and reduce operational complexity.

20. Contribute to financial planning and budgeting, providing cost estimates for new projects, upgrades, and expansions, and ensuring the technology budget is effectively managed while maintaining high service standards.

21. Collaborate with Sales, Marketing, and Customer Support teams to ensure that technical solutions meet customer needs, business objectives, and regulatory requirements. Influence business strategy through technical expertise.

22. Focus on future-proofing technology solutions, ensuring platforms evolve in line with technological advancements, customer preferences, and market trends. Promote the adoption of cloud solutions, AI, and machine learning for improved service delivery.

23. Champion best practices across all technology initiatives, ensuring development methodologies and implementations align with industry standards and emerging technologies.

24. Identify and manage project risks, implementing risk mitigation strategies to ensure projects stay within budget, meet deadlines, and meet stakeholder expectations. Develop contingency plans for unforeseen challenges.

25. Drive business transformation initiatives, ensuring that systems and platforms evolve to support new business models, customer service innovations, and organizational growth.

26. Promote a collaborative work environment by encouraging open communication and cross-functional teamwork. Foster a culture of innovation, empowering employees to propose new ideas and solutions that contribute to business growth.

27. Conduct regular performance evaluations for team members, identifying strengths and areas for improvement, and providing actionable feedback. Align performance reviews with company objectives to ensure consistent growth and skill development.

28. Oversee the professional development of team members, ensuring they have access to necessary resources, courses, and certifications to enhance their skills in emerging technologies and platform management. Align training plans with both team and organizational needs.

     

TYPICAL PERFORMANCE MEASURES:

1. Quality of Team Contribution

2. Effectiveness of new and enhanced Solutions

3. Efficiency in solving problems, decision-making, and issue resolution.

4. Trusts, supports, and has a genuine concern for other team members.

5. Understands and is committed to team objectives.

6. Acknowledges and works through conflict diplomatically.

7. Support through action one or more of the organizational or location objectives.

8. Time management.

9. Effectiveness of issue resolution/decision making/change control and risk management.

10. Adaptability of work plans/resources in response to change.

DIMENSIONS

1. Reports to the Director of Technology IT Solutions & Development.

2. Development of high-level and low-level design documents for customer-enabling support systems based on standards (e.g. Etom, TAM, ITIL)

3. Ability to work efficiently in a constantly changing environment where the process is fluid and unique solutions are desired.

4. General Telecom Business knowledge

5. Highly self-directed and able to manage and prioritize multiple concurrent and competing or conflicting challenges.

6. Significant experience designing and delivering complex Enterprise systems and applications in a data-centric environment.

7. Able to effectively engage product management, project management, and IT stakeholders.

8. Able to effectively manage risk in the implementation of the architecture.

9. Strong communication, documentation, presentation, and modeling skills.

10. Adhering to ITIL & TMForum Processes & Best Practices.                     

What We Need From You

PERSON SPECIFICATION       

QUALIFICATIONS/EXPERIENCE

1. BSC in Computer/Telecommunication Engineering or Computer Science.

2. Previous experience in Project Management is mandatory.

3. Knowledge and experience in BSS/OSS/VAS and Enterprise Solutions is a must.

4. Minimum 10 years of experience in a related field.

5. Knowledge of Cloud and Infrastructure is preferred.

6. Knowledge in the telecommunication domain is an advantage.

7. Vendor-Specific Certifications is a plus.

8. TMForum certification is a Plus.

    

SOFT SKILLS:

1. Strong communication skills.

2. Strong Presentation Skills.

3. Ability to interpret and apply best practice methods/processes.

4. Excellent numeracy and analytical skills.

5. Management of external suppliers and software/hardware vendors.

6. Conflict handling and resolution skills.

7. Highly developed communication and reporting skills (verbal and written) in English &Arabic

8. Ability to impart knowledge to others in 1-2-1 and 1-2-many environments.

KEY BEHAVIORS FOR SUCCESS

1. Analytical Thinking and Problem Solving.

2. Creative thinker.

3. Forward Planning.

4. Results Drive.

5. Concern for Standards/Efficiency.

6. Being Collaborative.

7. Tenacity, Resilience, and Self-Management.