General Manager – Home Technology Build and Operate needed at MTN

Responsibilities

The General Manager – Home Technology: Build and Operate will be responsible for the following:

Strategic Leadership and Development

• Deliver on the strategic vision for home technology infrastructure by aligning long-term network build plans with evolving customer services, emerging technologies, and digital transformation roadmap.
• Support MTN Group’s FTTH and FWA strategy, driving its execution and ensuring alignment with the Group’s overall objectives and standards.
• Define the Group’s Home build, operate & fulfilment strategy & vision, aligning with long-term technology, commercial, and customer experience objectives.
• Develop long-term plans for technology operational initiatives, ensuring it supports overall business objectives and adapt to changing market conditions and technological advancements.
• Drive cross-functional alignment between cross functional teams to optimize resource planning and ensure that fulfilment processes are agile, cost-effective, and customer-centric leading to reduction in installation lead time, FTR installation rates etc.
• Provide strategic guidance on operational risk management by identifying potential obstacles in service deployment, proposing mitigation strategies, and ensuring fulfilment excellence across FTTH and FWA environments.
• Provide insights to the development of growth plans, identifying new market opportunities and designing broadband solutions that cater to evolving customer needs.

Engineering, Field Operations & Service fulfilment

• Lead the end-to-end deployment and operations strategy of home broadband and connected services infrastructure, including FTTH, FWA customer premises equipment (CPE).
• Define and enforce engineering standards and best practices to ensure scalability, interoperability, and long-term maintainability of home technology platforms.
• Lead the design and governance of scalable fulfilment frameworks for home services to enhance order-to-installation efficiency, reduce activation lead times, and improve “Ready for Service” (RFS) conversion rates across Opcos.
• Ensure efficient and effective home network solutions deployments across the Opcos fulfilling the MTN Home strategy and delivering our mission for accelerating home portfolio.
• Establish and govern critical operational KPIs, including first time-right installations, technician productivity, and fulfilment SLAs—to ensure high-quality, consistent service delivery.
• Drive the standardization of field operations, deployment practices, and in-home activation processes to improve time-to-market and operational consistency.
• Guide strategic resource planning, workforce models (in-house and outsourced), and partner frameworks to ensure fulfilment agility and productivity across diverse Opco environments.
• Oversee the rollout of mobile field force tools, digital workflows, and real-time tracking systems to increase operational visibility, reduce delays, and support performance accountability.
• Promote a culture of continuous improvement by embedding data-led feedback loops, service diagnostics, and incident resolution mechanisms into last-mile operations.
• Steer the evolution of fulfilment models by piloting innovative delivery mechanisms that enhance customer experience, reduce costs, and support scale with quality

Opco Enablement & Oversight

• Steer OpCos towards building scalable field operations—focusing on technical capability, partner ecosystem enablement, and delivery SLA adherence.
• Ensure the Opco’s deliver against the technical delivery roadmap and achieve targets with the required technical resources.
• Deploy toolkits, operational playbooks, and structured training programs to ensure uniform execution and high-quality customer outcomes.
• Assess operational maturity across OpCos and lead targeted interventions to address capability gaps and uplift field execution standards like installation SLA compliance, cost per installation etc.
• Institutionalize structured engagement and performance review mechanisms to monitor OpCo delivery health, enabling proactive support and escalation management.
• Operations Assurance & Performance Monitoring
• Lead the design and development of robust quality assurance frameworks across installation, fulfilment, and support operations—anchored on metrics like repeat visit rate, early life failure rate, FTR installs, and service handover quality
• Establish mechanisms for deep-dive diagnostics, root cause analysis, and resolution protocols that pre-empt failures and continuously elevate operational reliability across Opcos
• Embed customer centric KPIs such as NPS, installation lead time, and service restoration TAT within technical operations to ensure direct linkage between home performance and customer experience outcomes
• Drive group-wide visibility and accountability through cross-market performance dashboards, benchmarking routines, and operational reviews that translate technical insights into measurable improvements
• Set up governance mechanisms, audit protocols, and escalation matrices to enforce compliance with Group standards, SLA frameworks, and local regulatory obligations
• Champion the adoption of predictive maintenance, AI/ML-driven assurance tools, and self-diagnostic systems to minimize disruptions and enhance network resilience in the home domain
• Partner with Group Finance to align operational decisions with financial planning cycles, budget controls, and cost-efficiency KPIs embedded within performance frameworks.
• Institutionalize standardized inventory controls, warehousing practices, and logistics flows to support reliable spares management and efficient field operations across Opcos

Capital Projects & Deployment Governance

• Lead end-to-end capital project planning and execution for home technology infrastructure, ensuring alignment with strategic priorities, budget constraints, and long-term home network evolution goals.
• Drive the creation and enforcement of standardized rollout frameworks and operational playbooks to ensure disciplined, scalable, and customer-centric execution of FTTH/FWA deployments across all Opcos
• Spearhead the development of standardized milestone templates, reporting cadences, and dashboard frameworks to enable Group-wide transparency and control over capital project timelines and delivery
• Act as the senior technology advisor to OpCo, guiding home-readiness, vendor structuring, and execution quality, while sharing best practices on architecture, capacity, and fulfilment
• Lead Group-level demand forecasting and capital budget alignment across Opco build programs, ensuring investment decisions are anchored in business priorities, service ambitions, and execution feasibility

Governance, Standards & Vendor Alignment

• Define and enforce Group-wide operational standards for home technology lifecycle management, from field deployment to fulfilment, assurance, and retirement
• Lead strategic vendor engagement for operations and fulfilment partners, ensuring alignment on performance, innovation, and TCO while driving Group-wide sourcing consistency
• Serve as the custodian of Group-define governance frameworks, embedding compliance with regulatory, ESG, and sustainability requirements into all fulfilment and field operations frameworks
• Oversee structured vendor and partner performance management, ensuring that contractual models, SLAs, and escalation mechanisms drive long-term service quality, accountability, and cost efficiency 
• Collaboration (Formal and Informal Relationships)

Formal Relationships:

• Group Technology, Commercial, Operations, Sourcing & Procurement teams, and respective functional leads
• Opco Home Business & Technology teams and respective functional leads

Informal Relationships:

• External Vendors, OEMs, Technology Partners, and Systems Integrators
• Industry Forums, Standards Bodies, and Technology Innovation Hubs

Qualifications

Education:

• Bachelor’s degree in engineering, Telecommunications, or a related field
• Master’s degree (MBA) or similar postgraduate qualifications is highly desirable

Experience:

• A minimum of 12 years of experience in telecom operations or network infrastructure management, including at least 4-5 years in a strategic leadership role within telecom, technology, or digital industry
• Deep expertise in engineering design, network architecture, and deployment governance, with hands-on experience in translating technical strategies into scalable, customer-facing solutions
• Proven track record in leading large-scale capital projects for home broadband infrastructure, including FTTH, Wi-Fi, and CPE deployment, with strong budget and timeline accountability
• Strong track record of driving cost optimization, operational excellence, and SLA adherence in technology environments
• Experience in data-driven operations management, including the use of analytics, dashboards, and KPIs to drive continuous improvement and operational efficiency
• Familiarity with financial controls, capex-opex alignment, and demand forecasting models
• Hands-on experience in launching or scaling home broadband operations, ideally in emerging or greenfield markets
• A strong exposure to African or emerging markets, with an understanding of consumer behaviour, market challenges, and localization needs
• Experience working in cross-functional, matrixed environments, influencing senior stakeholders, and mobilizing execution across diverse teams

Core Competencies:

• Home Deployment planning and execution
• Home Broadband Operations
• Home Broadband Engineering & fulfilment
• Field Service Management
• Capital Project Management – Home Segment
• Inventory and Financial Control management
• Cost Optimization & Performance Analytics

Apply Before 08/07/2025