Senior Manager – Enterprise Service Management & Network Technologies

About the role

Lead the delivery of best‑practice technology services for MTN Benin customers, covering both IT and network domains. You will design, implement and continuously improve service management processes to ensure reliable, efficient service delivery.

Key responsibilities

• Develop and execute service management strategies, tools and asset management plans.
• Lead a cross‑functional service management team, fostering a service‑oriented culture.
• Monitor service performance, analyse KPIs and drive continuous improvement initiatives.
• Maintain a knowledge repository and promote automation of processes.
• Manage incident escalation, vendor performance and multi‑vendor SLAs.
• Support organizational change and align technology units with service‑management best practices.

Required profile

• Minimum 10 years managing large teams in telecommunications or high‑tech environments.
• At least 5 years in service and crisis management covering IT and network standards.
• Proven experience in project management, budgeting and vendor contract management.
• Strong leadership, analytical thinking and ethical conduct.

Required skills

• ITIL v3 Expert certification.
• Fluent in English and French.