+ The Business Operations Manager acts as the single point of contact 24x7 across IT for Level 2 & 3 Application Support. Supports crucial business applications across Mobile (Prepaid + Postpaid) and Fixed services. + He/she will Provide BSS application support as well as Billing Operations. + He/she will drive operational initiatives to reduce cost of IT operations, while increasing availability and improving quality, and NPS. + He/she will act based on predefined service level targets and functions as a level of escalation between the local OpCo’s, central teams and managed service providers. **Key Responsibilities:** + Manage everyday Level 2 & 3 Support to ensure the specified KPI’s are always met + Provide BSS as a Service support to external customers as a standalone line of Business. + Manage execution of all Bill Cycles and Bill Run days. + Develops effective and productive working relationships with key stakeholders to ensure delivery of excellent customer service across all functions. + Accountable for overseeing operational service reviews, to receive feedback on the team performance, that can be used to generate enhanced working practices and improved inter-working relationships. + Manage everyday Production Deployments. Review and challenge working practices and performance with a view to improving processes, procedures and general levels of service that ensure operational improvement to promote a “continuous improvement” culture. + Works collaboratively with IT vendors to ensure the managed service providers are delivering against all contractual and commercial agreements, seeking service credits where service falls below the agreed standard. + Ensure the team processes, procedures and working practices comply with chosen regulatory standards, company policies and best practice (e.g. ITIL, Lean) methodologies. + Work closely with problem managers/service managers to ensure follow up RCA’s **Key Accountabilities:** + **SLA & KPI Adherence:** Accountable for the consistent achievement of all Level 2 and Level 3 support KPIs and Service Level Agreements. + **Billing Cycle Integrity:** Ultimately accountable for the accuracy, timeliness, and successful completion of all production billing cycles and bill runs. + **External Service Delivery:** Accountable for the operational success, stability, and customer satisfaction of the BSS as a Service commercial offering. + **Vendor & MSP Performance:** Accountable for holding Managed Service Providers (MSPs) and vendors to their contractual and commercial obligations, including securing service credits for performance failures. + **Production Stability & Change Management:** Accountable for the stability of the production environment, ensuring all deployments are executed safely and effectively. + **Continuous Service Improvement (CSI):** Accountable for fostering a "continuous improvement" culture by using feedback, performance data, and Root Cause Analysis (RCA) to deliver measurable enhancements to processes and services. + **Stakeholder Satisfaction:** Accountable for overall stakeholder satisfaction, evidenced by productive working relationships and positive feedback from operational service reviews. + **Operational Compliance & Governance:** Accountable for ensuring all team processes, procedures, and documentation are compliant with regulatory standards, company policies, and adopted best-practice methodologies (ITIL, Lean). **Preferred education/ qualifications:** + **Bachelor’s degree in Computer Science, IT, Business Administration** , or a related field. + **Experience:** 5+ years of experience in IT operations or service delivery, with at least 2-3 years in a management or leadership role. + **Industry:** Proven experience working within the **Telecommunications** or a similar service provider industry. + **BSS/Billing:** Demonstrable experience managing BSS platforms and overseeing critical billing operations. + **Vendor Management:** Proven track record of managing MSPs or key IT vendors, including contract and SLA performance. **Preferred education/ qualifications:** + **Bachelor’s degree in Computer Science, IT, Business Administration** , or a related field. + **Experience:** 5+ years of experience in IT operations or service delivery, with at least 2-3 years in a management or leadership role. + **Industry:** Proven experience working within the **Telecommunications** or a similar service provider industry. + **BSS/Billing:** Demonstrable experience managing BSS platforms and overseeing critical billing operations. + **Vendor Management:** Proven track record of managing MSPs or key IT vendors, including contract and SLA performance. **Key Responsibilities:** + Manage everyday Level 2 & 3 Support to ensure the specified KPI’s are always met + Provide BSS as a Service support to external customers as a standalone line of Business. + Manage execution of all Bill Cycles and Bill Run days. + Develops effective and productive working relationships with key stakeholders to ensure delivery of excellent customer service across all functions. + Accountable for overseeing operational service reviews, to receive feedback on the team performance, that can be used to generate enhanced working practices and improved inter-working relationships. + Manage everyday Production Deployments. Review and challenge working practices and performance with a view to improving processes, procedures and general levels of service that ensure operational improvement to promote a “continuous improvement” culture. + Works collaboratively with IT vendors to ensure the managed service providers are delivering against all contractual and commercial agreements, seeking service credits where service falls below the agreed standard. + Ensure the team processes, procedures and working practices comply with chosen regulatory standards, company policies and best practice (e.g. ITIL, Lean) methodologies. + Work closely with problem managers/service managers to ensure follow up RCA’s **Key Accountabilities:** + **SLA & KPI Adherence:** Accountable for the consistent achievement of all Level 2 and Level 3 support KPIs and Service Level Agreements. + **Billing Cycle Integrity:** Ultimately accountable for the accuracy, timeliness, and successful completion of all production billing cycles and bill runs. + **External Service Delivery:** Accountable for the operational success, stability, and customer satisfaction of the BSS as a Service commercial offering. + **Vendor & MSP Performance:** Accountable for holding Managed Service Providers (MSPs) and vendors to their contractual and commercial obligations, including securing service credits for performance failures. + **Production Stability & Change Management:** Accountable for the stability of the production environment, ensuring all deployments are executed safely and effectively. + **Continuous Service Improvement (CSI):** Accountable for fostering a "continuous improvement" culture by using feedback, performance data, and Root Cause Analysis (RCA) to deliver measurable enhancements to processes and services. + **Stakeholder Satisfaction:** Accountable for overall stakeholder satisfaction, evidenced by productive working relationships and positive feedback from operational service reviews. + **Operational Compliance & Governance:** Accountable for ensuring all team processes, procedures, and documentation are compliant with regulatory standards, company policies, and adopted best-practice methodologies (ITIL, Lean).