MTN Uganda
Job Title: Manager – Technical Operations & Delivery
Reporting to: Senior Manager – Technical Operations & Delivery
Division – Technology
Mission/ Core purpose of the Job
To lead and manage end‑to‑end technical operations and service delivery for MTN Mobile Money platforms, ensuring stable, secure, compliant, and highly available FinTech services. The role is accountable for 24/7 operational excellence, release and change governance, vendor delivery, API and integration reliability, and continuous improvement aligned to MTN Group and Regulatory standards.
Responsibilities
Main Job Functions:
Technical Operations & Service Stability
- Ensure high availability and performance of Mobile Money platforms, APIs, and integrations in line with SLAs and OLAs.
- Own incident, problem, and root‑cause management for high and critical severity issues.
- Lead post‑incident reviews, corrective actions, and preventive controls.
- Oversee routine operational controls (monitoring, backups, patching, log reviews, access controls).
2. Delivery, Release & Change Management
- Govern release, deployment, and change management across MoMo systems, ensuring minimal service disruption.
- Ensure proper SIT, UAT, rollout readiness, and sign‑offs are completed for all changes.
- Coordinate delivery with Group FinTech, vendors, and OpCo teams.
- Ensure operational readiness for new products, enhancements, and integrations.
3. API & Integration Management
- Oversee API platforms and third‑party integrations, ensuring performance, security, and compliance.
- Support onboarding and lifecycle management of banks, fintechs, merchants, and ecosystem partners.
- Ensure adherence to Group API standards and security controls.
4. Vendor & Partner Management
- Manage delivery and performance of technology vendors and managed service partners.
- Enforce SLAs, track service credits, and escalate persistent delivery issues.
- Support contract governance, cost optimisation, and value realisation.
5. Governance, Risk & Compliance
- Ensure compliance with MTN Group governance, BoU/NPS Act requirements, and security standards.
- Identify operational risks and implement mitigation and control measures.
- Support audits, regulatory reviews, and risk acceptance processes where required.
6. Strategy, Reporting & Continuous Improvement
- Execute the Technical Operations & Delivery strategy aligned to FinCo and Group direction.
- Track and report service performance, availability, incidents, and delivery KPIs.
- Drive automation, process optimisation, and operational maturity (ITIL/ITSM).
7. People Leadership
- Lead and develop Technical Operations teams through clear KPIs, coaching, and skills development.
- Foster a FinTech‑centric, partnership‑driven, and accountability‑focused culture.
- Ensure effective workload planning and on‑call operational coverage.
Qualifications
Education:
- Bachelor’s degree in Engineering, Computer Science, Information Technology or related field
- MBA or relevant postgraduate qualification is an added advantage
Experience:
- 4+ years in technical operations or service delivery, with at least 2 years in a leadership role
- Strong experience in FinTech, Mobile Money, Banking, or Telecom environments
- Hands‑on exposure to ITSM/ITIL, APIs, integrations, cloud platforms, and vendor management
- Experience operating in regulated, high‑availability environments
Skills
- IT Service Management (ITIL)
- Incident, Problem & Change Management
- API & Integration Operations
- Vendor & SLA Management
- Risk, Compliance & Audit Readiness
- Strong stakeholder communication and decision‑making
- Delivery focus and continuous improvement mindset
