Senior Manager Digital Transformation

Reference Number:
Senior Manager Digital Transformation
Organisation Name:
Group Consumer
MTN Level:
Level 3H

The Senior Manager Digital Transformation will focus on digital transformation strategy and programmes impacting consumer customers of MTN Group. The role resides within the Group Consumer Business Division at MTN and focuses on developing strategy and practical, programmatic solutions to deliver on MTN Groups Digital Transformation ambition. As part of the Group Consumer Business Division, a commercial mindset around digital transformation must be employed to develop, prioritize and execute on digitalisation of the Group.

The Senior Manager Digital Transformation will report to the General Manager, Digital Transformation and Customer Experience. The position will interface with Opco stakeholders, Group Management Services stakeholders, Consumer divisional heads, external technology partners (amongst others) in order to drive digital transformation across the Group.


MTN is entering a new phase in its lifecycle. With the launch of its new strategy, Ambition 2025, the business is furthering its evolution from “telco”, to “tech-co.” The sharp focus on operational and commercial excellence has become increasing critical for success during this evolution. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Senior Manager must therefore ensure the success in her/his role in context of:

  • Rapidly changing technology environment, include disruptive platform forces
  • The geographic complexity of MTN’s footprint across Africa and the Middle East, and operating model
  • Rapidly changing customer expectations for product needs and customer experience
  • Wide spectrum of customers, from established wealthy customers to customers with basic socio-economic challenges
  • Emergence of new businesses within the organisation, resting on established businesses that still require sound management
  • Driving growth through business intelligence and standardization to maximize business impact
  • The challenges and opportunities with digital adoption
  • Constant dynamics and local challenges in the economic, regulatory and legal environments

The Senior Manager Digital Transformation will be responsible for the following Key Performance Areas:

Strategy Development and Implementation

  • Lead creation of sub-divisional strategy related to Digital Transformation (consumer focussed) in line with overarching divisional goals (and overarching Group Digital Transformation programme) with emphasis on client experience (internal and external)
  • Ensure effective implementation of sub-divisional strategy by:
  • providing clear guidance, direction and support to necessary digital transformation stakeholders across operating companies and Group functions
  • developing and managing programmes and associated ideal structures to drive expeditious and high-quality implementation of digital transformation initiatives
  • development of business plans, execution milestones (quantitative and qualitative) and key performance indicators to determine the maturity and progress of digital transformation efforts
  • continuous collaboration to drive Digital Transformation across systems, process and culture
  • monitoring and evaluation of efforts for discussion and presentation at senior executive leadership level
  • Thought leadership: Bring new ideas and thought leadership to the table, in parallel the day-to-day activities

Adhoc, operational and tactical meetings

  • Development and management of appropriate workshops, working groups, steering committees etc.
  • Set up / participation in adhoc and operational meetings to provide perspective on Digital Transformation, but also other cross functional items (contribution of team problem solving and support)
  • Participate and provide input into tactical meetings
  • Report at process functional and senior executive level
  • Manage and resolve escalations that have impact on critical path of service delivery
  • Escalate risks and issues that will result in significant impact to the business or business unit/programme objectives
  • Manage and provide solutions to issues that require formal resolution
    Consumer Business Operational
  • Team contributor: develop strategies, ideas, solutions to support Consumer business imperatives (not limited to digital transformation)
  • Team builder: enhance the culture and working style of current teams (direct reports, project teams, general team)
  • Stakeholder management: Engage with and manage multiple different stakeholders across the group to drive and ensure success as defined for each initiative/body of work
  • Set up and manage project status meetings
  • Review and identify key risks, issues, and dependencies and set mitigation actions
  • Manage budgets and assigned key performance metrics
  • Sign off / make decisions regarding operational changes
  • Provide input into the review of all projects initiated
  • Review key risks, issues, and dependencies and set mitigation actions

Leadership responsibilities

  • Leadership and management of direct reports in accordance with best practice and MTN HR guidelines
  • Leadership of project/working teams to achieve common goals


  • Review performance against agreed KPIs and compliance to SLAs
  • Create and monitor plan for continuous improvement
  • Review performance of teams


  • Report on a monthly basis to management relating to progress made within the sub-division and in accordance with the measurement metrics set by the organisation
  • Report on an ad hoc basis on specific projects as and when necessary


  • Manage sub-divisional budgets in line with business objectives
  • Manage project or initiative budgets in line with business objectives


Select Operational Delivery matters

Consumer Digital Transformation

  • Analyse business requirements/ change needs, drive the business and technical impact assessments; Support the communication and delivery of requirements with relevant stakeholders
  • Map technology roadmap and capacity to business requirements to support digital transformation efforts
  • Ensure the development of required technical capabilities to support consumer business initiatives
  • Ensure tie in between digital transformation efforts and customer experience
  • Contribute to product portfolio selection, prioritisation and planning
  • Support the sales & distribution function in relation to new digital sales channels
  • Manage supplier / vendor agreements to ensure business support and contribution
  • Ensure standardisation of commercial technology toolkits and templates

Innovation and best practice management

  • Setup regional Digital Transformation Innovation hub structures to identify and drive innovation across all the Opcos
  • Create the necessary mechanisms to ensure efficient sharing of learnings directly from the Opcos in a manner that allows easy adoption of demonstrated best practice

Collaboration / Coordination

  • Ensure teams collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits
  • Collaborate with other functional heads to enhance key elements of the Consumer business model
  • Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports
  • Manage enterprise wide projects and initiatives.

Job Requirements


  • Minimum Bachelor’s degree in Engineering / IT / Business fields
  • Post-graduate degree in commerce / IT fields would be advantageous


  • 7 – 10 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
  • 3 – 5 years’ experience in a Digital Transformation role
  • Experience in leading change / transformation at an operational level advantageous. Ideally this should include ideation through to successful implementation and monitoring
  • 2 – 5 years of experience in a supervisory / managerial role
  • Experience in continuous improvement through the implementation of best practices
  • Experience with managing cross-functional, senior stakeholders


  • Understanding of Digital Transformation as pertaining to consumer businesses
  • Rapid problem solver, with the ability to garner support and execute on solutions
  • Strategy Implementer, Best Practice Value Creator
  • Quantitative skills related to business case development, impact quantification and measurement, opportunity sizing
  • Ability to match digital transformation efforts to align and support overall corporate strategy
  • Culture and Change Champion, Guiding People Manager, Relationship Builder
  • Results Achiever, Operationally Astute
  • Influencer that can add value and make a significant difference to the organisation
  • Analytical
  • Data interpretation
  • Decision making
  • Negotiations & Communications
  • People management
  • Presentation
  • Reporting

Technical Competencies:

  • Digital transformation commercial and technical understanding
  • Programme management
  • Understanding of Agile ways of work
  • Design thinking
  • Ability to develop reports and presentations from detailed analyses to synthesized insights and key messages for senior executive leadership
  • Business case development, opportunity quantification and measurement, business target setting (as pertaining to digital transformation)
  • Workshop facilitation
  • Supplier/partner contract negotiation and management
  • Data analytics


  • Adaptable
  • Culturally aware
  • Emotional maturity
  • Innovation
  • Relationship building
  • Willingness and ability to travel to OpCo’s
  • MTN’s Values