Head of Business Solutions

About the Role:

Airtel Tanzania PLC seeks a Head of Business Solutions to report to the Business Enterprise Director. This role provides crucial technical and network support for Enterprise services, ensuring timely and efficient service delivery.

Responsibilities:

1. Customer Requirement Analysis:

   • Lead the function supporting sales teams in analyzing customer needs, solution design, and network liaison for delivery.

2. Prompt and Effective Solution Delivery:

   • Manage initial solution design and client site surveys for Enterprise Projects.
   • Coordinate with internal and external stakeholders for Enterprise solution deployment, core network maintenance, and support.
   • Collaborate with the Network Services Team for order delivery, trouble ticket resolution, and logging.
   • Lead technical sales meetings with Sales Managers to gather client service requests.
   • Maintain a national project tracker for ongoing Enterprise service implementation, publishing updates for sales and enterprise teams.
   • Provide necessary documentation (including approval processes) for implementation kick-off.
   • Provide the Enterprise Sales Team with Job Completion Certificates for customer approval and billing commencement.
   • Coordinate billing and invoicing based on signed Job Completion Certificates.

3. Strong Support Structure:

   • Lead teams to resolve Enterprise Link Outages and faults, providing regular updates.
   • Ensure quality assurance for 3rd party installations on Enterprise Client sites.
   • Coordinate technical support during and after Enterprise Service Implementation.
   • Support implementation and service provisioning as needed for outage resolution.

4. Service Level Agreement Compliance:

   • Maintain high compliance with MTTR clauses in client contracts.
   • Ensure prompt resolution of network issues to maximize service availability and avoid revenue deductions.
   • Compile outage reports for Enterprise customers for reconciliation with clients as needed.
   • Maintain documentation tracking Enterprise circuits and databases (technical and commercial details).

5. Team Management:

   • Provide team members with clear objectives.
   • Prioritize product development activities aligning with SBU and company goals.
   • Coach, mentor, and guide team members, fostering motivation and engagement.
   • Develop training and development plans for team members.

Qualifications and Experience:

• Bachelor's degree in Computer Science Engineering, Electrical Electronics (with Computing), or a related IT field.
• Professional networking qualifications (CCNA, CCNP, or higher) are a plus.
• 5-7 years of work experience, including 3-4 years in the Telecom industry (2 years in a supervisory role).
• Experience in IT/telecom enterprise services networking is preferred.
• Proficiency in Microsoft Office Suite (Project, Word, Excel, Visio, PowerPoint).
• Ability to operate as a matrix manager, coordinating people and technical resources across different company areas.
• Strong technical aptitude, IT savviness, communication, analytical, and negotiation skills.
• Excellent time management skills and a customer-centric approach.

Competencies and Behavior:

• Adaptable to a performance-driven organization.
• Strong organizational and teamwork skills.
• Self-motivated, enthusiastic, and energetic.
• Detail-oriented.
• Confident and assertive.
• Excellent time management skills.
• Customer-centric.

Only shortlisted candidates will be contacted. Airtel Tanzania PLC is an equal opportunity employer.