About the role

Purpose of the job

Building a friendly, empowered, dynamic environment to facilitate quick decisions aligning with corporate/group strategy to achieve corporate goals focusing on effective Management of the Billing, Fulfilment and resource management Solutions and Order Care Management to ensure Delivery and resolutions for required solutions and business needs for:
- End2End Billing and Postpaid Charging Solutions and developments.
- End2End Fulfillment Solutions.
- End2End Revenue chain.
- End2End Resource management Solutions.
- End2End Billing policies and procedures.
- End2End Order Care solutions and developments.

Duties and responsibilities

Planning, Organizing and Budgeting
- Set strategic directions to be followed in annually developed departmental plans and business objectives for the department while ensuring alignment with company strategy.
- Follow-up on the implementation of the annual departmental plan.
- Evaluate and authorize all department standards, policies and procedures.
- Manage departments annual budget and control expenses.
- Effectively governance of SLAs/ KPIs that controls the availability, delivery and resolution response time according to the business need and the available Budget and resources.

Functional Management
- Effectively manage the Availability, delivery and the general health for Billing and Order care solutions.
- Recommend proactive courses of action to maintain smooth operations with minimum risk with respect to new changes.
- Accountable for all changes and deployment for all Billing and OrderCare domain.
- Perform situation analysis and oversee timely problem solving.
- Assist in defining direction for future projects.
- Define and produce operational metrics and trends on all Billing and OrderCare solutions.
- Maintain proper documentation for operational procedures which are executed by the system operations team.
- Ensure service levels are consistent with current business needs and future requirements.
- Ensure production services committed KPIs/ SLAs are maintained.
- Provide leadership to Billing and orderCare systems owners and support personnel.
- Coordinate with CS, Sales, MKT, Finance as customers for the solutions for proactive problem resolution.
- Coordinate with other technology and non-technology colleagues to maintain the systems committed KPIs.
- Commitment to system functionality and user satisfaction in rapidly growing and changing environments.
- Responsible to ensure that all the needed vendors contract available in line with the optimized OPEX controls with the highest SLAs.
- Effectively manage the analysis and the determination of issues root cause and driving solutions to different tiers of fixes across all architecture components.
- Responsible for solutions and developments policies and procedures, applying all measure to enhance IT production and guarantees no impact on customer experience, in coordination with the concerned department like Customer Service, Marketing and Finance Revenue Assurance. This includes all critical business operations related to revenue generation or customer experience (such as rating, dunning, provisioning operations) to meet Business requirement and SLA.

People Management
- Interview and select direct reports and validate hiring decisions for the department.
- Provide coaching and request needed training for direct reports ensuring continuous individual development.
- Ensure a healthy working environment for the department employees through focusing on team building and motivation initiatives.
- Conduct regular performance and competency evaluations for direct reports while delivering constant constructive feedback for higher achievements and further development.