Manager - Technical Operations and Delivery

Description (Public)

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.

Duties, Roles and 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).

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.

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.

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.

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.

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).

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 and Competencies

Bachelor’s degree in Engineering, Computer Science, Information Technology or related field
MBA or relevant postgraduate qualification is an added advantage
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
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

How to Apply

About MTN Uganda

MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion. With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population. MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.