Job Description

Designation:

Manager Service Delivery & Technology

Category:

MultiChoice South Africa

Level:

Management

Closing date:

01-May-2025

Position Type:

Permanent

Location:

MultiChoice City

:

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa with presence in amongst others the Netherlands, Dubai and the UK with principal operations in pay television (pay-TV), Subscription Video on Demand (SVOD), advertising and content security. Brands within the MultiChoice Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We're proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.



By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.



Join Africa's most loved storyteller!

Reports to:

Senior Manager: Service Delivery & Technology

Direct Reports:

3

Division:

Service Delivery

Department:

Shared Services

Key Customers

Key Internal Focus

Shared Services Platforms users EBS (SMAX, Development teams, Incidents Managers, PMO, Demand Management) EBS Business Management Systems EBS Business Risk Management EBS Customer Insights and Information EBS Emerging Technologies CoE

Purpose of the Position

The primary purpose of this role is to ensure the stability and optimization of various platforms, with a specific focus on SAP within the Shared Services Department. The role requires a high level of technical proficiency, and we are seeking an experienced Platform Support Specialist who possesses a continuous improvement mindset. The ideal candidate should be open to acquiring knowledge and working with new software. We are looking for an individual who is comfortable leading a team of system analysts and MDM administrators, and champions process improvement by leveraging technology as a facilitator. The successful candidate will be part of the Multichoice Shared Services Department, responsible for addressing platform projects, maintenance, training, upgrades, transitions, and new deployment requirements across Shared Services.

Key Performance Objectives

Operational Delivery

Responsible for service delivery of Shared Services activities Maintain the Shared Services Catalogues Manage, track and report Service Level Agreements (SLA) and address SLA failures Responsible for the service delivery and governance reporting of Shared Services activities Manage the design of Business Intelligence products for operational delivery Own and publish reports, dashboards, scorecards, and other visual information displays through front end interfaces as well as through application and database programming Work closely with management to prioritise business and information needs Own all the data that Shared Services holds and create sustainable reporting solutions ensuring the accuracy of the data Take responsibility for Management Information report design and production; Scope and prioritize work stream Manage the delivery of Business-as-usual projects across Shared Service including Rest Of Africa, for process improvement, Internal Audit and Risk projects

Technology Management

Manage the development of Shared Services end-to-end technology roadmap to improve Finance's efficacy by working with Technology to ensure technological issues are addressed, and enhancements are implemented timeously Keep abreast of technology related best practice for Finance and share this information across the Shared Services environment Assist in the alignment of Finance and Technology on which enhancements to prioritise, based on objective cost/benefit analyses Manage Shared Services Change Requests Prioritization Tracker for all Shared Services Requests. Conduct impact analysis of business process and technology changes. Keep track of billable change requests from Shared Service. Assess new system releases to ensure that any issues that were raised have been included in the latest updates Help create and maintain a formal tracking dashboard to monitor technology's progress on Finance's Technology roadmap and issue resolution Work with finance and technology teams to ensure that technology is leveraged to drive improvements across Shared Services Offer functional & technical expertise on SAP, Coupa and Blackline modules. Develop and maintain training documentation. Upskill Shared Service Super-users. Understand business requirements, prepare AS-IS and TO-BE documents, and obtain user sign-off for process/solution design documentation
Create relevant Project and BAU documentation in adherence to BMS documentation standards. This includes documents such as Business Requirement Specification (BRS), Functional Development Specification (FDS), Conceptual Design Documents (CDD), Test Scripts, and Training documentation.

Stakeholder Management

Act as a liaison between Shared Services Process Areas and various EBS Teams.

Communicate with internal employees to secure appropriate information to support and resolve functional queries.

People Management

Manage team members to ensure effective delivery of business unit objectives Develop a high performing team by embedding formal performance development and informal coaching Encourage frequent knowledge sharing between team members Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met Review and update the department's organisation structure and role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member Approve leave requests for team members and create a leave plan to ensure adequate coverage When required, initiate disciplinary processes for team members calling on support from HR when required Resolve grievances raised by team members and escalate only if required Address poor performance of any team member through the formal Performance Improvement Programme and ensure that continued poor performance is appropriately dealt with Motivate team members and ensure that their efforts are recognized

Qualifications

Degree in Finance, Computer Science or related Relevant SAP/Coupa certification

Project management qualification will be an added advantage

Experience

The ideal candidate must possess a minimum of 5 years' experience as a SAP Consultant or in a similar role for the following platforms:

SAP 4HANA (essential) SAP FIORI Apps Coupa

Specific experience working with a large finance team/Finance Shared Services. Technology acumen in Robotics Process Automation, Workflow automation, Business Intelligence and Analytics a definite plus. In addition, experience with Project Management, HFM, Accurate, Blackline, Best, Microsoft SharePoint, Power Automate, and PowerBI would be considered advantageous.

Technical Competencies

Passion for systems and software Ability to research new procedures and functionality, with a commitment to provide continuous improvement Self-Managed, ability to self-direct and work independently Numerical aptitude and willingness to learn new skills SLA Management Customer focused Excellent communication skills Accuracy and attention to detail Problem Solving Developing and using collaborative relationships to facilitate the accomplishment of work goals * To work under pressure and think clearly and logically in challenging environments