Senior Manager – Business Support System

ZAMTEL, a dynamic and vibrant organization with a focus on excellent customer service provision, seeks to employ a talented and qualified professional for the following position:


  • The Senior Manager - Business Support Systems is responsible for leading and planning for all the Internal Business Systems such as the Contact Centre, Enterprise Resource systems, Point of Sale and Management Information Systems.
  • The Individual is responsible for ensuring that there is seamless integration of All Business support systems and the services are available to all stakeholder.
  • He/she is also responsible for the Capacity management, designing, implementing and enforcing policies and procedures, as well as streamlining effective processes across stakeholders.
  • This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the Section.

Purpose of Job (Responsibilities)

  • Management of day to day operation of Business Support Systems, ensuring that planning, end-user impact, change management, quality management are addressed and monitored.
  • Manage and develop the Business support teams, working with them to plan and prioritize workloads, set objectives, conduct appraisals and support them to continually improve performance and results.
  • Manage all Management Information Report and ensure that all report reports are accurate
  • Management and development of all business systems automations and integrations.
  • Develop, implement and Manage Business Systems Process and Procedures in line with Company policies and process.
  • Management and implementation of Business support projection
  • Engagement other stakeholders (Marketing, Networks and Finance and Sales, Contact Centre) to discuss Business requirements and ensuring that they are implemented as per requirements
  • Management of KPIs on Business Support Systems performance
  • Takes ownership of the task and delivers quality in a timely manner
  • Liaise with Systems Vendors on issues that affect smooth operation of Business Systems

Job Specification

Minimum Qualifications:

  • Graduate Engineer (B.E Computer Science/Msc) from a recognized university
  • Professional Registration:

Minimum Experience:

  • 5+ years of experience in handling IT operations (Telecom or related industries)

Key Results Areas (Accountabilities)

  • Ensure efficiency and optimum usage of Business Systems’ infrastructure of the organization
  • Ensure implementation of all systems under Business Support are as per requirements
  • Ensure reduction in overhead costs
  • Ensure that measures are taken to avoid interruption to service delivery of the Business Support and MIS
  • Ensure that all Business Support systems comply to the quality of standard of ZAMTEL.
  • Ensure implementation of industry best practices in Business support system infrastructure management
  • Takes ownership of defined goals and works through the same to deliver customer needs
  • Ensure that the Regulatory and Company policies are maintained on the Business Support system.
  • Ensure that all processes and Procedures are in place and adhered to for the Business support team.
  • Ensure that the team are highly motivated to do their job.
  • Ensure that there is efficient and effective management of Business Support Systems Vendors
  • Ensure that all the Management reporting are as per requirements and accurate

Qualifications, Experience & Attributes

  • Graduate Engineer (B.E Computer Science/Msc) from a recognized university
  • 5+ years of experience in handling IT operations (Telecom or related industries)
  • Very good knowledge of Operating systems and Databases
  • Very good knowledge of Business Systems such as ERP, Contact Centre Systems, PABX and POS.
  • Software Engineering and Programming skills in JAVA, PHP or C#
  • Good knowledge of common API such as SOAP, REST, XMLRPC,
  • Specialist certifications in programs such as Business Analysis, Project Management (PM), ITIL (Information Technology Infrastructure Library) and/or COBIT (Control Objectives for Information and Related Technologies)

Personal Attributes

  • Entrepreneurial & Self Motivated - Highly motivated individual with an entrepreneurial attitude and is a team player
  • Detail Oriented - Conscious of details and its impact on customer (internal & external) delivery/ satisfaction
  • Problem Solving & Analysis- Understands data and situations, links issues to find cause effects that impact deliverables.
  • Planning & Execution for self and team - Understands deliverables needed, plans work for self and team, delegates and establishes milestones for delivery, reviews to enable timely completion. Is able to priorities work to deliver on organizational needs
  • People Leadership - Is focused on building teams through continuous feedback and enables learning. Rewards best behaviors
  • Communication & Influencing - Is a confident communicator, is able to negotiate to find win -win situations, manages conflicts and is able to influence
  • Learnability & Flexibility - Continuously seeks to understand the distinctions of work/ scenarios, is willing to adapt own working style. Willingly seeks inputs to learn and adapt
  • Customer Focused- Understands the importance of appreciating customer feedback, actions analysis and improvises to find better ways to deliver business and processes

Key Skills:

  • Very good knowledge of Operating systems and Databases,
  • Very good knowledge of Billing, Online Charging, CRM and VAS platform
  • Software Engineering and Programming skills in JAVA, PHP or C#
  • Certification in Specialist programs such as Business Analysis, Project Management (PM), ITIL (Information Technology Infrastructure Library) and/or COBIT (Control Objectives for Information and Related Technologies) or
  • Good knowledge of common API such as SOAP, REST, XMLRPC, etc.
  • click here to download the full job profile
  • Interested candidates should submit their applications electronically via our website
  • Applications should be sent electronically consisting of a letter and CV as a single document(PDF or word)
  • Applications should be saved and sent in the following format:Job title_Name_CVnote
  • e.g. Senior_Network_Administrator_Bwalya_Mpundu_CVnote
  • Note:
  • If you previously applied for this particular job and made a mistake in applying by sending an incorrect CV or Application and wish to change the file, simply re-upload the file and re-apply to update the previous document.

How to Apply

Submit your CV and application on company website:

Zambia Telecommunications Company Ltd (ZAMTEL) image
Zambia Telecommunications Company Ltd (ZAMTEL)
Telecoms and IT
Telephones and Mobiles
Phones and accessories
Established in 1994, Zambia Telecommunications Company (ZAMTEL) is a government owned telecommunication and internet service provider. It provides cost effective, communication solutions and services that consistently offer unrivalled customer experience through the use of cutting edge technology and customer focused marketing whilst maximising shareholder value. The products include Zamtel land-line services, Zamtel prepaid, Zamtel mobile internet and Zamtel international roaming services.

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