At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
What you’ll do
The Service Manager liaise with or lead multiple Technology service operations teams to ensure the customer services are recovered in accordance with the Service Level Agreements. During Major Incidents the Service Delivery Manager will participate in service recovery and will drive to ensure that end-to-end customer services are restored without delay and ensure implementation on Long Term Preventative Measure to avoid recurrence of incidents.
Key Accountabilities
Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to Vodacom Lesotho customers
Managing interdepartmental operational relationships
3rd Party supplier operational management and ensuring delivery of service to agreed SLAs/KPIs
Internal operations liaison within Vodacom/Vodafone Group Technology
Proactively identifying opportunities for continuous service improvement (CSI), recommending and implementing process enhancements, tools and technologies.
Developing improvement plans and training the technology in best operational practices
Implementation and maintenance of key COBIT objectives such as: Problem & Incident management; quality management; Vendor Management; Service agreements management; Capacity & Availability management; etc.
Lead the architecture practice to ensure that solutions, systems, platforms deployed within Vodacom Lesotho support the required quality and the expected availability of services.
Competencies
Skilled oral and written communication
Influencing is a key skill and confident in discussions with executive leadership
Management of large Technology environments, with always-on service offerings.
Qualifications and Experience
Bachelor of Science (or related IT/Engineering) degree
Familiarity with service management frameworks such as ITIL.
Familiarity with product ownership (PO) processes, procedures or standards
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.