Service Manager by Vodafone
The Service Management role serves to support EBU customers who are of sufficient size or strategic importance to Vodacom. Service Managers hold Internal accountability for the in-life functioning of the solution sold to customers with regards to the SLA, performance metrics, and configuration standards. Service Managers are responsible for customer liaison, escalation management, and Continuous Service Improvement.
Your responsibilities will include:
To ensure that the services delivered to the customers of Vodacom are functioning within the minimum boundaries of the service levels agreed to in the SLA concluded with the customer.
To ensure that any issues arising with the delivery of the services to the customer are addressed and resolved within the timeframes and parameters specified in the Customer-specific SLA.
To provide regular feedback to the customer regarding the performance and quality of the services delivered to them by Vodacom.
To act as an effective communication channel between the customer and Vodacom.
To enforce continual service improvement through the measurement and review of actual performance against service level targets and taking corrective action on performance deviations.
The ideal candidate for this role will have:
Matric plus a relevant Certificate AND a minimum of 8 years relevant working experience.
A relevant 3 year Business or Technical Degree or National Diploma (or SAQA accredited equivalent*) AND a minimum of 5 years relevant working experience.
ITIL / ISO / eTOM qualifications (Advantageous).
At least 3 years technical experience in the Tier 1 ISP market – essential.
At least 3 year experience in problem and escalation management – essential.
SLA Management experience-essential.
Financial and budgeting experience – essential.
Operational (virtual) team management experience (Advantageous).
Knowledge of ISP Technologies, Broadband and Access solutions.
Knowledge of MPLS networking as well as VoIP and Hosted Solutions.
Understanding of IP/GSM/Telecommunications/ICT Industry.
GSM network and Converged technology knowledge advantageous.
Excellent client management and soft skills.
The base location for this role is, Midrand, Vodacom CampusThe Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates, and values diversity & inclusion.
Closing date for Applications: 27 August 2021