Activity Based Service Manager at Vodacom

Role Purpose

The Activity Based National Service Manager role based within Enterprise Business Unit. The purpose of the role is to provide short term Service Management support to local VGE Customers & Service Managers focusing on the implementation of new business opportunities, improvement of VGE service offerings, increasing NPS Advantage or supporting a customer bid.

Your Responsibilities Will Include

• Provide Service Management to any VGE customers & Service Managers as needed, restoring confidence in Vodafone.
• Manage and resolve issues and support both VGE and customer business drivers, formulating short term service improvement, service development plans and end to end process service improvements in organization.
• Act and own escalation point to all customers in the Middle East and Africa region for Mobile and Fixed issues
• Retention of all VGE Africa strategic customers .
• Resolve and drive Customer Service delivery issues.
• Implemented the RAG and Risk register for the VGE Customers.
• Own, drive and support short term local initiatives to drive NPS advantage
• Understanding of the Vodacom internal business processes and finding disconnects with internal business processes between people, process and systems.
• Complete RCA’s (Root Cause Analysis) after an escalation.
• Drive Continuous Improvement - Built up a VGE CPS Africa CSI (Continual Service Improvement) process
• Support customer audits
• Manage and coordinate service and process improvement initiatives
• To implement predefined and identified support strategies ensuring alignment between VGE CPS Africa Customers, Support teams and back office teams.
• To champion Customer Experience.

Manage change and risk

• Close the contractual gaps
• Risk Management (Escalation prevention by persistent monitoring)
• Change Management

Implement Service Strategy

• Align individuals’ goals to customer goals e.g. cost reduction
• Own, understand and drive customer strategy
• Support Account plans

Own the end to end Service

• Own the E2E accountability for customer contract
• Service Management participation in customer strategic reviews
• Support the account plan
• Develop sector knowledge to support conversations with customers
• Deliver contractual tiered governance
• Deliver Service Credit Mitigation
• Strong engagement with Sales/commercial/Design/Deliver

Drive Service Propositions uptake

• All contract resigns aligned to service propositions

Drive margin maximization and opportunity management

• Cross-sell and Up-sell
• Drive Cost Optimization/Reduction
• Service Development plans in place

The Ideal Candidate For This Role Will Have

• Matric
• ITIL Foundation Training
• 3-5 years in the Telecommunications Industry
• Experience and understanding of Fixed product and service offerings is essential

Closing date for Applications: 13 November 2020