Executive Head : VB IT Service Delivery Management at Vodacom

Role Purpose

• The role’s main focus is to ensure a world-class delivery of technical services and customer experience through the management of the Fixed and Digital services CRM technical platforms, processes and technology.
• Operational excellence in supporting our Enterprise customers, Commercial and Technical Support teams as well as the Retail and Call centre channels, Partners and external Service Providers.
• Facilitate the Intra Technology Commercial engagement and partner with the Vodacom Business(VB) and FTTX stakeholders to ensure a seamless experience for customers. Align with supporting business units like Customer Operations, Technology Operations and Digital Online and enable them with “always available” resilient systems and business solutions in alignment with the Division’s budget and the overall VB IT strategy.
• The incumbent will be responsible for leading, structuring, managing and building a diversely skilled and high-performance team within the IT SA Business Unit. This role also has the responsibility of ensuring audit, governance and security compliance and embedding the necessary controls across all systems, processes and data in scope.

Your Responsibilities Will Include

Key accountabilities and decision ownership

• Foster a strong Techno-Commercial interface between the Business Unit, Technology and other business enabling channels
• End to end Service Management by leveraging the appropriate IT frameworks and processes, structuring and organizing teams to deliver services in alignment with service metrics, standards and business expectations.
• Manage the prioritization of the Business Unit demand roadmap against company strategy, budget and capacity constraints (balancing demand against supply capacity) and ensure business and technical counterparts are aligned to deliver.
• Manage the development and ensure sound delivery practices, design principles and solution architectures are implemented in alignment with the underlying architectures of enterprise BSS/OSS systems best practices
• Deliver IT for IT and other IT operational demands effectively to ensure ongoing availability and operation resilience
• Ensure systems availability and performance of the CRM system landscape meets divisional SLA’s.
• Manage budgets – Capital & Operational Expenditure budgeting, forecasting. Expenditure optimised and in line with business and IT for IT expectations.
• Manage suppliers to ensure performance in line with managed services KPIs, working with SCM procurement to ensure contractual obligations are met and relevant
• Develop a high performing team of permanent and contractor staff ensuring aligned with IT strategy and highly skilled to deliver in the functions assigned.
• Lead and own the operational architecture, ensuring all decisions regarding systems and transformation are aligned with delivering on the operational business demands and IT best practices.

Leadership and teamwork

• Mirror Servant Leadership Principals and behavior
• Provide inspirational leadership and coaching across the Vodacom organization to deliver business outcomes for VBIT Fixed
• Champion of change, positioning VB IT’s way of working as a model for customer led, brand experience, new company culture and organizational development
• Create a high level of employee engagement to deliver the leading customer experience in Vodacom embracing a culture of diversity in team
• Create an environment responsive to rapid changes in market conditions, intraday, weekly and monthly
• Actively manage relationships and alignment with Technology, specifically across Vodacom Business and International units as well as with key suppliers, partners and local markets
• Develop individuals within the team with real-time coaching, feedback and timely career and succession planning, ensuring that each individual has a documented personal development plan
• Ensure recruitment and retention programs attract and maximize worldbclass talent to develop a high-performance team

Vendor Management

• Work with all partners to implement IT solutions that deliver to the continuously increasing business and customers needs
• Ensure that all strategic partners deliver on their contractual operational service levels and are focused on solving for the customer.
• Ensure supplier management, defining and communicating vendor strategy in cooperation with Supply Chain Management and working with internal global suppliers across the Region
• The Ideal Candidate For This Role Will Have

Must have technical/professional qualifications:

• Grade 12
• 3-year Engineering/Commerce/IT or Business related Degree is essential

A minimum of 8 to 10yrs hands-on experience is essential in :

• IT Service Management and Portfolio Management
• Experience in Applications Operations of large scale enterprise systems in an ITIL framework context
• Telecommunications industry
• Stakeholder Management
• A minimum of 5 years’ experience in delivery of CRM BSS/OSS systems is essential, with Fixed Line, Mobile, Fibre and other broadband technologies would be an advantage
• A minimum of 3 years’ experience in IT service management
• A Minimum of 4-5yrs experience in a Leadership/Management role essential

Desired

• Ideally will have experience of both consumer and enterprise customer experience management.
• An honours or masters degree although not essential would be an advantage.
• Essential

Core competencies, knowledge and experience:

• Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels both internally and externally.
• Natural “servant” leader with excellent written and verbal communications skills to drive alignment with the product vision
• Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy
• Natural Problem Solver with strong technical systems background and comfortable with/thrive in environments with a high level of complexity
• Good understanding of Fixed Line and complex systems solutions
• Excellent IT, Telecommunications and Product Development knowledge and experience
• Proven track record for excellent achievement in IT Leadership
• Solid IT Operations and Business Operations experience
• Solid experience in SDLC, Design Thinking and ITIL framework
• Excellent collaboration skills across the business and technical domains
• Proven experience working in an Agile delivery
• Ability to lead and align teams cross-market / function without necessarily having direct management control
• Has a breadth and depth of product management experience in delivery