IT Service Manager at Vodacom

Role Purpose

• The IT Service Manager oversees a number of key functions within the IT Operation’s department that
• enable the delivery of a high-quality service to end-users, and to ensure Service Support and
• Service Delivery processes are in place to meet business needs. This position is a stakeholder
• facing role and requires that you establish and manage expectations within the business and drive
• the IT teams to achieve those expectations to a high standard. With the involvement of stakeholders, the role will define and implement a Service Support Solution monitoring strategy to determine efficacy and remediation of IS Technology Channel Service Support Solutions to optimization and efficiency in line with requirements.

Your Responsibilities Will Include

• Lead, define, drive and support IS Technology Service excellence by driving adoption of the IS Technology Channel Service principles in the design and execution of new support services with new support structures - internal or external
• Develop metrics on IS Technology Service Support delivery per channel.
• Owner of the Incident, Request, Change and Escalation processes, ensuring compliance and high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As an owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure facilitation and coordination of resolving parties, effective communication to stakeholders, and post-incident review
• Drive, monitor, control, support, and review service delivery; ensuring systems, methodologies and procedures are in place, followed and maintain a level of quality service delivery.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Develop a IS Technology Service Support Strategy roadmap per channel
• Manage implementation against this roadmap with the business owners and the delivery areas. This involves a high level of complexity and will require influencing at a senior level across business units to ensure prioritization, alignment, and successful implementation of the service processes and standards
• For the use of customer and service data analytics; and analysis to inform the Service Support roadmap and priority of Service Support Improvements changes.
• Developing and socializing digital-class support principles that govern the IT & Technology Services solutions to ensure a full end-to-end service offering.
• Defining the principles that guide and govern the IS Technology Channel Service Support Solutions - together with product leads, technology solution architects and application architects. Delivering this capability involves a high degree of complexity – and requires the mapping/understanding of complex internal and external processes and systems, heavily reliant on systems thinking, the balancing of competing priorities with, and for multiple interest groups.
• Identifying opportunities and establishing partnerships with Customer Operations and Business Partners to drive service efficiency, service quality, service metric evaluation and the IT & Technology Services strategy.
• Align with Key stakeholders to ensure the operationalization of the IS Technology Service Support Solutions including service cost and service productivity metrics to drive ongoing assessment and
• change initiatives within the Technology development practice
• Co-ordinating and managing feedback from service channel communities and organizational learnings disseminated from the IT & Technology Services functions and stakeholders
• Report on and conduct post-implement reviews with stakeholders and management to measure service support performance against the Service Level expectations and where applicable - design, develop and execute remediation plans.

The Ideal Candidate For This Role Will Have

matric essential

Must Have Technical/professional Qualifications

• A B degree qualification specializing in IT is essential
• 5 years’ + experience in an IT environment is essential
• At least 2 years’ experience of ITIL Service Management and Operations is essential.
• At least 2 years’ experience at the management/ supervisory level is essential.
• At least 2 years’ experience in Telecommunications and/or Digital systems delivery is essential
• Understanding of and exposure to Software Development lifecycle methodologies and , Service design is essential
• People Leadership capabilities - Experience in leading teams of highly skilled business and technical resources
• Collating information from various business and technical stakeholder groups.
• Flexible: able to adjust easily to rapid change, a strong sense of urgency and able to work well under pressure
• Obsessed about client service and satisfaction
• Effective Planning and Organising
• Business writing & reporting
• Sound knowledge of business and financial processes.
• Creative Thinking an Innovation
• Deep understanding of telecommunications systems
• architecture (GSM, VAS, Fixed Line).
• Expert understanding of telecommunications products, services and telecommunications service implementation and benchmarking
• Deep understanding and experience of product and service development; and supporting a new concept or new product to market maturity from a large organization service perspective.