Manager: Service Delivery Management at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The ideal candidate is a decisive operational leader with deep experience in high‑severity incident response, war room leadership, stakeholder escalation, and service recovery in complex technical environments.
• You will be responsible for establishing full situational visibility, coordinating cross‑functional teams, and continuously improving how the organisation manages and resolves major incidents.

Your responsibilities will include:

• Provide clear end‑to‑end leadership for all P1/P0 incidents, ensuring rapid restoration of services.
• Establish, lead, and control War Rooms for critical outages to ensure focused and coordinated recovery efforts.
• Drive structured Boiler Room sessions during prolonged instability or post‑incident to accelerate recovery and action closure.
• Drive escalation to internal stakeholders to ensure rapid decision‑making, timely resource mobilisation, and executive visibility.
• Deliver clear, concise incident communication to executives, technical domains, business teams, and customer‑facing units.
• Produce high‑quality incident reports and management‑level trend reports covering MTTR, recurring issues, and service impacts.
• Lead Post‑Incident Reviews, ensuring robust RCAs and tracking corrective and preventive actions to closure.
• Ensure consistent execution of the Major Incident Management process across all domains.
• Collaborate closely with Problem, Change, Fault, and Event Management to strengthen end‑to‑end incident lifecycle maturity.
• Use dashboards, analytics, monitoring tools, and collaboration platforms to drive visibility and reduce MTTR.
• Maintain strong cross‑functional partnerships with Network, IT, Cloud, Vendors, and Business units for coordinated incident response.
• Identify patterns and risks leading to major incidents and contribute to service reliability and resilience improvements.
• Build, coach, and manage a high‑performing team of Major Incident Managers, ensuring 24/7 operational readiness.
• Promote a culture of accountability, structured execution, and continuous improvement.

The ideal candidate for this role will have:

• Degree/3‑year National Diploma or degree field related (Essential)
• ITIL Foundation or higher (Advantageous)
• Certifications in service operations, incident leadership, or operational excellence (Advantageous) 

Core competencies, knowledge, and experience:

• Critical thinking and problem solving
• Strong analytical and decision‑making capability
• Clear and confident communication
• High collaboration and stakeholder engagement
• Leadership under pressure
• Customer‑centric mindset
• Ability to drive clarity and structure during crises
• 5+ years experience in Telecommunications, Technology Operations, IT Operations, or related real‑time service environments. (Essential)
• 3+ years experience in Major Incident Management, Incident Command, or Operations Command Centre leadership (Essential)
• Proven experience running War Rooms and/or coordinating high‑severity technical incidents (Essential)
• Experience working with cross‑functional technical teams (Network, IT, Cloud, Digital, Enterprise) (Advantageous)
• Strong understanding of ITIL processes (Incident, Problem, Change, Event) (Advantageous)
• Experience with operational dashboards, monitoring platforms, and collaboration tools (e.g., ServiceNow, Remedy, Teams bridge management, analytics dashboards) (Advantageous)
• Background in reporting, RCA facilitation, and executive communication (Advantageous)

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 12 May 2026