Service Manager at Vodafone Global Enterprise

Role Purpose/Business Unit:

The Service Manager role is responsible for leading, prioritizing and managing VodaPay IT Service Management Practice related to:

• Incident and Problem Management
• Change management
• Continuous Service improvement
• Monitoring and Alerting
• SLA and OLA Management
• Executing and managing operational projects to ensure delivery as per agreed timelines and scope
• Vendor Management (In respect to the SLA’s)
• Furthermore, this role is also responsible for monitoring, maintaining, and supporting the operational capacity, availability, and performance of services against SLAs.

Your responsibilities will include:

• Leading the Change, Incident and Problem Management Function for VodaPay IT
• Leading and facilitating effective incident management activities across the VodaPay infrastructure, development and Ops team to ensure efficient resolution of outages and service disruptions
• Owning the incident and problem management process 
• Maintain metrics and reporting that provide visibility to stakeholders, Incident and Problem Management for VodaPay IT
• Coordinating Problem Management and Root Cause Analysis activities to prevent and mitigate future incidents
• Coordinating of releases into production environments in accordance to the Change Management process and procedures, and providing oversight to ensure successful service transition
• Leading and managing level 1 IT operations team that will support VodaPay from an IT incident perspective.
• Ensuring incidents are fulfilled within SLA between internal IT teams and third party vendors.
• Collaborate with product, engineering, and customer support teams to resolve service issues and implement improvements
• Support a cross-functional team of support engineers, DevOps, and service desk analysts.
• Manage all communication during an incident keeping all stakeholders informed

Service Management Reporting of key VODAPAY Services

• Managing and ensuring SLAs and KPIs of VodaPay services are maintained
• Reporting of availability and performance for VodaPay.

Maintaining common operational controls and governance for VODAPAY IT Services

• Ensuring necessary operational controls and governance are in place and policies to ensure alignment
• Ensuring Operational requirements included in the development of new services and overseeing the service transition process of services into the production environment.
• Leading Service Improvement Initiatives
• Implementing and coordinating activities to drive Service Improvement across VODAPAY IT services

Monitoring and Alerting

• Ensuring effective monitoring and alerting across the VodaPay Eco-system
• Monitor and maintain infrastructure performance, capacity and availability, facilitating 2nd and 3rd level support for the resolution of application and infrastructure-related incidents

Core competencies, knowledge, and experience:

• Agile methodologies and techniques used in development of services and products
• Strong knowledge of Change, Incident and Problem management strategies and processes (ITIL)
• Experience in effective troubleshooting techniques, incident remediation strategies and problem-solving methodologies
• DevOps principles, practices, processes, and tools
• Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, APIs
• Strong problem-solving skills and ability to adapt to new methods and processes
• Strong relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
• Strong communications skills and time-management skills, with the ability manage multiple tasks
• Understanding of both the Telecommunications and Fintech technologies and services 
• Experience in monitoring technologies and application performance management tools
• Experience in managing and maintaining High-Availability, Resilience and Performance in large-scale solutions
• Experience and knowledge of ITIL and Agile methodologies and frameworks

The ideal candidate for this role will have:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field preferred
• Eight or more years’ experience in coordinating and delivering major projects and programs
• Extensive experience in managing dependencies effectively across multiple delivery teams, meeting deadlines and business outcome objectives
• Experience managing multiple vendors, and managing delivery with the vendors
• Experience with project management tools e.g. JIRA, MS Project
• Professional experience and knowledge of digital and Telecommunications industries strongly preferred

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: 11 July 2025