Specialist: Service Delivery at Vodacom

Role Purpose
The Specialist FM Service delivery role based within Technology.

Role purpose: 

• Escalations, problem management, measurement and reporting, Monitoring and on-duty shift support services. OPCO Support, SLA Management, OLA Management, WAR ROOM Co-ordination, Relationship Management  

Your responsibilities will include:

• To liaise with internal and external support teams toward fault resolution in order to meet SLAs & OLAs 
• Supervise and provide support to the T1 teams, Support other areas of the business and Opco’s. 
• To monitor and measure quality of Incident Management, Problem Management, Change Management processes. (Continually evaluate and improve existing FM processes and systems) 
• To notify and escalate major incidents as per the fault handling and escalations procedures. (ensure  all escalations procedures are adhered to)
• To compile incident reports, routine and ad hoc management reports and reconcile incidents with business partners 
• To co-ordinate the WAR room and resolution of network failures
• Be able to deliver AdHoc tasks or project with minimal supervision until completion (e.g. implementation dashboards required in FM, Tools improvements etc.)

The ideal candidate for this role will have:

• Analysing, Persuading and Influencing 
• Deciding and Initiating Action
• Achieving Personal Work Goals and Objectives
• Presenting and communicating information 
• Leading and Supervising
• Interpersonal skills
• Problem solving skills
• Customer centric

Knowledge

• Contract, SLA and Relationship Management 
• Incident Management & Problem Management.
• Network Management processes and principles
• Report writing 
• GSM knowledge and related technologies

Experience 

• At least 4 years work experience within Telecommunications or IT – essential.
• At least 3 years work experience in an environment where you co-ordinated WAR ROOMs/ Boilers to resolve major failures 
• At least 3 years work experience dealing with business customers or business partners outside your organisation is essential 
• At least 3 years managing SLA/OLAs  and communicating with the Senior management team
• At least 3 years’ experience working in the NOC or environment dealing with Incident Management and problem Management 

Must have technical / professional qualifications: 

• Matric essential
• Degree/3 Year National Diploma (S4)/within the Electrical Engineering /Information Technology /Computer Science/ Software Engineering is essential 

Closing date for Applications: 09 June 2021 

• The base location for this role is Midrand, Vodacom Campus
• The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
• Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.