Senior Manager: VB IT Service Management

Location: Midrand, South Africa
Salary: Market Related
Recruiter: Liyema Consulting
Job Ref: JHB000403/AM
Summary: The role will define, evaluate and benchmark Service Support Solutions addressing the Service Design, Service Transition, Service Operation and Customer Experience capabilities for Client’s Business IT Fixed & FTTX from a technical solution and support perspective.

 

 

Job Description

Must have technical / professional qualifications:

  • A  B degree qualification specialising 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 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

 

KEY ROLES RESPONSIBILITIES

 

  • Defining the principles that guide and govern the Client’s Business IT Fixed & FTTX Service Support Solution Delivery in line with Client’s Technology Governance policies and procedures - together with the Portfolio Management and Delivery teams. 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, balancing of competing priorities with, and for multiple interest groups.
  • Defining the principles that guide and govern Business Facing Support Desk.
  • Implement, monitor and ensure continuous improvements on the Service Desk support process, Solution Delivery e.g. data analysis on the Business Service requests trends to identify gaps and develop strategies for operational and solution delivery improvements.
  • Develop performance metrics for the Operational support and Business Reporting services delivered per channel  (i.e. Direct/Fixed channels, product management, commercial finance and customer services)
  • Providing service standards, processes and service support practises to the VB-IT Fixed  Service Operations community
  • Co-ordinating and managing feedback from service channel communities and organisational learnings disseminated from Vodafone Group functions
  • Assimilating, analysing and incorporating industry data, stakeholder forum guidance, and internal data sources to support ongoing service solution improvements and innovation of service  standards, processes and practises
  • Identifying opportunities and establishing partnerships with Customer Operations and Business Partners to drive service efficiency, service quality and service metric evaluation.
  • Develop a VB-IT Fixed Service Operations Strategy roadmap per channel (i.e. end-to-end). 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
  • Align with Product Owners and Delivery Scrum teams  roadmaps to ensure operationalisation of the VB-IT Fixed Service Operation Solutions including service cost and service productivity metrics to drive ongoing assessment and change initiatives within the Technology development practice
  • Based on metrics defined,  champion the business case for development changes to ensure continual improvement and to execute on the vision of Lean Operations
  • Gather global and local insights to identify VB-IT Fixed Service Operations gaps and leverage on continual Service Improvement Opportunities.
  • Mapping and evaluation of service support journeys experiences across all VB Fixed Service channels.
  • Supporting the service channels and the Business support areas to deliver against SLA’s
  • Define with Stakeholders, and report on service incidents and business concerns from the various channels and service points.
  • Lead, define, drive and support VB Fixed & FTTX Service excellence by driving adoption of the  Client’s Technology Service principles in the design and execution of new support services with new support structures  - internal or external -  to Client’s
  • The role is primarily an internal expert, thought leader and strategic decision maker for the service solutions provided by VB Fixed & FTTX across all the Services Domains. The goal is Lean Operations and Customer Service Excellence
  • The role requires relationship building working closely with the Client’s functions and external companies, where persuasion and collaboration skills to meet the required outcomes will be essential.
  • The candidate is required to be highly skilled and knowledgeable in evaluating and developing service operation support plans, as well as having strong influencing and relationship management skills.  The ability to work with service partners to develop support offerings and to identify lean operation opportunities - will be fundamental.
  • Manage the Opex and Capex budget and timeous payments to suppliers 

 

  • To manage staff, including knowledge transfer, performance reviews, appraisals and  development etc.

 

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