ROLE PURPOSE<\/p>\n
\tThe Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.<\/p>\n
In general, the Service Manager has:<\/p>\n
\tVisibility at a management level within Vodacom Business and in the Customer environment
\n\tAwareness of the Customer\u2019s business priorities, objectives and business drivers
\n\tAwareness of the role Vodacom Business plays in enabling the Customers business objectives to be met
\n\tCustomer service skills
\n\tAwareness of what Vodacom Business can deliver to the customer, including the latest products and capabilities
\n\tThe ability to use, understand and interpret Vodacom Business processes, policies and procedures and to ensure adherence
\n\tGood influencing skills and is a good negotiator, as he or she often does not have authority over staff working with his or her processes
\n\tThe competence, knowledge and information necessary to perform the role
\n\tMust be an effective communicator
\n\tKeep aware of changing business needs.
\n\tEnsure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
\n\tTechnical involvement in allocated customers\u2019 issues and providing recommendations in conjunction with Technical Service Teams.
\n\tEnsure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
\n\tAccommodate any existing Service Improvement Plans \/ Programs within the Service Management process.
\n\tSolutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
\n\tPOCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
\n\tCoordination of projects to remedy and improve existing services to customers networks.
\n\tMonthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
\n\tEnsuring that ITIL best practice is followed.
\n\tTriggering any Service Improvement Initiatives.
\n\tFunctions as a point of escalation for Service Management Analysts.
\n\tEscalation of SLA (Service Level Agreement) breaches to Manager Service Management.
\n\tReporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
\n\tRecommending service improvements and initiates Service Improvement Programs.
\n\tExpedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
\n\tEnd-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
\n\tEnsuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
\n\tAnalyse and review Service Performance against the SLAs.
\n\tOrganise and maintain the regular Service Level review process with the Customer which covers:
\n\tReview outstanding actions from previous reviews
\n\tReview current performance
\n\tReview Service Levels and Targets (where necessary)
\n\tAgree appropriate actions to maintain \/ improve Service Levels
\n\tInitiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
\n\tAct as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
\n\tAttend Change Advisory Board meetings when appropriate.
\n\tIdentify improvement opportunities to make Service Management more effective and efficient.
\n\tEnsure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
\n\tEnsure that the Service Management process operates effectively and efficiently
\n\tEnsure that reports on Service Performance and Achievement to the Customer and Vodacom Business are produced, checked, and presented regularly and at an appropriate level.Monitor and manage the perception and expectation of the customers.<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
\tThe Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
\n\tA minimum of 3 to 5 years\u2019 experience in an IT or Telecommunications environment is required.
\n\tProficiency in Microsoft Word, Excel and PowerPoint\u00a0
\n\tMatric\/Equivalent
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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