Vodacom South Africa: Service Management Manager Job

Posted on :

23 Jul, 2010

Category :

Management Jobs in South Africa, Telecom Jobs in South Africa

Vodacom, South Africa’s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU!

Vodacom is an award winning company and has expanded into Africa. The company is driven by The Vodacom Way which embodies a spirit to win, to deal straight and to sincerely care about everything we do! Vodacom firmly believes that it can enhance people’s lives and empower them. Most of all, those who work for Vodacom will seek to do the impossible. This creates a dynamic and exciting work environment offering opportunities for personal and professional growth.

Vodacom South Africa is seeking to recruit Service Management Manager

Job Reference Number: 2604/AM/ManServMan/BB/Mid

Reports To: EHOD: Client Services Operations Centre


The Manager, Service Management must:

• Ensure optimal service delivery with minimum disruption to clients business

• Full accountability for customer problems and escalations

• Performance reporting, trend analysis, root cause analysis, SLA metrics and management

• Internal accountability for solution sold to customers with regards to performance metrics and configuration standards

• Ensures that all services sold to customers is configured, deployed and measured according to the solution sold and the customer’s requirements.

• Management of the service portfolio

• Change control management and Incident/Problem and Change notification management

• Internal and third party escalation management

• Direct involvement with clients on solution design with the assistance of internal teams

• Client risk management

• Contract management

• Third party management

• 24 Hour Availability

Key Outputs:

• Manage Portfolio Management

• Manage Operations and Improvement

• Manage Service Management and Governance

• Manage Relationships

• Manage Human Resources



• Excellent client management skills

• Report writing skills

• Financial and budgeting knowledge

• Administration

• Attention to detail

• Problem solving & analysis skills

• Interpersonal skills

• Decision making skills

• Multi tasking ability

• Analytical thinking skills

• Technical writing skills

• Interpersonal skills

• Computer literacy

• Project management

• Excellent communication skills

• Coordinating skills

• Customer service orientation skills

• Strong leadership and influencing skills

• Strong Management skills

• Strong client relationship management skills


• Tier 1 ISP model and typical ISP technologies

• Knowledge on MPLS networking as well as VoIP

• GSM network technology knowledge advantageous


• Strong Management skills

• Must be able to communicate at an Executive level

• Organised

• Problem solver

• Customer centric

• Quality Oriented

• Attention to detail

• Stress tolerant

• Solution driven

• Self Motivated

• Self Learner

• Enthusiastic

• Team orientation

• Confidence

• Detailed focus

• Patience

• Flexible

• Dynamic

• Assertive, pro-active and initiative

• Ethical

• Passionate about work

• Empathy

• Understanding


• Matric (or SAQA accredited equivalent*) plus a relevant 1 year Certificate AND a minimum of 8 years relevant working experience,


• A relevant 3 year Business or Technical Degree or National Diploma (or SAQA accredited equivalent*) AND a minimum of 5 years relevant working experience

• ITIL / ISO / eTOM qualifications (Advantageous)

• At least 3 years technical experience in the Tier 1 ISP market

• At least 3 years experience in problem and escalation management

• SLA Management experience essential

• Financial and budgeting experience

• Operational (virtual) team management experience (Advantageous)

* Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.

Employment Equity:

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process

Apply online

Response Deadline: 27/7/2010

Anybody asking you to pay money to schedule your interview or offer you job may be a scam

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