Service Management Lead

2 weeks ago

Midrand, Gauteng, South Africa Vodafone Full time

Role purpose:

The Service Management Lead role is responsible for leading, prioritizing and managing VFS 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


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:

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 the vertical product domains from a IT incident perspective.

Ensuring tickets are fulfilled within SLA between internal IT teams and third party vendors.
Service Management Reporting of key VFS Services
Managing and ensuring SLAs and KPIs of services are maintained
Maintaining common operational controls and governance for VFS 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 VFS IT services
Development common framework which will be executed upon by vertical area counterparts
Monitoring and Alerting
Owning the incident and problem management process
Ensuring respective vertical teams follow the prescribed process
Maintain metrics and reporting that provide visibility to stakeholders Incident and Problem Management at VFS IT
Coordinating Problem Management and Root Cause Analysis activities to prevent and mitigate future incidents

Technical / professional qualifications:

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

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
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 communications skills and time-management skills, with the ability manage multiple tasks
Understanding of both the Telecommunications and Fintech technologies and services
Experience in managing and maintaining High-Availability, Resilience and Performance in large-scale solutions
Experience and knowledge of ITIL and Agile methodologies and frameworks

Closing date for Applications
: 14 August 2023
The base location for this role is,
Vodacom Campus, Midrand.
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.

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