Service Management Lead

2 weeks ago

Midrand, 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.

  • Customer Service Lead

    1 month ago

    Midrand, South Africa People Dimension Full time

    Duties & ResponsibilitiesHandle walk in customer escalationServe as an intermediary between the customer service team and repair techniciansDesired Experience & QualificationWorking experience in the service industryTechnical background (Advantageous)IT qualification (Advantageous)Package & RemunerationR 10 000 pm

  • Professional Services Manager

    1 month ago

    Midrand, South Africa AdaptIT Full time

    **Listing reference**: adapt_000044**Listing status**: Online- **Position summary** **Industry**:Education & Training - **Job category**:Others: IT and Telecommunication**Location**:Midrand - **Contract**:Permanent**Remuneration**:Market Related - **EE position**:Yes**About our company** - A provider of leading specialised software and digitally-led...

  • Service Manager

    1 month ago

    Midrand, South Africa Tsebo Group Full time

    **About Us**: - As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients **reduced costs, risk and complexities** together with **increased quality, efficiency and productivity**. We specialise in **Catering**, **Facilities Management**, **Cleaning and Hygiene**, **Pest Control**, **Protection**,...

  • UX/UI Design Lead

    4 weeks ago

    Midrand, South Africa Deka Minas (Pty) Ltd Full time

    **Responsibilities** Design and Conceptualisation Lead a collaborative digital product/service design process by gathering input across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the...

  • Branch Manager

    4 weeks ago

    Midrand, South Africa Service Solutions Staffing Full time

    Witbank Our Client, a leader in Logistics is seeking to employ a Branch Manager at their Witbank branch Duties, but not limited to: - Assume responsibility in running the branch efficiently and profitably - Achieve monthly budgets and profits - Management of staff and fleet - Marketing and selling the rental of vehicles - Processing of invoices and...

  • UX/UI Design Lead

    1 month ago

    Midrand, South Africa Deka Minas (Pty) Ltd Full time

    Lead the design of user interface and the visual and user-experience elements of digital products. Applying an advanced level of expertise, guide stakeholders and team members in the practice of product design and lead the translation of high-level requirements into interactive designs. Responsibilities Design and ConceptualisationLead a collaborative...

  • Mining Strategy Lead/sustainability Lead

    6 days ago

    Midrand, South Africa Zanati Search Group Full time

    **Associate Director/MD Level - Mining Lead** **We Are**: Mining, metals, forest products and building materials companies face a once-in-a-generation opportunity to tackle industry-wide challenges. At the same time, the pressure has never been greater to be good stewards of our resources. With decades of experience, we have an unmatched combination of...

  • Customer Service Consultant

    4 weeks ago

    Midrand, South Africa Ikusasa Recruitment Group Full time

    Role Purpose Management and servicing of direct personal lines insurance 55 plus client portfolios whilst ensuring a balance between the company's business priorities including growth and client retention whilst adhering to the insurance needs of clients, in conjunction with Financial Services Regulations. Experience and Qualifications - 3 Years'...

  • Product Manager Digital Services

    4 weeks ago

    Midrand, South Africa Vodafone Full time

    **Role purpose**: The Product Manager represents the business stakeholders and is the voice of the customer guiding an individual squad for a particular business purpose. You will bring knowledge, insight, and leadership across the product lifecycle, taking the lead in identifying market trends and ensuring specific product lines within the connectivity...

  • Program Manager Services Management

    4 weeks ago

    Midrand, South Africa Vodafone Full time

    **Role Purpose/Business Unit**: Are you ready to join Vodacom’s exciting world of Digital IT and become part of a high performing, dynamic technology team? With our customers at the heart of our purpose, you will be part of the evolution of our IT technology landscape, harnessing the latest technical innovations available.The role holder is accountable to...

  • Regional Health and Safety Lead

    1 month ago

    Midrand, South Africa WSP Africa Full time

    **Company Description** We are WSP - Join us and make your career future ready! Think bigger scale. Think higher profile. Think ground-breaking. Join WSP, and you’ll be at the heart of a team of international experts all dedicated to growing and sharing their expertise, and working on projects that transform society for all of us. WSP is one of the most...

  • Lead Engineer RSS EPS

    1 week ago

    Midrand, South Africa Siemens Proprietary Limited Full time

    JobTitle / Role: Lead EngineerRSS EPS Organization:Lead Country South Africa Location:Midrand, SouthAfrica TheBusiness Siemens SmartInfrastructure combines the real and digital worlds across energy systems,buildings, and industries, enhancing the way people live and work andsignificantly improving efficiency and sustainability. We work...

  • Project Manager

    4 weeks ago

    Midrand, South Africa Watershed Consulting Full time

    **Job Description**: **Job advert: Project Manager - 1 Year Contract** **Midrand** **Role reports to Executive Manager: Operations** - **Experience in delivery IT / digital or service delivery projects**: - Thrive in a smaller, dynamic organisation - Willing to build the company's project management capacity - Proven experience in managing teams - Strong...

  • National Service Manager

    4 weeks ago

    Midrand, South Africa Vodafone Full time

    **Role purpose**: The National Service Manager role is based within the Commercial Operation business unit. To provide Service Management support to local Customers across multiple verticals or industries focusing on the implementation of new business opportunities, improvement of service offerings, increasing NPS Advantage, or supporting all customer bids...

  • Service Advisor

    1 month ago

    Midrand, South Africa Clicks Group Limited Full time

    Advert reference: click_012558 Advert status: Online - **Position Summary**: **Industry**:Wholesale & Retail Trade **Job category**:FMCG, Retail, Wholesale and Supply Chain **Location**:Midrand **Contract**:Permanent **Remuneration**:Market Related **EE position**:Yes **Brand**:Clicks Group **Introduction**: To ensure service excellence at the point...

  • Retentions and Collections Lead

    4 weeks ago

    Midrand, South Africa ikeja Full time

    Hey! We're ikeja, always with a lowercase "i." We're a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi. ikeja exists to eliminate the financial barrier to true unlimited internet access for those in the townships of South Africa while providing the best possible customer service and experience. ikeja has a...

  • Senior Manager: M&A Value Creation

    4 weeks ago

    Midrand, South Africa Deloitte Full time

    Job DescriptionWhat impact will you make?Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivalled opportunities to succeed and realize your full potential. Main Purpose of JobThe...

  • Service Operations Trainee

    4 weeks ago

    Midrand, South Africa Siemens Healthineers Full time

    Do you want to help shape the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry. We offer you a flexible and dynamic environment with...

  • Head of Finance: Shared Services

    1 month ago

    Midrand, South Africa Palesa Mbali Group Full time

    Reporting to the Head of Finance (Africa region), the **HEAD OF FINANCE: SHARED SERVICES** will be responsible for working closely with Finance Business Units and leading financial processes, financial accounting and managing group reporting and deadlines. Structure of Financial Shared Services for Africa: - Financial Accounting and Reporting - Tax...

  • Iam Lead Consultant

    1 month ago

    Midrand, South Africa Sabenza IT Full time

    IAM Lead Consultant Authorizations/ Security/ GRC, Technical - SAP Menlyn - Gauteng - South Africa, Midrand - Gauteng - South Africa, Rosslyn - Gauteng - South Africa Join Us in Shaping the Future of IAM Lead Consultant! Are you ready to embark on a journey where creativity meets expertise? Do you have a knack for problem-solving and a passion for...