Manager: Service Management

2 weeks ago

KwaZuluNatal, South Africa Vodafone Full time

**When it comes to putting people first, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.

**Role Purpose/Business Unit**:
To lead the Service Management team in delivering exceptional after-sales service and technical support to Vodacom Business customers, ensuring optimal service provisioning, activation, and maintenance, while driving continuous improvement and people development in line with Vodacom’s commitments and customer expectations.

**Your responsibilities will include**:
**1. People Leadership & Team Development**
- Lead, coach, and develop a team of Service Specialists.
- Set clear objectives, conduct regular performance reviews, and foster a culture of high performance and customer obsession.
- Ensure effective resource allocation and succession planning.

**2. Service Portfolio Management**
- Oversee the deployment and management of services (fibre, SDWAN, MPLS, LTE, internet, mobile communications).
- Ensure timely activation, testing, and handover of services to customers.
- Drive service improvement plans and root cause analysis to prevent SLA breaches

**3. Service Operations & Continuous Improvement**
- Manage incident, problem, and change notification processes.
- Implement mechanisms for SLA compliance, reporting, and penalty mitigation.
- Coordinate with internal departments (PMO, Technology, CSOC) and external vendors for service delivery

**4. Customer Experience & Relationship Management**
- Ensure customer services are available and usable as per agreed SLAs.
- Document and manage customer experience metrics (NPS, surveys).
- Engage with customers, partners, and internal sales teams to provide regular updates and resolve escalations

**5. Strategic & Operational Accountability**
- Align service delivery with business goals and customer contracts.
- Track service delivery milestones and report progress to stakeholders.
- Analyse churn reports and implement plans to minimise customer loss due to poor service
- Cisco certification (CCNA, CCNP,CCDA/CCDP) - advantageous
- ITIL, ISO and eTOM qualifications - advantageous
- Grade 12 or a SAQA-accredited equivalent (essential) with at least 8 years relevant experience

**OR**
- 3-year commercial or Information Technology / Science degree / diploma with at least 5 years relevant experience

**Core competencies, knowledge and experience**:

- Team engagement and development (measured via performance reviews and engagement surveys)
- SLA compliance and penalty mitigation
- Customer satisfaction (NPS, churn, feedback)
- Revenue retention and growth

**We make an impact by offering**:

- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications**:09 September 2025.**

The base location for this role is **Vodacom Umhlanga.**

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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