About the Role

The role of the Service Operations Manager is to govern the service deployed across a subset of Vodafone Markets - Safaricom, Vodacom.The Service Operations Manager will be expected to report to The Service Manager, M-Pesa Africa on deviations from the agreed service levels, capacity changes that affect budgets and any local capability needs that impact on the delivery of the end-to-end service. During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay. It is expected that the Service Operations Manager will understand the local business model for each of the markets that he/she supports.

RESPONSIBILITIES

Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a subset of Vodafone Markets

Build and maintain the local market operational relationships. 

Build and maintain 3rd Party supplier Operational relationships.

Internal Operations Liaison within Vodafone Group Technology 

Drive the Continuous Service Improvement (CSI) opportunities and follow up on the corrective actions.

Develop improvement plans and training the local market in best operational practices.

Support Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence.

Influence product development with real-world Operational experience and local market knowledge.

Supporting the Transition to Operations of new platforms / products in alignment with best operational standards.

Drive the efficiency and effectiveness of the Problem Management 

Oversee Capacity planning & Assist with Budget forecasting.

Service Level Agreement management

Manage 3rd party organisations in delivering service.

Reporting weekly/monthly on service & presenting operational improvement plans

Understand the process and procedures of all parties (Suppliers/ organizations) to ensure that they align with the overall goals and operational aims of the MPS team.

QUALIFICATIONS

Bachelor’s degree in Science, Technology, Engineering, Mathematics  or related field 

5yrs+ experience in Operations Management  with  Banking/ Financial experience

ITIL qualification is highly recommended 

Proven data analytics skills

OLTP Architecture knowledge for managing OLTP Environments

Natural diplomatic skills

Excellent communication skills

Global / cultural management and awareness

Project planning and delivery skills

Organization skills with the ability to define the important from the urgent.