Service Delivery Manager - Vodafone Ghana

Role Purpose

• Develop collaborative cross-functional working relationships with all Business units and serve as a business relationship linkage at all level including Senior Management
• The incumbent is responsible for ensuring that customer’s need is satisfied

Responsibilities

Responsibilities and Experience

Impact on business

• Agree with business units on technology Service level requirements
• Agree with internal business support unit on Operational Level Agreements

• Relate with Business units to ascertain performance levels of Services from a Customer and Users perspective.
• Understand the changing business needs and determine levels of Service required to support the business.
• Translate Strategic, Tactical and Operational objectives of business units to Service Level Agreements/Technology deliverables

Customers, supplier and third parties

• Ensure Underpinning contract support technology Service Level Agreements
• Conduct Customer Satisfaction Surveys and report on user’s experience of Services
• Development and maintenance of technology vendor, supplier and contract database

Leadership and teamwork

• Drive the drafting, implementing and monitoring of Service improvement plans
• Attend regular technology and business governance meetings
• Deliver a ‘Service mentality’ and ‘collaboration approach’ in relationships between technology and business units.
• Facilitates and leads the planning and execution of business change management systems through the use of technology
• Actively adheres to and enforce compliance and risk management policies, and participates in business continuity planning

Innovation and change

• Manage and oversee a well-documented auditable processes that assures quality of service and maximise delivery capability
• Leads in identifying, assessing and promoting the use of existent and innovative technologies for increased productivity or new capabilities for the business
• Influence existing market standards, processes and procedures and facilitate the generation of ideas from the team members.

Communication

• Performs research, and investigates potential solutions for internal client groups and communicates solution recommendations that support business requirements
• Provide clear communication through workshops, presentations and (or) other informal sessions to stakeholders on service issues and their resolutions
• Monitor and Report on technology Service Level Performance/Achievements
• Works to communicate and understand concerns related to technology alignment across

Experience

• Strong technological background, with BSc qualification in Computer Science, Engineering, Telecommunications or equivalent
• ITIL Foundation Certificate, Practitioner in Service Level Management will be an added advantage
• 2 years’ experience in an area of specialization; with experience working with others
• Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
• Experience in technology Service support and Delivery Experience
• Experience in Service Level Management Experience
• Demonstrate thorough knowledge of procedures and customer related processes