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  • Posted: Jun 19, 2020
    Deadline: Not specified
  • Note: Never pay any money to any recruiter for any purpose (certificates, medical testing, interview, work kit or any other thing).

    Vodafone Ghana, formerly Ghana Telecom, is the national telecommunications company of Ghana. The company in Ghana operates under Vodafone Group Plc - the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States.

    Read more about this company

    Service Delivery Manager

    • 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 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.



    • 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
    • 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

    Method of Application

    Interested and qualified? Go to Vodafone Ghana on to apply

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  • Send your application

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