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  • Posted: Jun 25, 2020
    Deadline: Not specified
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    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.


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    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
    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.

    Experience

    • 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 careers.vodafone.com to apply

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