Service Manager at Vodacom Nigeria

Department: Operations
Reporting to: Head, Service Management
Job type: Full-time
Employment Type: Permanent
Location: Lagos
Closing Date: 31 January 2015

Key roles / Qualification

• The position is a strategic unit that ensures customer receives the expected service end-to-end, where performance is based on the customer’s perception of the level of service delivered.
• The Service Manager is the first and primary contact for the Customer, whether it is for changes, Requests or escalations. He/she will assist the Head service (and Sales manager) in order to manage the account as a whole.
• The job holder must have a Bachelor Degree in Electrical/Electronic Engineering or related degree with a minimum of 5 years’ experience in service management in an ICT/Telecoms Industry. Possession of an MBA/Master’s degree in relevant discipline will be an added advantage.

Key Accountabilities

• To maintain a sound knowledge and understanding of current methodologies, technologies and services as employed by the Customer and as promoted by the Company whilst maintaining an awareness of future trends within the market place.
• Ensures all credit notes issues are resolved timely and produce necessary reports for the client and management.
• Ensure all service related incidents are promptly followed up and immediate escalation set in motion to enable prompt feedback to the client without necessarily relying on the CSOC engineers for communications to the clients. The escalation needs to be promptly followed up with the relevant parties to ensure prompt resolution.
• Service Manager must ensure all the backhauls and project related issues under his/her care are proactively monitored and flagged once the backhauls are 70% utilized. This will ensure proactive action/escalation to the installs team before attaining any congestion level whereby services will be impacted. This must form part of the month end reports.
• Aligns self and extended delivery team with business strategies to deliver and meet metrics for process and service expectations as set and agreed.
• Adherence to ITIL and ISO Service Management processes.
• Ensure that all service related documentation is up to date at all times.
• Support the Head of Service management in achieving his/her objectives.

Knowledge & Skills

• Must be Client/​Customer Service oriented
• Must be an excellent communicator (both telephone and email).​
• Must be a ‘People Person’ who wants to build client relationships.​
• A ‘Problem Solver’ with the ability to analyze an issue, identifies and works with the correct resource(s) to resolve the issue and follow up to demonstrate the issue is resolved.​
• Must be Detail Oriented with the ability to gather and report/​record important information in detail.
• Strong understanding of the ITIL frame work and standards
• Experience  in managing people and resources e.g. time

Personality Requirements

• Analytical and problem solving attributes.
• Exhibiting tact and diplomacy.
• Broad experience of post-sales support.
• “Get it done” and “Make it Happen” mentality
• Strong interpersonal skills
• Excellent Oral and written communication skills
• Stress tolerant