Service Management Lead

Role Purpose

The Service Management Lead role is responsible for leading, prioritizing and managing VFS IT Service Management Practice related to:

Incident and Problem Management

Change management

Continuous Service improvement

Monitoring and Alerting

SLA and OLA Management

Executing and managing operational projects to ensure delivery as per agreed timelines and scope

Furthermore, this role is also responsible for monitoring, maintaining, and supporting the operational capacity, availability, and performance of services against SLAs.

Your Responsibilities Will Include

Coordinating of releases into production environments in accordance to the Change Management process and procedures, and providing oversight to ensure successful service transition

Leading and managing level 1 IT operations team that will support the vertical product domains from a IT incident perspective. Ensuring tickets are fulfilled within SLA between internal IT teams and third party vendors.

Service Management Reporting of key VFS Services

Managing and ensuring SLAs and KPIs of services are maintained

Reporting of availability and performance for critical VFS services and applications.

Maintaining common operational controls and governance for VFS IT Services

Ensuring necessary operational controls and governance are in place and policies to ensure alignment

Ensuring Operational requirements included in the development of new services and overseeing the service transition process of services into the production environment.

Leading Service Improvement Initiatives

Implementing and coordinating activities to drive Service Improvement across VFS IT services

Development common framework which will be executed upon by vertical area counterparts

Monitoring and Alerting

Ensuring effective monitoring and alerting of services and applications

Monitor and maintain infrastructure performance, capacity and availability, facilitating 2nd and 3rd level support for the resolution of application and infrastructure-related incidents

Leading and facilitating effective incident management activities across infrastructure and application teams to ensure efficient resolution of outages and service disruptions

Owning the incident and problem management process

Ensuring respective vertical teams follow the prescribed process

Maintain metrics and reporting that provide visibility to stakeholders Incident and Problem Management at VFS IT

Coordinating Problem Management and Root Cause Analysis activities to prevent and mitigate future incidents

The Ideal Candidate For This Role Will Have

Technical / professional qualifications:

Bachelors Degree in Computer Science, Information Systems, Business Administration, or other related field preferred

Eight or more years experience in coordinating and delivering major projects and programs

Extensive experience in managing dependencies effectively across multiple delivery teams, meeting deadlines and business outcome objectives

Experience managing multiple vendors, and managing delivery with the vendors

Experience with project management tools e.g. JIRA, MS Project

Professional experience and knowledge of digital and Telecommunications industries strongly preferred

Core Competencies, Knowledge, And Experience

Agile methodologies and techniques used in development of services and products

Strong knowledge of Change, Incident and Problem management strategies and processes

Experience in effective troubleshooting techniques, incident remediation strategies and problem-solving methodologies

DevOps principles, practices, processes, and tools

Cloud-native architectures, including public cloud PaaS / IaaS, micro-services architectures, APIs

Strong problem-solving skills and ability to adapt to new methods and processes

Strong communications skills and time-management skills, with the ability manage multiple tasks

Understanding of both the Telecommunications and Fintech technologies and services

Experience in monitoring technologies and application performance management tools

Experience in managing and maintaining High-Availability, Resilience and Performance in large-scale solutions

Experience and knowledge of ITIL and Agile methodologies and frameworks

Closing date for Applications: 14 August 2023

The base location for this role is, Vodacom Campus, Midrand.

The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.