Senior Specialist - Service Management

Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit:

To manage ASOC hosted and shared services through effective contract management, governance, stakeholder engagement, and service performance oversight across local and international markets.

Your responsibilities will include:

Contract Management

Service agreements are the main focus of this role and as such, the functions include the following:

• Execute and manage all stages of the ASOC Shared Services contract process — including initiation, drafting, negotiation, conclusion, sign‑off, and ensuring timely execution — while collaborating closely with all stakeholders.
• Prepare and facilitate the timely execution of Service Agreements for hosted/shared services and related documentation, ensuring alignment with Vodacom’s regulatory, legal, and financial governance frameworks.
• Conduct timely and ongoing reviews of all contracts for hosted/shared services to ensure compliance with Vodacom’s regulatory, finance, and legal requirements.
• Use the correct agreement templates, manage the execution process, and ensure finalised contracts are stored in approved locations.
• Proactively distribute signed agreements to relevant stakeholders to support proper communication and record‑keeping.
• Initiate and facilitate the formal review of Service Agreements in a timely manner.

Governance

• Ensure that service performance reviews (a.k.a. ASOC Governance Meetings) are held.
• Design, consolidate relevant information, and prepare presentations.

Finance

• Work interactively with Vodacom Finance to ensure that due amounts are identified, recharged, and re-allocated to respective business units responsible for the respective services.

Relationships

• Build and maintain stakeholder relationships (internally and externally, locally, and internationally).

Single Point of Contact (SPoC)

Be the SPoC between Vodacom (Pty) Ltd and hosted/shared services clients for:

• Operational escalations when contracted escalation procedures have failed to produce required results;
• Contractual matters related to hosted/shared services.
• General enquiries from clients regarding hosted/shared services, including queries related to existing or potential service arrangements.

Projects

• Manage small or ad hoc projects when required.

The ideal candidate for this role will have:

• Bachelor’s degree in Telecommunications, Engineering, Business Administration, or related field.
• Minimum 5 years’ experience in service delivery, contract management, or vendor management within the Information and communications technology environment.
• Proven experience managing service contracts and vendor relationships.
• Understanding of legal documentation and processes is highly beneficial.
• Contract law acumen is highly beneficial.
• Understanding of IT environments and systems is beneficial.
• Understanding of NOC operations is beneficial.
• Understanding of mobile network technologies (GSM, LTE, 5G), OSS/BSS systems is advantageous.
• Financial and commercial acumen is advantageous.
• Project management experience is advantageous.

Core competencies, knowledge, and experience:

• Demonstrates strong command of the English language, including grammar, spelling, punctuation, and professional writing standards.
• Able to draft clear, concise, and accurate documentation such as contracts, reports, and correspondence.
• Capable of interpreting complex, specialised, and sometimes archaic legal language.
• Able to organise clauses, definitions, and obligations in a coherent, logical, and easy‑to‑navigate structure.
• Demonstrates strong analytical and problem‑solving abilities.
• Proficient in the MS Office Suite, particularly Word and PowerPoint.
• Able to work both independently and collaboratively in a fast‑paced environment.
• Able to manage meetings efficiently, ensuring clear outcomes and follow‑through.
• Shows high attention to detail and strong organisational skills.
• Able to receive and respond constructively to feedback.
• Able to work within strict timelines and manage pressure effectively.
• Demonstrates the ability to handle conflict in a professional manner.
• Demonstrates strong collaboration skills across a wide range of cultures, backgrounds, and perspectives.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 05 March 2026

The base location for this role is Cape Town

The company's 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.