Manager: Service Delivery 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:

The ideal candidate is a decisive operational leader with deep experience in high‑severity incident response, war room leadership, stakeholder escalation, and service recovery in complex technical environments.

You will be responsible for establishing full situational visibility, coordinating cross‑functional teams, and continuously improving how the organisation manages and resolves major incidents.

Your responsibilities will include:

• Provide clear end‑to‑end leadership for all P1/P0 incidents, ensuring rapid restoration of services.
• Establish, lead, and control War Rooms for critical outages to ensure focused and coordinated recovery efforts.
• Drive structured Boiler Room sessions during prolonged instability or post‑incident to accelerate recovery and action closure.
• Drive escalation to internal stakeholders to ensure rapid decision‑making, timely resource mobilisation, and executive visibility.
• Deliver clear, concise incident communication to executives, technical domains, business teams, and customer‑facing units.
• Produce high‑quality incident reports and management‑level trend reports covering MTTR, recurring issues, and service impacts.
• Lead Post‑Incident Reviews, ensuring robust RCAs and tracking corrective and preventive actions to closure.
• Ensure consistent execution of the Major Incident Management process across all domains.
• Collaborate closely with Problem, Change, Fault, and Event Management to strengthen end‑to‑end incident lifecycle maturity.
• Use dashboards, analytics, monitoring tools, and collaboration platforms to drive visibility and reduce MTTR.
• Maintain strong cross‑functional partnerships with Network, IT, Cloud, Vendors, and Business units for coordinated incident response.
• Identify patterns and risks leading to major incidents and contribute to service reliability and resilience improvements.
• Build, coach, and manage a high‑performing team of Major Incident Managers, ensuring 24/7 operational readiness.
• Promote a culture of accountability, structured execution, and continuous improvement.

The ideal candidate for this role will have:

• Degree/3‑year National Diploma or degree field related (Essential)
• ITIL Foundation or higher (Advantageous)
• Certifications in service operations, incident leadership, or operational excellence (Advantageous)

Core competencies, knowledge, and experience:

• Critical thinking and problem solving
• Strong analytical and decision‑making capability
• Clear and confident communication
• High collaboration and stakeholder engagement
• Leadership under pressure
• Customer‑centric mindset
• Ability to drive clarity and structure during crises
• 5+ years experience in Telecommunications, Technology Operations, IT Operations, or related real‑time service environments. (Essential)
• 3+ years experience in Major Incident Management, Incident Command, or Operations Command Centre leadership (Essential)
• Proven experience running War Rooms and/or coordinating high‑severity technical incidents (Essential)
• Experience working with cross‑functional technical teams (Network, IT, Cloud, Digital, Enterprise) (Advantageous)
• Strong understanding of ITIL processes (Incident, Problem, Change, Event) (Advantageous)
• Experience with operational dashboards, monitoring platforms, and collaboration tools (e.g., ServiceNow, Remedy, Teams bridge management, analytics dashboards) (Advantageous)
• Background in reporting, RCA facilitation, and executive communication (Advantageous)

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: 12 May 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.