Service Manager

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 2024.

Role Purpose/Business Unit:

The Service Manager role is responsible for leading, prioritizing and managing VodaPay 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
  • Vendor Management (In respect to the SLA’s)

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:

Leading the Change, Incident and Problem Management Function for VodaPay IT

• Leading and facilitating effective incident management activities across the VodaPay infrastructure, development and Ops team to ensure efficient resolution of outages and service disruptions
• Owning the incident and problem management process
• Maintain metrics and reporting that provide visibility to stakeholders, Incident and Problem Management for VodaPay IT
• Coordinating Problem Management and Root Cause Analysis activities to prevent and mitigate future incidents
• 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 VodaPay from an IT incident perspective. Ensuring incidents are fulfilled within SLA between internal IT teams and third party vendors.
• Collaborate with product, engineering, and customer support teams to resolve service issues and implement improvements
• Support a cross-functional team of support engineers, DevOps, and service desk analysts.
• Manage all communication during an incident keeping all stakeholders informed

Service Management Reporting of key VODAPAY Services

• Managing and ensuring SLAs and KPIs of VodaPay services are maintained
• Reporting of availability and performance for VodaPay.

Maintaining common operational controls and governance for VODAPAY 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 VODAPAY IT services

Monitoring and Alerting

• Ensuring effective monitoring and alerting across the VodaPay Eco-system
• Monitor and maintain infrastructure performance, capacity and availability, facilitating 2nd and 3rd level support for the resolution of application and infrastructure-related incidents

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 (ITIL)
• 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 relationship building, persuasion, and collaboration skills that drives internal-and cross-team constructive feedback and support
• 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

The ideal candidate for this role will have:

• Bachelor’s 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

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: 11 July 2025

The base location for this role is Midrand, Vodacom Campus

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.