Safaricom Service Operations Manager (Africa) Job Vacancy

Service Operations Manager - Africa

Ref: EBUVGEA_SOM-A_NOV_2012
 

Role purpose;
 

Reporting to The Regional Head of Customer Service Operations, the job holder will be accountable for the Regional Service Operations relationship for all Vodafone Global Enterprise accounts across Vodafone operating companies, affiliates and partners in target geographic regions. 

He/She will work with the Sales President and Directors to provide Service Operations Matrix to fulfill the Service Operations Model.

Key responsibilities will be;

• Managing Global Service Managers through both direct line management and matrix management across multiple countries;
• Delivery of the VGE service fulfillment proposition to all VGE customers within the target geographic footprint;
• Strategic service management of VGE accounts in target region and for the delivery of profitable, long term business of those accounts to Vodafone;
• Collaborating with account teams to provide direction on the service relationship for nominated accounts;
• Customer satisfaction through the provision of high levels of service;
• Inputting to decisions on new propositions, product mix and services for customers;
• Supporting the Regional service team in service delivery related content within proposals submitted to customer, both in response to requests for proposal (RFP) and proactive (unsolicited).

The ideal candidate should possess the following skills & competencies;

• Bachelor Degree in Economics, Commerce, Business Management/Service management;
• At least 8 years’ experience in Service Management in a Global Enterprise;
• Track record of global service delivery for targeted global enterprise accounts;
• International project management expertise of bespoke implementation projects;
• Deep knowledge of mobile data application development and operations;
• Deep focus on operational and service fulfillment issues;
• Experience in complex change management in a technological context;
• Ability to lead in a high-growth, high-uncertainty environment;
• Ability to manage an international and distributed virtual team;
• Team player, strong influence and relationship management skills;
• Customer centric;
• Strong communication and decision making skills;
• Ability to balance conflicting interests.

If you feel that you are up to the challenge and possess the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. 

The deadline for application is Tuesday 4th December, 2012.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi
 

Via E-mail to hr@safaricom.co.ke