M-Pesa Africa – Service Operations Manager at Safaricom Kenya

Safaricom

  • Kenya
  • Permanent
  • Full-time
  • 23 days ago
About the RoleThe role of the Service Operations Manager is to govern the service deployed across a subset of Vodafone Markets – Safaricom, Vodacom.The Service Operations Manager will be expected to report to The Service Manager, M-Pesa Africa on deviations from the agreed service levels, capacity changes that affect budgets and any local capability needs that impact on the delivery of the end-to-end service. During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay. It is expected that the Service Operations Manager will understand the local business model for each of the markets that he/she supports.RESPONSIBILITIES
  • Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a subset of Vodafone Markets
  • Build and maintain the local market operational relationships.
  • Build and maintain 3rd Party supplier Operational relationships.
  • Internal Operations Liaison within Vodafone Group Technology
  • Drive the Continuous Service Improvement (CSI) opportunities and follow up on the corrective actions.
  • Develop improvement plans and training the local market in best operational practices.
  • Support Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence.
  • Influence product development with real-world Operational experience and local market knowledge.
  • Supporting the Transition to Operations of new platforms / products in alignment with best operational standards.
  • Drive the efficiency and effectiveness of the Problem Management
  • Oversee Capacity planning & Assist with Budget forecasting.
  • Service Level Agreement management
  • Manage 3rd party organisations in delivering service.
  • Reporting weekly/monthly on service & presenting operational improvement plans
  • Understand the process and procedures of all parties (Suppliers/ organizations) to ensure that they align with the overall goals and operational aims of the MPS team.
QUALIFICATIONS
  • Bachelor's degree in Science, Technology, Engineering, Mathematics or related field
  • 5yrs+ experience in Operations Management with Banking/ Financial experience
  • ITIL qualification is highly recommended
  • Proven data analytics skills
  • OLTP Architecture knowledge for managing OLTP Environments
  • Natural diplomatic skills
  • Excellent communication skills
  • Global / cultural management and awareness
  • Project planning and delivery skills
  • Organization skills with the ability to define the important from the urgent.
Don't Keep Share!:Method of ApplicationClosing Date : 11 April. 2024

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