M-Pesa Africa - Service Operations Manager

About the Role

The 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.