Position Title: Service Management Manager
Employer: Safaricom Telecommunication Ethiopia
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 9 months ago
Deadline: Submission date is over
Role purpose:
- To drive the automation that helps the operation to be handled in a coordinated and collaborative way.
- To drive operational efficiency and continuous improvement through automation and implementing governance for incident, problem, change, configuration and other ITSMs.
- To lead governance with the managed service providers and internal divisions across the company.
- Lead third party NOC-NOC communications, alignments and SLAs.
- Staying up to date with industry trends.
Key accountabilities and decision ownership:
- Guide, mentor, and lead the team.
- Manage the team’s performance KPI’s, Development Plans.
- Deliver Mission Critical Programs under NOC.
- Manage and control the policies for incidents, change, configuration, asset and problems are being followed
- Do capacity enhancements on the policies based on what the policy recommends.
- Manage third party engagements and have proper operational SLA and alignments.
- Work with other key technology divisions for the goal toward the Service Operation Centre.
- Manage Process alignment and automation.
- Drive the process automation, auto correction, auto healing and other processes that can bring efficiency.
- Bring efficiency to incident and problem handling.
- Automate the configuration management and enable having control in managing configurations.
- Auto operation in activities that can be automated, including but not limited to Auto ticketing, Auto correlation.
- Align and execute key KPIs across the market.
- Handle initiatives and projects.
- Create a strong collaboration environment with the groups.
- Manage vendor performance.
- Other tasks that are given by the management.
Core competencies, knowledge, and experience:
- Technical know-how of NOC and Core operations.
- Applying Expertise and Technology
- Architecture concepts (Integration, Design, Process Management, Business Architecture, Information Architecture and Technical Architecture)
- Problem-solving and analytical skills.
- Creating, Innovating, Learning, Analyzing and Researching
- Delivering Results and Meeting Customer Expectations
- 5 Years of systems analysis and design experience is preferably in a highly complex environment (essential)
- Influencing and negotiating skills
- Excellent communication skills (verbal and written)
- Project management skills
- Collaboration and coaching skills (technical domain)
Must have technical/professional qualifications:
- Relevant Bachelor’s/Postgraduate Degree in Engineering.
- 7 years’ experience with 5 years in a telecommunications environment and 5 years in management role.
- Experience in project management.
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