Service Management Manager at Safaricom Telecommunication Ethiopia

Service Management Manager

Employer: Safaricom Telecommunication Ethiopia

Employment: Full-Time | Permanent

Place of Work: Addis Ababa - Ethiopia

Posted date: 5 hours ago

Deadline: March, 16/2025 (6 days left)

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.