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Service Delivery Manager ( 12-month contract )

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Job Type
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Date Added 7 Sep 2021
Expiry Date 5 Oct 2021
* There has been 1 application to this job.
* This job has been viewed 2606 times.


Market related


Role details:

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The Role facilitates the relationship between the business and technical roles, ensuring that the business desirable outcomes (qualitative and quantitative) are fulfilled by the technical resources across the organisation; technology, functional roles and processes.
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Ensures that service delivery meets agreed service levels.
Ensures that business Applications (WBMS) and others are available (Warranty) and functions to agreed specifications for business users (Utility) and addresses anomalies with relevant functional departments and suppliers
Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
Sets strategies for service delivery that support the strategic needs of the client organisation.
Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective as well as supporting internal OLAs that guarantees the SLAs
Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
Negotiates with relevant parties regarding disruptions to ensure seamless and un-interrupted service experience to customers, both internal and external.
Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.
Liaises with different teams within Vodacom Wholesale and external carriers and suppliers to assure service according to service level agreements.
Establish relationships and key stakeholder engagement within Vodacom teams and external customers to resolve queries efficiently and effectively
In depth analyses of root causes to incidents, identifying trends to incidents and working across multiple functional teams to eliminate problems resulting in incidents.
Perform role of interface between customer/OPCO/Other Operator, at Service Management level, ensuring that changes that could cause major service interruptions are avoided, and where unavoidable are speedily resolved.


SIP over IP: RFC 3261:Codecs and Codec Negotiation; Mos Scores;ASR;NER;ALOC;SER and Other relevant Benchmarks
SS7/ISUP : Traces; Call Flows; Clear Codes and relevant specifications
Core Network Knowlegde, e.g SBC, MSS, MGW, HLR, SMSC, Packet Core, IMS
IT Protocols and Methodologies (e.g ITIL, TCP/IP,MPLS/BGP others)
IPX Services
OSS/BSS (CRM; Service Management; Resource Management; Technology Management; Application and Transmission)
Mobile bearer technologies as defined by 3GPP/IETF/GSMA.
Proven Experience using Tracing/Analytics Tools like Assure/Insight/Geoprobe/Wireshark/VoIPFuture/SIGOS. e.t.c

Key accountabilities and decision ownership

Service Design, Planning, and Assurance
Trend Analyses and Route Cause Analyses
OLA Management
SLA Management
Continual Service Improvement
Problem Management
OPCO Technical Support
Supplier Management

Must have technical / professional qualifications:
Data Analytics/Statistics would be advantageous
3 year Degree in IT or Engineering related field (essential