Role purpose:

Lead and drive service operation and delivery excellence through influencing
team members and handling complex technical tasksEnd to End accountability on
Services and people under his/her area
Responsible to perform daily operations, on call duty activities, project
activities, service optimization, Responsible for delivering within the
relevant SLA-defined Key Performance Indicators (KPIs).
Recognize set-up dependencies, support troubleshooting and arbitrate between
providers for issue handling.
Strong focus on the technical coordination of the setup and implementation of
deployments

Key Accountabilities
Technical leadership
 Responsible for on-boarding new projects and setting a clear goal with the
customer requirements to achieve the company strategy.
 Keeping track of technical team performance and delivery.
 Making sure of high-level quality documentation for all new business process
and technical processes.
 Conducting monthly performance appraisal to review technical team
performance.
 Providing guidance and knowledge to the team members.
 Provide day-to-day supervision, and delegate work assignments for all team
members.
 Responsible for new team members hiring and on--boarding.
 Supervise standard and complex day-to-day operations to ensure that work
processes are implemented as designed and in compliance with established
standards and procedures.
 Accountable to apply and oversee VBCO standards and ensure compliance,
guidelines, templates, work instructions, interfaces and processes for all
solution integration. Ensure Change and Configuration Management is aligned
with design policies and operational procedures.
 Accountable for service transition and service enablement, delivering smooth
integration and knowledge transfer to support new VBCO - Service Operations
capabilities into the standardized Vodafone Group solutions

Team Coaching and Development
 Develop team members through monthly coaching, the provision of on target
feedback, counselling and recognition.
 Facilitate service evaluations to ensure the delivery of excellent standards
of customer contact ensuring the achievement of KPIs and Customer Operations
Targets.
 Facilitate performance reviews using the "Performance Dialogue" Framework
for team members.
 Ensure all team members adhere to Vodafone policies and procedures.
 Adopt and ensure team member adherence to Acts and Regulations, including,
but not limited to, the privacy Act, Workplace Health and Safety Act and Equal
Opportunity Act.Team Support  Manage the Human Resource aspects of the team
members including the provision of support, counselling, guidance and advice.
 Organize and facilitate Team Meetings and provide feedback to Business
Support Managers and Business Operations Managers.
 Ensure efficient and effective dissemination and communication of
information to team members
 Manage team and departmental Reward and Recognition Programs

Customer Management

 Be the SPOC for the business partners and corporate accounts contracting for
our services.
 Prepare regular reviews for clients (Monthly performance, problem
management, alignment calls…)
 Ensure the delivery of the customer experience to customers in accordance
with current Vodafone standards through monthly coaching sessions.
 Be a point of escalation in the handling of customer queries and complaints
to the point of resolution
 Maintain an up to date personal and team knowledge of Vodafone products and
services.
 Be responsible for the real time activity and agent productivity within the
Contact Centre. Leadership
 Identify and provide recommendations and solutions to departmental issues
and Initiate change throughout the contact center in line with our
departmental goals
 Participate in the preparation and implementation of operational plans
 Understand and interpret organizational and departmental strategy
requirements, and work with appropriate groups to develop workable solutions
that impact on both customer and employee satisfaction.
 Undertake project work as directed by management

Operation Support
 Managing small projects and ad-hoc requests from management.
 Analyzing volume trends and variation reasons.
 Identify and provide initiatives to improve efficiency and productivity of
teamOn boarding's and change management
 Review all new customers documentation and make the needed changes to SLA,
OLA, IPD,
 Maintaining Work instructions files updates and communicated
 Review change requests and submit suggested enhancements to CAB (Change
Advisory Board

Business Continuity Management
 Contribute in Business Continuity Plan designing
 Manage communication with different stakeholders of BCP to ensure successful
testing/execution
 Identify gaps/issues from BCP testing/execution and provide areas of
improvement to management

3rd Party Management
 Liaise with counterparts in different parties and work jointly on gaps
identified in both teams
 Share SIP and Performance with 3rd Parties to ensure joint targets
 Support 3rd Party when needed to improve their performance and advise on
best practice Process Designing
 Contribute in process designing of newly implemented services based on ITIL
methodology and Best Practice
 Consider impact on all involved parties in the process while designing the
process
 Ensure consent of all stakeholders before finalizing the proces

Process Designing
 Contribute in process designing of newly implemented services based on ITIL
methodology and Best Practice
 Consider impact on all involved parties in the process while designing the
process
 Ensure consent of all stakeholders before finalizing the process

Core competencies, knowledge and experience

 Bachelor of Computer Science/Engineering.
 ‎2 - ‎4 years' experience in operating and supporting in IT infrastructure &
(Networking or IoT)
 Strong troubleshooting and problem-solving skills.
 Fluent English both oral and written is a must.
 Ownership and commitment attitude
 Excellent analytical thinking skills and communication Skills.
 Critical thinking, problem solving, design, and most critically, attention
to performance, scalability, reliability, availability at the system and
component level.
 Handling multi-tasks.
 Ability to work under Pressure and tight timelines.
 Faster learner to new & Different technologies

Must have technical/profesional experience
* CCNA certified
* Minimum ‎2 years of experience in service desk management
* Meraki Knowledge
* good background of IPVPN or SDWAN

_VOIS