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18 Jun 2020

Service Delivery Manager at Vodafone Ghana

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Role Purpose

  • Develop collaborative cross-functional working relationships with all Business units and serve as a business relationship linkage at all level including Senior Management
  • The incumbent is responsible for ensuring that customer’s need is satisfied


Responsibilities and Experience

Impact on business

  • Agree with business units on technology Service level requirements
  • Agree with internal business support unit on Operational Level Agreements
  • Relate with Business units to ascertain performance levels of Services from a Customer and Users perspective.
  • Understand the changing business needs and determine levels of Service required to support the business.
  • Translate Strategic, Tactical and Operational objectives of business units to Service Level Agreements/Technology deliverables

– Customers, supplier and third parties

  • Ensure Underpinning contract support technology Service Level Agreements
  • Conduct Customer Satisfaction Surveys and report on user’s experience of Services
  • Development and maintenance of technology vendor, supplier and contract database

– Leadership and teamwork

  • Drive the drafting, implementing and monitoring of Service improvement plans
  • Attend regular technology and business governance meetings
  • Deliver a ‘Service mentality’ and ‘collaboration approach’ in relationships between technology and business units.
  • Facilitates and leads the planning and execution of business change management systems through the use of technology
  • Actively adheres to and enforce compliance and risk management policies, and participates in business continuity planning

– Innovation and change

  • Manage and oversee a well-documented auditable processes that assures quality of service and maximise delivery capability
  • Leads in identifying, assessing and promoting the use of existent and innovative technologies for increased productivity or new capabilities for the business
  • Influence existing market standards, processes and procedures and facilitate the generation of ideas from the team members.


  • Communication

    • Performs research, and investigates potential solutions for internal client groups and communicates solution recommendations that support business requirements
    • Provide clear communication through workshops, presentations and (or) other informal sessions to stakeholders on service issues and their resolutions
    • Monitor and Report on technology Service Level Performance/Achievements
    • Works to communicate and understand concerns related to technology alignment across


    • Strong technological background, with BSc qualification in Computer Science, Engineering, Telecommunications or equivalent
    • ITIL Foundation Certificate, Practitioner in Service Level Management will be an added advantage
    • 2 years’ experience in an area of specialization; with experience working with others
    • Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
    • Experience in technology Service support and Delivery Experience
    • Experience in Service Level Management Experience
    • Demonstrate thorough knowledge of procedures and customer related processes


Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 18 July, 2020



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