Vodafone Ghana IT Jobs in Accra
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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
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
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- 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.
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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
Experience
- 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
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