Job Description

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Role Purpose/Business Unit:
The core purpose of the Head of Billing Service Delivery Division role is:

• To provide strategic and tactical leadership in the billing capability space as well as operational oversight and leadership of all billing-related functions, including subscriber and enterprise billing, wholesale, revenue assurance activities, and ERP systems and customer and business partner service delivery. This role is pivotal in ensuring accurate revenue reporting and safeguarding customer billing integrity across ERP, CRM and billing systems as well as being responsible for the critical billing presentment capability, which shapes the Customer Experience. ERP capability is key to managing the health and integrity of business partner relationships which form an important part of our sales and service capability

• To lead and shape Vodacom South Africa's billing capability in delivering accurate, efficient, and customer-centric billing operations across all consumer, enterprise, and wholesale segments. This role is key in driving digital billing transformation, ensuring regulatory compliance (ICASA, POPIA), and safeguarding revenue through robust billing governance and system integrity.

• To maintain a close working relationship with Finance, IT, Engineering, Enterprise and Consumer Businiess Units, Customer Operations and Product teams to execute on its mandate to deliver billing, assurance, revenue reporting, and investigation services and solutions. revenue protection, mitigation of revenue leakage and improvement of customer experience are core outcomes from the activities of the Division.

Your responsibilities will include:
Strategic Leadership

• Lead and shape Vodacom's billing strategy in alignment with the Group's digital and financial transformation goals.
• Lead and shape the evolution of billing platforms to support Vodacom strategic intent - converged services, 5G, IoT, and digital products.
• Champion automation, self-service billing, and real-time charging capabilities.
• Innovation & Transformation: Drive adoption of digital tools, AI use cases, and simplification of billing architectures and processes.

Stakeholder Management

• Establish and maintain trusted relationships with internal business units, external vendors, and regulatory stakeholders to align Billing and ERP initiatives with enterprise objectives.
• Build and shape close working relationships across IT, Finance, Commercial, and Operations to ensure integrated delivery of billing and ERP services.
• Represent the function in executive forums and governance structures, ensuring transparent communication of priorities, risks, and performance metrics.
• Actively solicit and incorporate stakeholder feedback to refine service delivery and enhance customer satisfaction.
• Drive stakeholder alignment and adoption during system upgrades, process changes, and transformation initiatives.

Billing Development and Operations Management

• Oversee end-to-end billing processes and applicable governance processes for postpaid, prepaid, hybrid, fibre, enterprise, and wholesale services.
• Ensure billing accuracy, completeness, integrity and timeliness across all product and business lines in lines with CAVOT principles
• Manage the billing calendar, invoice generation, adjustments, and dispute resolution according to Service Management Principles.
• Ensure high availability, performance, and compliance of ERP services through structured incident, change, and capacity management practices. Drive continuous improvement and automation across ERP-supported processes

Billing Assurance & Compliance

• Collaborate with Assurance teams to proactively identify, create visibility of and mitigate revenue affecting Billing and ERP related discrepancies
• Ensure compliance with ICASA regulations, POPIA, and internal audit requirements.
• Maintain audit trails and controls for billing integrity and transparency.
• To manage Billing and ERP issues and challenges that impact on Customer and Business Partner Experience and to conduct root cause analysis and design future proof people, process and technology solutions to resolve the issues and challenges.
• To provide and manage governance solutions across Billing Service Delivery ensuring compliance with all control and regulatory requirements.
• Provide proactive and engaged query support to commercial teams, primarily Finance / EBU / CBU, stakeholders and BI teams to established service levels and Customer Experience ambitions - Only Ask Once

Customer Experience & Digital Enablement

• Drive improvements in bill clarity, digital bill delivery, and customer self-service tools (e.g., MyVodacom App, USSD).
• Reduce billing-related complaints and improve NPS through proactive issue resolution.

Billing and ERP Operations Management

• Oversee end-to-end billing and ERP processes for postpaid, prepaid, hybrid, fibre, enterprise, and wholesale services - ensuring stability, availability, and performance across finance, supply chain, and billing processes.
• Ensure billing accuracy, completeness, and timeliness across all product lines.
• Manage the billing calendar, invoice generation, adjustments, and dispute resolution.
• Manage Billing activities through monitoring, investigations and correction actions across the value chains.
• Shape , assess and provide direction on billing solutions for new products, transformational solutions and system change implications across the architectures.
• Provide escalation desk services for billing experience, resolving incidents and restituting customer
• Manage incident resolution, change control, and system enhancements in collaboration with IT and business stakeholders.
• Drive continuous improvement and automation of billing processes and ERP-supported workflows to enhance operational efficiency and compliance.

People and Vendor Leadership

• Lead a multidisciplinary team of billing managers, analysts, and system architects.
• Manage relationships with commercial stakeholders, operational stakeholders, key vendors and system integrators to ensure SLA adherence and innovation delivery.
• Foster a high-performance culture focused on agility, accountability, and continuous improvement.
• Manage vendor relationships and contracts to ensure service quality, cost-effectiveness, and compliance with organizational standards.
• Lead, motivate and develop Billing Service Delivery teams, ensuring that they have clarity of direction and support in prioritising demands.
• Ensure sufficient subject matter expert capacity is generated and retained within the Division to provide continuity of service excellence
• Coach, develop and performance manage people and identify key talent to sustain service excellence.
• Embody and embed the Vodacom Spirit within the Division, creating and maintaining high levels of engagement.
• Manage budgets and also 'managed services' delivered by non permanent staff.
• Work across the Vodafone Group to deliver best practice locally.
• Create a positive environment of change readiness and a culture of 'leaning in to challenges'.
• Build a culture of excellence where the team takes pride in and engenders a reputation for being a 'go to' Division.

The ideal candidate for this role will have:

• A 3-year IT Degree or equivalent qualification is essential
• Post-Graduate Qualification such as an MBA qualification would be advantageous
• Minimum of 8 -10 years' experience working in Billing, Telecommunications and IT.
• Minimum 5 years management/ leadership experience. Specific experience in an end-to-end billing delivery or billing value chain function is essential.

Core competencies, knowledge and experience

• Excellent understanding of Billing Capability, Billing and Rating Services, Billing Operations, telecommunications, IT and the Telecommunications market.
• Expert knowledge of end-to-end Business Processes - Order to Cash ,
• Expert knowledge of Systems impacting Billing and
• Experience of and understanding of various regulatory and compliance frameworks that shape the telecommunications industry - including those frameworks supporting VAT, billing, credit, SOX, POPIA and electronic communications
• Expert knowledge on the impact of products, systems and billing implications on billing, rating and business partner billing or commissions
• Distinct analytical and systematic thinking and the ability to execute with appropriate urgency and precision.
• Ability to communicate complex technical dependencies comprehensively at an executive level.
• Ability to engage with management and technical experts to address complex problems and to implement complex end-to-end process and systems solutions.
• Proven success in leading of teams that span both the technology and business core deliverables.

Closing date for Applications: 17 October 2025.
The base location for this role is Vodacom, Midrand Campus.
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Skills Required