Job Description

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The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
Role Purpose/Business Unit:
The Manager: Technical Business Liaison acts as a critical bridge between business functional areas (e.g., CSOC, service management, engineering, project management) and technical/data teams (OSS, Data, ServiceNow). This role is responsible for gathering requirements and delivering operational and performance analytics solutions to enhance operational efficiency, productivity, and performance metrics.
Your responsibilities will include:

• Stakeholder Engagement: Engage with business stakeholders to understand and document their reporting and analytics needs. This involves focusing on operational efficiency, productivity, and performance metrics to ensure that the solutions provided meet the business requirements.
• Technical Translation: Translate business problems into technical requirements. Collaborate with data and technical teams to develop, prototype, and iterate reporting solutions that address these business problems effectively.
• Operational Insights: Provide insights and recommendations to improve factory efficiency, productivity models, and operational processes across multiple teams. This includes identifying areas for improvement and implementing solutions to enhance overall performance.
• Sustainable Solutions: Ensure that the solutions developed are sustainable, integrated, and avoid unnecessary duplication or technical debt. This involves maintaining a layman's understanding of data and technical architecture to facilitate effective data sourcing and solution design.
• Operationalization: Operationalize and hand over completed reporting solutions for ongoing use. This includes ensuring that the solutions are fully integrated into the business processes and can be maintained and updated as needed.
• Performance Dashboards: Support the development and implementation of performance dashboards and service reporting. Collaborate with relevant teams to ensure that these tools provide accurate and actionable insights.
• Productivity Models: Develop productivity and efficiency models for various business areas. This includes identifying key performance indicators and developing models to measure and improve productivity.
• Performance Dashboards: Create operational and performance dashboards that provide actionable insights to stakeholders. This includes ensuring that the dashboards are user-friendly and provide accurate and timely information.
• Requirements Documentation: Document requirements and solution designs for analytics/reporting needs. This includes working closely with stakeholders to ensure that all requirements are captured and addressed.
• Sustainable Solutions: Develop sustainable, integrated reporting solutions with clear handover to operational teams. This includes ensuring that the solutions are fully integrated into the business processes and can be maintained and updated as needed.

The ideal candidate for this role will have:

• 3-year Degree/National Diploma in Business Admin, Economics, Strategic Management, Engineering or IT
• 8+ years relevant experience
• ITIL Certification (advantageous)

Core competencies, knowledge, and experience:

• Business Analysis: Strong business analysis skills with the ability to engage with stakeholders, understand their needs, and translate these into technical requirements.
• Technical Understanding: A solid understanding of data structures, reporting tools, and operational systems (e.g., ServiceNow, OSS). This includes the ability to work with technical teams to develop and implement solutions.
• Prototyping and Iteration: Ability to prototype and iterate analytics/reporting solutions based on business feedback. This involves working closely with stakeholders to refine and improve solutions until they meet the business needs.
• Performance Analytics: Experience in performance analytics, operational reporting, and process improvement. This includes the ability to analyze data, identify trends, and make recommendations for improvement.
• Communication: Effective communication skills with the ability to translate between business and technical domains. This includes the ability to explain complex technical concepts to non-technical stakeholders.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 23 January 2026.
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.

Skills Required