Job Description

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
Role Purpose/Business Unit:
To actively facilitate & lead business operation functions for operational business services for both our fixed & CBU customer base, adhering to ITIL best practices. The role will also assist with governance.
Your responsibilities will include:

• Service Management: General

• Deliver high quality business services through stakeholder management which would include the creation of reports and feedback to executive & line management stakeholders. Process improvement facilitation & incident management - monitor, track & closure
• Service Management: Customer Experience, Service Quality and Performance

• Deliver a high-quality customer experience through operational processes, maintaining business services in line with the various governance policies and procedures incl. incident management resolution, trend analysis and reporting)
• Service Management: Risk and Control

• Deliver a high-quality customer experience by identifying, documenting and facilitating risks, be it cybersecurity, privacy, billing-related, incident-related. This should be done with a view of simplifying and automating where required.
• The role would require rotational standby

The ideal candidate for this role will have:

• Matric is essential
• Relevant certifications/diploma/3 yr degree is advantageous.
• 3 - 5 years' experience in an IT Operations environment is essential.
• Experience with automation and reporting is highly desirable
• CRM, CBU, Fixed, FTTx, Billing Assurance & GSM related experience is highly desirable
• ITIL Service Management Foundation is essential

Job knowledge:

• Group facilitation sessions
• CRM & Provisioning
• ITIL Service Management Framework
• Service Operations
• Service Transition
• Data Modelling

Skills:

• Problem solving skills are essential
• Decision making skills are essential
• Analytical skills are essential
• Computer Applications (MS Office, Excel) is essential
• Interpersonal skills are essential
• Presentation skills are essential
• Facilitation skills are essential
• Understanding of ITIL

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: 02 July 2025.
The base location for this role is South Africa.
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.