Lead and drive service operation and delivery excellence through influencing team members and handling complex technical tasksEnd to End accountability on Services and people under his/her area
Responsible to perform daily operations, on call duty activities, project activities, service optimization, Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).
Recognize set-up dependencies, support troubleshooting and arbitrate between providers for issue handling.
Strong focus on the technical coordination of the setup and implementation of deployments
Key Accountabilities Technical leadership
 Responsible for on-boarding new projects and setting a clear goal with the customer requirements to achieve the company strategy.
 Keeping track of technical team performance and delivery.
 Making sure of high-level quality documentation for all new business process and technical processes.
 Conducting monthly performance appraisal to review technical team performance.
 Providing guidance and knowledge to the team members.
 Provide day-to-day supervision, and delegate work assignments for all team members.
 Responsible for new team members hiring and on—boarding.
 Supervise standard and complex day-to-day operations to ensure that work processes are implemented as designed and in compliance with established standards and procedures.
 Accountable to apply and oversee VBCO standards and ensure compliance, guidelines, templates, work instructions, interfaces and processes for all solution integration. Ensure Change and Configuration Management is aligned with design policies and operational procedures.
 Accountable for service transition and service enablement, delivering smooth integration and knowledge transfer to support new VBCO – Service Operations capabilities into the standardized Vodafone Group solutions
Team Coaching and Development
 Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
 Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
 Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
 Ensure all team members adhere to Vodafone policies and procedures.
 Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.Team Support  Manage the Human Resource aspects of the team members including the provision of support, counselling, guidance and advice.
 Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
 Ensure efficient and effective dissemination and communication of information to team members
 Manage team and departmental Reward and Recognition Programs