Safaricom Limited / Vodafone Global Enterprise Regional Service Manager Job Vacancy

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
Vodafone Global Enterprise

As part of the broader Enterprise Operating model, The Safaricom Enterprise Business in partnership with the Vodafone Global Enterprise are looking to set up a Sales and Services hub in Kenya serving the East African Region. 

East Africa has been identified due to its highly skilled and highly educated workforce with an operating environment conducive to international business. This partnership will not only position our Enterprise offering strategically to ensure growth and market dominance, but will also guarantee job creation. We are pleased to announce the following exciting vacancies in the Vodafone Global Enterprise. In keeping with our current business needs, we are looking for persons who meet the criteria indicated below:
Regional Service Manager

Ref: EBUVGEA_RSM_JAN_2013

Reporting to the Service Operations Manager, the job holder will manage the end to end customer service relationship for Vodafone Global Enterprise customers across Vodafone operating companies, affiliates and partners in all geographies. The job holder will also have an end-to-end accountability for aligned service to agreed terms and conditions, and will work with local personnel to meet all service metrics.

Key responsibilities will be;

Directs strategic service aspects of account planning and leadership of one of VGE accounts;Ensures service aspects of account plans signed off and agreed by Vodafone and customer;Formulates service strategies for nominated VGE accounts in conjunction with the Global Account Manager;Identifies opportunities through the service relationship and refers service leads which may come from meetings, clients, other sales force, vendors and others to the GAM;Identifies, agrees and implements where appropriate opportunities to differentiate Vodafone’s service offering for Vodafone Global enterprise customers;Secure, manage and deepen the Vodafone customer relationship with the long term focus of expanding the overall footprint/ penetration and introduction of innovative products and services;Provides input into the integrated and partnered sales, customer fulfilment and pre and post sales strategy for accounts which drive through all areas of the customers’ business with Vodafone;Accountable for the delivery of all service metrics, in conjunction with local OpCo’s service fulfilment personnel, and the Global Account Manager;Accountable for all internal VGE KPIs, as set by the VGE service management team;Decides quality levels, functionality and capability of services for specific customersDevelops outstanding customer behaviour for specific customers within Vodafone using customer insight data and feedback to improve services Ensure all service review data is reviewed and used to produce overall service improvements plans for each key account;Ensures Service level and billing/usage data is reported on to customer, usually in face-to-face meetings;As part of VGE team, responsible for representing their customer’s views, requirements and insight to the Solutions Management team;Provides input into the Global Account Manager and bid support processes on service issues related to the bid proposal.The ideal candidate should possess the following skills & competencies;Bachelor’s Degree in Engineering or Business related degree;International exposure in a service management role for 8+ years;Track record of global service delivery for global/international enterprise accounts;Deep knowledge of mobile data application development and operations;Deep focus on operational and service fulfilment issues;Ability to lead in a high-growth, high-uncertainty environments;Ability to manage an international and distributed virtual team, and form strong internal relationships;Team player, strong influence and relationship management skills, customer centric;Strong communication and decision making skills – ability to balance conflicting interests.If you feel that you are up to the challenge and possess the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. The deadline for application is Friday 18th January, 2013.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi

Via E-mail to hr@safaricom.co.ke