Safaricom M-Pesa Africa - Service Operations Manager Jobs in Kenya

Safaricom M-Pesa Africa - Service Operations Manager Jobs in Kenya

About the Role

The role of the Service Operations Manager is to govern the service deployed across a subset of Vodafone Markets - Safaricom, Vodacom.The Service Operations Manager will be expected to report to The Service Manager, M-Pesa Africa on deviations from the agreed service levels, capacity changes that affect budgets and any local capability needs that impact on the delivery of the end-to-end service.

During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay. It is expected that the Service Operations Manager will understand the local business model for each of the markets that he/she supports.


  • Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a subset of Vodafone Markets

  • Build and maintain the local market operational relationships.

  • Build and maintain 3rd Party supplier Operational relationships.

  • Internal Operations Liaison within Vodafone Group Technology

  • Drive the Continuous Service Improvement (CSI) opportunities and follow up on the corrective actions.

  • Develop improvement plans and training the local market in best operational practices.

  • Support Delivery and Project activity with operational experience, acceptance into BAU, training and process adherence.

  • Influence product development with real-world Operational experience and local market knowledge.

  • Supporting the Transition to Operations of new platforms / products in alignment
    with best operational standards.

  • Drive the efficiency and effectiveness of the Problem Management

  • Oversee Capacity planning & Assist with Budget forecasting.

  • Service Level Agreement management

  • Manage 3rd party organisations in delivering service.

  • Reporting weekly/monthly on service & presenting operational improvement plans

  • Understand the process and procedures of all parties (Suppliers/ organizations) to ensure that they align with the overall goals and operational aims of the MPS team.


  • Bachelor’s degree in Science, Technology, Engineering, Mathematics or related field

  • 5yrs+ experience in Operations Management with Banking/ Financial experience

  • ITIL qualification is highly recommended

  • Proven data analytics skills

  • OLTP Architecture knowledge for managing OLTP Environments

  • Natural diplomatic skills

  • Excellent communication skills

  • Global / cultural management and awareness

  • Project planning and delivery skills

  • Organization skills with the ability to define the important from the urgent.

    How to Apply

    For more information and job application details, see; Safaricom M-Pesa Africa - Service Operations Manager Jobs in Kenya

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