CrawlJobs Logo
Vodafone Logo Vodafone · IT - Administration

Manager Self-Service

Congo, the Democratic Republic of the, Kinshasa · Job Posted June 09, 2026
Apply Position
Job Link Share

Job Description

The Self Service Manager is accountable for the end to end strategy, performance, and evolution of Vodacom DRC’s self service ecosystem. The role exists to ensure that all self service platforms and channels are customer centric, scalable, well governed, and aligned with business objectives, while driving continuous optimization and value creation across digital and traditional self service touchpoints.

Job Responsibility

  • Define and own the end to end self service strategy and roadmap in alignment with CX, Digital, IT, Product, and Care priorities
  • Identify opportunities to expand self service capabilities that improve customer experience and operational efficiency
  • Ensure strategic alignment with Vodacom and Vodafone Group self service frameworks
  • Own and govern the full self service ecosystem
  • Define, track, and improve self service performance KPIs
  • Use insights and analytics to continuously optimise customer flows and platform performance
  • Drive initiatives that reduce cost to serve while increasing customer empowerment
  • Ensure all self service journeys meet CX standards, regulatory requirements, and security guidelines
  • Work closely with IT, Corporate Security, and Compliance teams to ensure proper approvals and controls
  • Maintain consistency of experience across channels and platforms
  • Act as a key interface between CX, IT, Digital, Product, Care, and external partners
  • Provide clear prioritization and guidance to delivery teams
  • Communicate progress, risks, and outcomes to CX leadership and senior stakeholders

Requirements

  • Solid understanding of conversational AI, USSD, apps, and digital CX platforms
  • Strong analytical and data-driven mindset
  • Excellent stakeholder management and communication skills
  • Ability to operate in a cross-functional, fast-paced environment
  • Strong experience in digital self-service or channel management, preferably in telecoms or complex service environments
Vodafone - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Manager Self-Service

8 matching positions

Senior Software Engineer - Self Service Automation

The Enterprise SaaS & AI (SAI) organization delivers critical technology platfor...
Location
Location
United States , Austin
Salary
Salary:
Not provided
gm.com Logo
General Motors
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field
  • 7+ years of professional software engineering experience
  • Strong proficiency in Java and .NET, with experience building production-grade systems
  • Hands-on experience building end-to-end cloud-native applications, including deployment to Kubernetes and OpenShift
  • Deep understanding of microservices architecture and distributed systems
  • Full-stack development experience and strong CI/CD practices
  • Experience with relational and non-relational databases, including schema design
  • Solid foundation in software engineering fundamentals (design patterns, data structures, algorithms)
  • Experience working in Agile development environments
  • Strong communication skills with the ability to translate requirements into scalable solutions
Job Responsibility
Job Responsibility
  • Design, build, and operate enterprise-scale self-service automation platforms that improve IT efficiency and security
  • Lead the architecture and design of complex, distributed, cloud-native systems
  • Develop secure, scalable microservices and user-friendly front-end experiences supporting automation use cases such as: Automated password rotations and management, Patching and release management, Application start/stop/restart workflows, End-to-end automation orchestration
  • Implement AI-assisted workflows and intelligent automation to expand self-service capabilities and reduce support demand
  • Establish and enforce coding standards, best practices, and architectural patterns
  • Instrument and observe production systems using logging, metrics, and tracing to ensure reliability and performance
  • Own Tier 2/3 operational responsibilities, including on-call support, incident response, troubleshooting, and root-cause analysis
  • Proactively improve system reliability, availability, and resiliency
  • Monitor platform adoption and effectiveness
  • define KPIs and produce usage and impact reporting for leadership
What we offer
What we offer
  • Relocation benefits
  • Fulltime
Read More
Arrow Right

Food Service Manager

We’re currently recruiting for a Food Service Manager to lead our catering opera...
Location
Location
United Kingdom , Gorseinon
Salary
Salary:
27979.00 GBP / Year
14forty.co.uk Logo
14forty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Managing the daily operation of the self-service kiosk within the restaurant
  • Leading, motivating and developing a team of up to 5 direct reports
  • Keyholding duties, including opening and closing the site
  • Cash handling, till reconciliation and sales counting
  • Stock control and regular stock takes
  • Managing HR-related duties such as rotas, absence and performance
  • Delivering excellent customer service at all times
  • Ensuring compliance with Compass and ASDA standards
What we offer
What we offer
  • Contributory pension scheme
  • Grow your career with our Career Pathways and MyLearning programmes
  • Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
  • Exclusive travel discounts with TUI, Expedia, Booking.com and many more
  • Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
  • Up to 44% off cinema tickets to enjoy your favourite blockbuster
  • Receive cash rewards every time you spend and use them on a wide range of brands
  • Un-wind with us with free wellness, mindfulness and exercise classes
  • You can share all discounts and offers with your friends and families
  • Fulltime
Read More
Arrow Right

Self Service Lead - Client Services

We are seeking a dynamic Client Services Lead to spearhead our Self-Serve busine...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
blis.com Logo
Blis
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in programmatic advertising, preferably in a client-facing DSP environment (e.g., The Trade Desk, StackAdapt, Xandr)
  • Proven track record of supporting or managing self-serve clients and growing programmatic revenue
  • Strong working knowledge of DSP campaign setup, pacing, targeting, reporting, and troubleshooting
  • Demonstrated leadership ability — either in team management or project ownership
  • Highly analytical with the ability to interpret performance data and recommend strategic actions
  • Excellent communication skills with the ability to simplify the complex and educate clients at all levels
  • Detail-oriented, solutions-driven, and thrives in a fast-moving environment
  • Comfortable engaging with both hands-on practitioners and senior-level stakeholders
Job Responsibility
Job Responsibility
  • Lead the Client Services function for Self-Service, acting as the go-to expert on our DSP for internal teams and clients
  • Manage and coach a team of 2 direct reports, ensuring excellence in client support, campaign troubleshooting, and account growth
  • Plan Strategic initiatives to achieve Self Serve business goals, complementing the wider UK strategy
  • Own relationships with high-priority self-serve clients, including enterprise agencies and direct clients
  • Provide consultative onboarding, enablement, and advanced training to empower clients to succeed on our platform
  • Monitor campaign performance directly within Blis DSP and offer proactive insights and optimisation guidance
  • Partner with Sales, Product, Ops, and Insights teams to ensure smooth activation, measurement, and delivery
  • Champion the voice of the client within the organisation, identifying friction points and collaborating with Product to resolve
  • Lead Quarterly Business Reviews (QBRs), post-campaign analysis (PCAs), and strategic planning sessions with clients
  • Identify account expansion opportunities through deeper platform adoption, new feature usage, or cross-channel strategy support
Read More
Arrow Right

Global Service Manager

The role is part of Citi’s regional Commercial Cards business, specializing in m...
Location
Location
Poland , Warsaw
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Fluent English and another European language desirable (French/German)
  • Minimum of 3 years of experience in B2B or corporate customer service or account management
  • Excellent presentation and communication skills
  • Proficiency in data analysis and translating KPI into meaningful narratives
  • Project management skills desirable (certification is an advantage)
  • Strong MS Office and adaptable workflow system skills
Job Responsibility
Job Responsibility
  • Frequent and proactive two-way client communication that supports strategic and operational aims
  • Regular conference calls resulting in measurable actions
  • Schedule, organize and chair regular client service face to face reviews in collaboration with client executives, relationship management and other functional areas where relevant
  • Work with global clients on program optimization, digitization and adoption of self-service tools
  • Day-to-day issue tracking and resolution with key client organization contacts having emphasis on resolving the root causes and prevention
  • Take ownership of the service relationship, operational health and coordinate internal regional client contacts
  • Enable client growth and proactive program improvement using client feedback, performance KPI and data platforms
  • Identify opportunities and solutions for existing clients and work with Citi stakeholders to develop Commercial Cards footprint
  • Manage global projects and coordinate work of regional teams
  • Prepare and discuss project plan with clients
What we offer
What we offer
  • Competitive salary connected with annual salary review and discretionary annual performance bonus
  • Social benefits (private healthcare, award winning pension scheme, multisport, life insurance, holiday allowance, anniversary program, competitive maternity and paternity scheme)
  • Hybrid model of work – from modern offices and from home, flexible working hours
  • Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
  • Structured onboarding process and extensive training offering (e.g. including Udemy, Degreed)
  • Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
  • Unlimited development opportunities within Citi’s global network
  • Fulltime
Read More
Arrow Right

Service Delivery Manager

The Service Delivery Manager is accountable for the operational performance, gov...
Location
Location
United Kingdom
Salary
Salary:
51900.00 GBP / Year
dimensions-uk.org Logo
Dimensions Volunteering
Expiration Date
June 09, 2026
Flip Icon
Requirements
Requirements
  • Significant experience in IT Service Management within a complex, distributed organisation
  • Experience designing and managing SLAs, OLAs, and service performance frameworks
  • Possess strong analytical and reporting capability
  • Strong working knowledge of ITIL (v3 or v4)
Job Responsibility
Job Responsibility
  • Accountable for the operational performance, governance, and continual improvement of Service Delivery as a formal discipline across the organisation
  • Owns the IT Service Management (ITSM) platform (Halo)
  • Leads the transition to mature ITIL-aligned processes
  • Ensures services are measurable, reliable, and continuously improving
  • Owns Service Delivery Management as an organisational framework extending across other existing service management providers, including Payroll and Learning & Development
  • Responsible for onboarding additional service management functions across the business onto Halo and aligned ITIL processes
  • Ensures consistency, governance, and transparency in how services are delivered and measured
  • Will increase adoption of self-service, embed service management best practice across operational teams, and ensure service performance is transparent and aligned to organisational outcomes
  • Fulltime
Read More
Arrow Right

Service Delivery Manager

The Service Delivery Manager role at NTT DATA requires 8-10 years of IT experien...
Location
Location
India , Noida
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Computer Science, IT, or related field
  • ITIL v3/v4 Foundation certification required
  • ITIL Expert/Managing Professional preferred
  • Certified in incident/problem management or service management frameworks
  • 8-10 years of IT experience with 4+ years in service delivery management roles
  • Experience managing support operations for AI/ML platforms, cloud services, or SaaS products
  • Proven track record of achieving 99%+ uptime SLAs in production environments
Job Responsibility
Job Responsibility
  • Acts as the primary interface between the customer and the support/vendor organization, ensuring high service availability, operational stability, and continuous improvement of the AI/ML platform
  • Service Ownership: Serve as the single point of contact for all support and service-related interactions between client team and support/vendor organization
  • Incident Management: Ensure system uptime (99.5%+ SLA) through timely tracking and resolution of incidents and service requests
  • Support Operations: Manage and publish weekly support rosters to ensure uninterrupted 8x7 coverage (8 AM to 8 PM, 7 days/week)
  • Resource Management: Allocate and rotate support staff (15-25 people) to ensure balanced workloads, skill development, and backup availability across L1, L2, and L3 support tiers
  • Lifecycle Management: Oversee end-to-end incident lifecycle from ticket creation through resolution including logging, categorization, prioritization, assignment, escalations, and closure
  • Root Cause Analysis: Conduct thorough RCA for critical incidents (P1/P2) and implement preventive measures
  • Cross-functional Coordination: Coordinate cross-functional teams including DevOps, backend developers, AI/ML engineers, database administrators, and infrastructure support
  • Service Reviews: Conduct weekly service reviews with delivery teams and monthly business reviews with stakeholders covering KPIs, incident trends, and improvement plans
  • SLA Management: Monitor and report on SLA compliance (response time, resolution time, uptime)
  • Fulltime
Read More
Arrow Right

HR Service Center Manager

The HR Service Center Manager is responsible for overseeing HR service delivery ...
Location
Location
United States , Brentwood
Salary
Salary:
Not provided
delekus.com Logo
Delek US
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4 year / Bachelor's Degree
  • In lieu of the above education requirements, an equivalent combination of education and experience may be considered
  • Four (4) or more years Experience managing or working with third-party vendors or outsourcing providers required
  • Six (6) or more years Experience in HR operations, shared services, or HR service center experience
  • Strong understanding of HR processes, including employee lifecycle, benefits, payroll, and compliance
  • Experience with HRIS systems (e.g., Workday, SAP SuccessFactors) and case management tools
  • Proven experience with SLA/KPI management and reporting
  • Demonstrates attention to detail
  • Experience supporting business executive, including decision making, escalating and delegating tasks
  • Ability to influence without direct authority
Job Responsibility
Job Responsibility
  • Overseeing HR service delivery provided by an external vendor
  • Serve as the primary liaison between the company and the third-party service provider, ensuring high-quality, consistent, and compliant HR support for employees
  • Drive vendor performance, manage escalations, and partner with internal HR stakeholders to continuously improve service delivery and employee experience
  • Act as the Delek lead for the third-party HR Service Center provider
  • Monitor vendor performance against service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations
  • Manage and resolve escalated or complex HR cases, including sensitive employee relations matters
  • Conduct regular service reviews, governance meetings, and performance evaluations with the vendor & HR management
  • Analyze trends in inquiries, case volumes, and service gaps to recommend process improvements
  • Ensure alignment between vendor processes and internal HR policies, procedures, and compliance requirements
  • Collaborate with HR Centers of Excellence (COEs), Payroll, IT, and HR Business Partners to ensure seamless service delivery
What we offer
What we offer
  • Up to a 10% match on 401K on your hire start, with a vesting timeline of only one year
  • Medical benefits that start on day one with a 30% premium rebate annually
  • Access to the Calm app for FREE
  • Additional annual incentives as you set and achieve goals through performance management program
  • Pay for performance culture
  • Fulltime
Read More
Arrow Right

Principal Product Manager, IT Service Management

As a Principal Product Manager for ServiceNow, you will be instrumental in shapi...
Location
Location
India , Pune
Salary
Salary:
Not provided
Workday
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum 12+ years of experience in the design, implementation and support of the ServiceNow platform across multiple lines of business, including experience in ITSM and ITIL practices
  • Proven record of driving platform adoption leveraging a proactive user-centric approach
  • Extensive experience with full life cycle development for ServiceNow customizations including requirements gathering, design, development, testing, deployment, and documentation
  • ITIL Foundation Certification
  • Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent professional experience
Job Responsibility
Job Responsibility
  • Serve as a strategic advisor and partner to business stakeholders to identify challenges and opportunities for operational excellence
  • Define and align goals for ITSM transformation and drive platform adoption across the enterprise
  • Identify new areas of opportunity within the enterprise for ServiceNow utilization, including the adoption of new modules, custom applications, and process automation
  • Lead end-to-end business analysis from discovery workshops to detailed requirements, focusing on delivering measurable business value through the platform
  • Develop and maintain a strategic ServiceNow product roadmap, aligning with business needs, user experience, and enterprise IT strategy
  • Work closely with technical teams to translate business requirements into technical solutions, ensuring alignment with best practices and platform capabilities
  • Build and manage a pipeline of enhancements and features, prioritizing based on business impact, usability, and technical feasibility
  • Collaborate with global teams to design and implement scalable processes using KPIs, SLAs, process flow optimization, and continuous improvement principles
  • Facilitate business leader and stakeholder-level discussions to build consensus, communicate progress, and demonstrate ROI
  • Lead initiatives related to process reengineering, integration of third-party tools (like PagerDuty), and solution governance
  • Fulltime
Read More
Arrow Right