Cellulant is a pan-African mobile commerce company. It operates Africa’s number one mobile commerce network and aims to connect 100 million customers to its mobile commerce ecosystem.Cellulant was founded in 2003 and has currently operations in Kenya, Nigeria, Tanzania, Uganda, Rwanda, Ghana, Zimbabwe, Mozambique, Malawi, Zambia, Botswana and every year moving into new countries.
We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including e.g. the top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, and more services, and more value to their end consumers. We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.
To be able to meet these aggressive growth expectations we need to grow our dynamic team.
We are recruiting a highly motivated Service Manager keen to utilize his/her existing skills and develop new ones that will enable him/her to add to the success of the organization as well as his/her own. We invite you to be part of that growth;
Service Manager
To ensure resolution of incidences affecting system uptime and quality of service (QoS) for all Cellulant customers, through timely detection, resolution, escalation and communication as well as applying a problem
management practice to mitigate against future recurrence. The goal of this role is to drive customer happiness by continuously improving our service levels.
Reports to: Chief Technology Officer
Key result areas
Manage the performance of services to clients as per agreed contract and ensure that service levels are achieved.
The following times are measured per issue severity:
o Detection time: From time an issue occurred to detection for diagnosis.
o Resolution time: From the time the issue is logged by client or noted on monitoring system, to complete resolution.
o Escalation time: Time from issue escalation to other technical team or service provider to resolution.
Communication: Timely and informative communication to customers and account managers of incident detection, resolution, planned downtime and any other matters raised that affect QoS.
Attend some client service review meetings / conference calls covering performance, service improvements, quality and processes
Systems Uptime
Development and implementation of Support policies and procedures
Implement and facilitate workshops and training courses for of service management team/ support
Key Relationships
Service providers: MNO's, ISP's, Infrastructure providers
Technology team leads
Customers (internal and external)
Cellulant Management
Account Managers and Content team
Required Competencies
Well-developed people skills
A first degree in an IT related field is desirable
Experience in a Service Management / Account Management role.
A minimum of five years’ experience in the IT industry
Foundation level understanding of Project Management.
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable
Due to 24x7x365 operation, must be willing to be available for out of hours work.
Required Skills
Tenacious problem solver, will own issues until full resolution.
Excellent communication skills, both written and verbal with great attention to detail.
Strong rapport and relationship building skills with both internal departments and external customers.
Strong organizational, time management and prioritization skills.
Able to take a creative approach to situations and problem solving.
Key Performance Indicators/Deliverables
Meeting of SLA commitments to customers: Detection, Resolution, Escalation and Communication of issues within acceptable times for their severities e.g. Severity 1 resolution within 2 hours.
Review service failures and produce incident reports.
Produce and maintain service improvement plans
Interested candidates are requested to send their applications to hr@cellulant.com
We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including e.g. the top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, and more services, and more value to their end consumers. We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.
To be able to meet these aggressive growth expectations we need to grow our dynamic team.
We are recruiting a highly motivated Service Manager keen to utilize his/her existing skills and develop new ones that will enable him/her to add to the success of the organization as well as his/her own. We invite you to be part of that growth;
Service Manager
To ensure resolution of incidences affecting system uptime and quality of service (QoS) for all Cellulant customers, through timely detection, resolution, escalation and communication as well as applying a problem
management practice to mitigate against future recurrence. The goal of this role is to drive customer happiness by continuously improving our service levels.
Reports to: Chief Technology Officer
Key result areas
Manage the performance of services to clients as per agreed contract and ensure that service levels are achieved.
The following times are measured per issue severity:
o Detection time: From time an issue occurred to detection for diagnosis.
o Resolution time: From the time the issue is logged by client or noted on monitoring system, to complete resolution.
o Escalation time: Time from issue escalation to other technical team or service provider to resolution.
Communication: Timely and informative communication to customers and account managers of incident detection, resolution, planned downtime and any other matters raised that affect QoS.
Attend some client service review meetings / conference calls covering performance, service improvements, quality and processes
Systems Uptime
Development and implementation of Support policies and procedures
Implement and facilitate workshops and training courses for of service management team/ support
Key Relationships
Service providers: MNO's, ISP's, Infrastructure providers
Technology team leads
Customers (internal and external)
Cellulant Management
Account Managers and Content team
Required Competencies
Well-developed people skills
A first degree in an IT related field is desirable
Experience in a Service Management / Account Management role.
A minimum of five years’ experience in the IT industry
Foundation level understanding of Project Management.
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable
Due to 24x7x365 operation, must be willing to be available for out of hours work.
Required Skills
Tenacious problem solver, will own issues until full resolution.
Excellent communication skills, both written and verbal with great attention to detail.
Strong rapport and relationship building skills with both internal departments and external customers.
Strong organizational, time management and prioritization skills.
Able to take a creative approach to situations and problem solving.
Key Performance Indicators/Deliverables
Meeting of SLA commitments to customers: Detection, Resolution, Escalation and Communication of issues within acceptable times for their severities e.g. Severity 1 resolution within 2 hours.
Review service failures and produce incident reports.
Produce and maintain service improvement plans
Interested candidates are requested to send their applications to hr@cellulant.com