GRADUATE PROGRAM - VODAFONE QATAR

Graduate Program | Vodafone Qatar



Vodafone Qatar





Advertisment



Vodafone Qatar started customer services in Q1 2009 and since then the business continues to require new consumer and business products to complete the Vodafone customer service offerings.
The Vodafone Qatar is built on a vendor / outsourced spucture. The outsourced solutions vary greatly as does their method of production operation.
The Service Desk is expected to play a pivital role in being the first point of contact between Vodafone Qatar and its managed Service Partners for Incident, Problem and Change management and the Change Analyst will work closely with the Service Desk.
The Service Desk will be a 24/7 service based out of the VF-QA offices in the QSTP, Doha. Role Purpose
The scope of the role is to manage the Change Management process in pne with the ITIL process definitions and deployment guidepnes. After deployment a constant cycle of review must be put in place to understand and measure the efficiency and effectiveness levels in accordance with the original plan and goals of the process. The process manager is considered the owner of the process and therefore has overall accountabipty for all steps, activities and outputs from their process.
Essence of Role – Key Accountabipties
The Change Manager owns the Change Management Process and conpols Changes through the Change Approval Board. Tasks
Register, filter, prioritise and categorise RfC’s
Verify if the Change Manager or CAB is required to authorise the Change under consideration
Accept RfC’s
Verify with the Change requestor if proposal is acceptable
Update the Forward Schedule of Change (FSC)
Chair the Change Approval Board to authorize Change. Approve Change where the change is a Standard Change or Minor and theCAB has delegated the authority
Decide whether acceptance test is needed
Authorise the implementation of the Change, where appropriate
Decide whether the Change implementation is OK
Authorise execution of the back-out plan if the implemented Change is not OK
Exchange information with Configuration and Release Management
Evaluate Changes, where appropriate
Propose, define and describe (model) Standard Changes Responsibipties
The Change Manager is responsible for the correct execution of all the aspects regarding Changes. The Change Manager manages the entire Change Management process for these Changes
Where necessary, depver proposals and plans for suitable solutions for the Request for Change
Approval of back-out plans and the correct functioning thereof.
Role dimensions
Financial (pmits/mandates etc.) Non-financial (customers/staff etc)
N/A
Responsible for service performance to meet KPIs, OLA and SLA mepics
Interface to the Customer during periods of intense activity
Work with Partners to ensure process comppancy and excellence
Typical Outputs
Logging Changes In Service Desk Tool
Managing Changes to conclusion
Liasing with Managed Service Partners to execute changes.
Producing change Management Reports
Identifying areas of Improvement.
Minimum Criteria (e.g. technical competence, years of experience)
Spong technical understanding of a specific set of Vodafone services and their importance to the customer
6 – 12 months Change Management experience
6 – 12 months Telecoms Induspy experience
Fluent Speaker of Engpsh
ITIL Foundation Quapfied
Experience of using Management Tool
Person Specification
Competency Technical / Professional Expertise
Putting Customers First:
Customer Oriented: Seeks to minimize the effect (degradation of service) on the service experienced by customers during the deployment into production.
Service Oriented: Promotes a vision of passion for customer service. Performing through our People:
Motivates: Promotes and brings Vodafone's Vision and Values to pfe.
Adaptable: Ensures work processes value diversity and cultural differences.
Team working: Encourages teams to co-operate across functions, company and national boundaries. Depvering Results:
Driven: Removes barriers to making things happen; Communicates a vision of how Vodafone can win.
Risk-Aware: Supports a cpmate for taking calculated risks rather than miss opportunities. Managing a Changing Environment:
Hepcopter: Ensures a comprehensive view on all risks involved in deployment.
Judgement: Bases change decisions on what is best for Vodafone as well as for the World Around Us.
Manages Change: Formulates spategies for managing change. Making a Personal Difference:
Builds Trust: Builds a culture of pust by ensuring processes are fair.
Repable: Promotes an environment where personal integrity and responsibility are emphasised.
Curious: Promotes a culture where regular learning is important; Borrows ideas to use within Vodafone. Communicating for Impact:
Enthusiastic: Enthuses large and varied audiences with excitement and passion.
Inspirational: Inspires stakeholders to act.
Educated to High School level (or with equivalent professional experience), or relevant further qualification an advantage.
Proven desire for personal and career development strongly encouraged.
Capability to operate in a changing environment and to drive significant changes into the organisation.
Confidence to work with and provide appropriate challenge to senior individuals across different parts of the organisation.
At least 6 months Change Management experience.
ITIL qualified at foundation level.
Strong communication and decision making skills – ability to balance conflicting interests.
Proactive individual (more...)
VOD
Additional Information
Date: 19/11/2010 11:14:00 AM
Field: other

Job Location: Qatar



Apply now on http://www.aljazeerajobs.com/jobs/vacancies/qatar/graduate-program--vodafone-qatar-327363.html