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Service Management Lead

Posting Country:  Romania
Date Posted:  26-Nov-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Your day to day:

•    Manage relationships and service quality between GNOC (Group NOC) and Local Customer Service Management, escalation point for Local Network Operations.
•    Ensure SLA compliance and unmatched customer experience for key operational processes, especially Service Quality Mgmt.
•    Provide both Consumer and Enterprise Service Level Management.

With these activities you will have a great impact on our business:

•    Interface  between Local Network Operations and GNOC for SLA/OLA design & review.
•    Harmonize Service Level Management process and KPIs across Network Operations.
•    Service Quality Management process owner.
•    Service ownership for centrally managed services from GNOC.
•    Deliver regular presentation of Service Performance ( network and/or NOC)  for Technical Directors and Head of Ops from Local Markets.
•    Deliver Service Improvement Plans .
•    Ensure Local Market requirements are taken into account in Service Delivery.

With these skills you are a great candidate:

•    Mobile and fixed telecommunication background with functional experience (multinational).
•    Strong understanding of the business processes/ business acumen and experience in process improvement & design.
•    Fluent English and additional language (Italian, German, Spanish).
•    Communication, negotiation, influencing and presentation skills.
•    Cross cultural sensitivity.
•    University degree in Telecom.
•    Telecom background: minimum 5 years.
•    Experience of data analytics, statistics and reporting.

Sounds like the perfect job? We’ve got even more to offer:

•    In this pandemic period we have 100% work from home for your safety. 
•    Medical and dental services 
•    Life insurance 
•    Dedicated employee phone subscription 
•    Special discounts for gyms and retailers 
•    Annual Company Bonus 
•    Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills 
•    You get to work with tried and trusted web-technology 
•    Getting in on the ground floor of and technology changing company 
•    Flexible Vacation – Take time off when you need it, we trust you! 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.