Share this Job

Business Technology Care Manager (External Staff Position)

Posting Country:  Hungary
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Join Vodafone Hungary and build a better tomorrow!
We are looking for a


Business Technology Care Manager  (External Staff Position)


for our Technology Team


#Vodafonelife

At Vodafone we connect everybody to live a better today and build a better tomorrow. It is the future we have in our mind when we see the speed of technology development. There is so much creativity across the technology industry that the speed of change is increasing. We embrace the opportunities of the future and work proactively to make good use of technology. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

 

Your place in the team

 

This is a vendor role. Your employer is a third party, in service of Vodafone.  


Service manager with dedicated customer portfolio. Customer facing technical support for top corporate customers after successful migration (in run phase). 

 

You will be involved in the following tasks

Business Technology Service Management

•    Ensuring the Customer is aligned and contracted to the appropriate service model
•    Delivery of appropriate service performance reports to provide objective evidence of delivery versus contracted SLA
•    Utilise to demonstrate the differentiated value provided by Vodafone and to prospect for additional business.
•    Provide technical support to sales representatives during customer facing meetings
•    Ensure the quality of the solutions offered to the business is in-line with customer requirements. 
•    Engage with the resolution group on high impact incidents
•    Continuously monitor existing processes and notify process owners in case of room for improvement identified
•    Suggest service improvement plans and drive initiatives based on the customer experience
•    Review the service with both the business and the technical teams regularly and manage the expectations between the business and the technical solutions
•    Deliver and maintain enterprise service catalogue in strong cooperation with Technology and Vodafone Business Unit departments
•    Run and analyze proactive customer reports as a daily routine 
•    Proactively oversee customer’s cases to identify any offset or incident at time to react and interfere
•    Incident owner for major outages. Responsible to control Root Cause Analysis preparation and to present at major customers and Vodafone N-1 and N-2 stakeholders

Premium Care

•    Operate premium care product at the dedicated customer portfolio
•    Organize continuously (week/month/quarter)  on-site visits with customers to review the provided services 
•    Be the single point of contact of the onboarded customer as the leader of provided services
•    Extend scope of premium care product to every business service, control offline report and digital developments, accountable for these improvements
•    Owning customer portfolio, visiting customers regularly, presenting service quality reports and improvement ideas 
•    Maintaining and improving pipeline(upsell) of customer signed-up to premium product

Other responsibilities

•    Identify and implement new ways of automation to enhance operation SLAs and reduce resource need
•    Identify and implement machine learning and deep learning capabilities for preventive maintenance
•    Supports product development initiatives
•    Provide technical escalation point to partner areas and customers
o    monitor service level KPIs and intervene if degradation noticed
o    drive task forces established upon high level escalations
•    Manage internal and external stakeholders, improve cooperation with support teams
•    Perform other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.


We are looking for you if you have

•    BSc. in Computer/Industrial/Electrical Engineering or Economics
•    5 years relevant working experience in similar job role (project coordination/management or service coordination/management )
•    Previous experience in customer facing roles is an advantage
•    Understanding of ITIL principle components, qualification to Foundation level is a plus
•    Strong verbal and written English and Hungarian knowledge is a must
•    Good communication and analytical skills – ability to balance conflicting interests and prioritise effectively
•    Strong understanding of IT and Telecom systems is an advantage
•    Basic SQL and data science skillset is and advantage
•    Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)
•    Driving license “B” category 

Get to know us

 
If you want to know more about us and what we do, then
•    visit our website: https://careers.vodafone.com/
•    follow our career page on Facebook: www.facebook.com/VodafoneKarrier

Diversity and Inclusion

Vodafone is a company that values diversity. We believe that we can operate more successfully and effectively with diverse teams. Our aim is to build a culture where no one will be discriminated based on either their gender, age, cultural background or sexual identity, orientation. Vodafone is committed to support LGBT+ people at work.

 

The future is exciting. Ready?
 

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.