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Business Technology Service Management Lead

Posting Country:  Hungary
Date Posted:  30-Apr-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.

Join Vodafone Hungary and build a better tomorrow!
We are looking for a
Business Technology Service Management Lead
for our Technology Department

 


#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
Accountable for the Business Technology Care and Support team within the TES organisation.
Establishing and operating the operation model for all business products and services for every customer segment. Directly managing Business Service Desk, Care management teams, Technical support functions. 
Identify new business opportunities on C-Level customer meetings. Provide senior escalation point to premium customers, drive problem management projects until customer is satisfied. 
Preparing long term plans is a strategic and operational activity within the role, as well as supporting financial processes for bid activities on both local and regional level.

 

You will be involved in the following tasks
Business Service Desk: 
•    Providing 1st level technical service desk to business customers with complex services
•    Coordinating Incident, Problem, Change mgmt. process, managing 2nd and 3rd level internal an external teams
•    Maintaining operation KPIs (availability, response times)
•    Owning RCA reports and improvement plans

 

Business Technical Support:
•    Organize and drive customer trainings, improve materials
•    Perform on-premise coverage measurements and support network teams in resolution
•    Provide on-premise support to complex customers in data migration and mass complaint management

 

Care Management: 
•    Control and operate premium care product, extend scope to every business service
•    Owning customer pipeline, visiting customers regularly, presenting service quality reports and improvement ideas 
•    Owner of service quality reports, accountable for continual developments
•    Maintaining and improving pipeline of customer signed-up to premium product
•    Ensuring the Customer is aligned and contracted to the appropriate service model
•    Sign-off, approve and manage SLA commitments included in customer contracts
•    Utilise to demonstrate the differentiated value provided by Vodafone and to prospect for additional business.
•    Manage internal and external stakeholders, improve cooperation with support teams


Integration
•    Responsible for integration of newly acquired organization
•    Selection, recruitment and development of the integrated organization
•    Integration of newly acquired technologies, solutions to the existing portfolio
•    Delivery of synergy targets defined in Integration business case

 

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
•    People manager of the team. Provides coaching and mentoring sessions to direct reports, maintains department culture and well-being of the colleagues.
•    Establish fit for the future mindset by coaching colleagues to reach their full potential. 
•    Co-Sponsor TESnology sessions to increase competence of VBU and TES colleagues.
•    Accountable for care and operation budget
•    Requests, oversees and manage forecast, maintains resource management accordingly. Builds and maintains manage service model for dynamic resource management.
•    Coordinating both internal and external (partners, subcontractors) resources
•    Gets engaged in group initiatives, maintains connection w/ GTES and other Vodafone OPCO peers.
•    Owner of operation processes, supports continuous service reviews, drives improvement activities.
•    Supports product development initiatives, signs-off operation part
•    Provide technical escalation point to partner areas and customers
•    monitor service level KPIs and intervene if degradation noticed
•    drive task forces established upon high level escalations
•    Developing and maintaining a proactive service strategy, building strong relationships, both internally and externally and leveraging these to support the generation of new business opportunities
•    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 Economics/Communication/ICT
•    Min. 10 years working experience, 5 years of experience as people manager
•    Min. 5 years ICT service management experience
•    Experience with managed WAN and converged services is a must
•    Understanding of all ITIL
•    Track record working on large corporate accounts in a service role
•    Experience of previously operating at senior management level
•    Experience with network management systems (element mangers, alarm systems and correlation engines). Experience in managing help desk, change and incident management
•    Strong communication and decision making skills – ability to balance conflicting interests and prioritise effectively
•    Strong verbal and written English knowledge
•    Business relationship management skills, experience is effectively dealing with and influencing different stakeholders
•    Strategic outlook, attention to detail
•    Excellent presentation, written and verbal communications skills
•    Excellent analytical and organizational skills, Assertive personality, good communication skills
•    Enforcement strength and exceptional negotiating qualities in highly heterogeneous teams taking into account cultural backgrounds
•    Previous experience in customer facing roles is a must
•    Highly motivated, customer focused individual

 

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.

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