Share this Job

Global Service Manager

Posting Country:  Germany
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?

Global Service Manager
Düsseldorf, Germany

 

Our purpose at Vodafone is to connect for a better future. At Vodafone Group, we partner with our local markets to drive consistency and earn customer loyalty across 20 countries for over 600 million customers. We are restless and passionate about creating a better future for all. We are always open to new things, and curious to create solutions that our customers will love. We are constantly learning to innovate the way we operate, set our global standards and to deliver on our strategy. Our ambition is to improve 1 billion lives and half our environmental impact by 2025. It’s up to each of us to make this happen. Ready?

 

Vodafone Group Business Operations delivers consistent, excellent service to all our 1700 multi-national clients. From designing to delivering extraordinary service that exceeds our customer’s expectations, we lead excellence across all our global markets and customer lifecycle Joining us as a Global Service Manager you can be part of our journey!

 

Role purpose:

Responsible for ensuring Vodafone Global Enterprise (VGE) meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS). The Global Service Manager will ensure that Vodafone continues to add value the allocated account by understanding the needs of the customer, establishing strategic relationships, managing the service level commitments and proactively driving improvement.
This role interfaces with Customers with global presence at an executive level, incorporating matrix management at an account level and maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.

 

With us you will

  • Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship
  • Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers
  • Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
  • Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates service fulfilment personnel, and the responsible sales organisation.
  • Identifies opportunities for revenue growth - translates customer needs into solutions that enable both the customer and Vodafone profitability

Apply if you have

  • Customer obsessed, able to nurture and manage deep customer relationships on all  levels
  • Advanced ‘C’ level communication, stakeholder, influencing and relationship skills
  • Lead a virtual team of Service Management resources to deliver on the account plan through a matrix management structure
  • Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer
  • Very good knowledge of technologies across all of telecommunications
  • Good knowledge of technologies in the area of Unified Communications and Wide Area Networks (IPVPN, SDN, etc.)
  • Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
  • Good knowledge in English and German
  • Track record of global service delivery for global/international enterprise accounts

 

What’s in it for you?

  • 30 days holiday
  • Flexible working
  • Vodafone family and friends discount
  • Collective accident insurance
  • Company pension (financed by Vodafone)
  • Voluntary additional pension insurance (financed by employee)
  • Gym

 

Our commitment

Vodafone is committed to attracting, developing and retaining the best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too.

 

The future is exciting. Ready?

#groupresourcing

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.