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Senior Service Manager

Posting Country:  United Kingdom
Date Posted:  07-May-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.

Location: Newbury (Full-time remote working during COVID-19)
Salary: Competitive 
COVID-19 Notice: We are continuing recruitment and have implemented new processes that promote candidate and employee safety. As part of this we have moved to a virtual hiring and onboarding process until further notice.


Vodafone UK Corporate functions work within the heart of our business, providing professional expertise, support and guidance across all operations, revolutionising our digital growth by always moving, always adapting, to be ready for the future.


What will you be doing? 

The role will manage all service related activity relating to an MNVO contract, playing a critical part in the successful operation of this account. It will also ensure the focus and reporting on network and IT performance KPIs to minimise risk of penalties under the contract.

Key Accountabilities include:

Accountable for all aspects of the end to end service relationship, working with colleagues ensuring cross functional alignment / customer focus and developing a strong and trusting working relationship with the customer
Ensure reporting of SLAs, KPIs and creation and delivery of issue reports as per cadence set out in contract. 
Where KPIs are missed, work closely with networks/IT teams to understand issue to enable reporting and explanation to customer and to help ensure issue is being addressed internally to avoid future repeats
Support incident resolution working closely with Tech Ops incident teams, ensuring customer is being kept appraised of situation. Monitor effectiveness of incident management process and identify/suggest improvements where needed
Complete post incident reviews with problem management team and prepare Post Incident Review report for discussion with customer
Own remediation / improvement activities identified when incidents occur


Who are we looking for? 


Service Management experience within a telco is a pre-requisite with an solid understanding of mobility & RAN
Data literate – able to understand / interpret different data sources and articulate data
Can balance multiple work streams, work to extremely tight deadlines and remain cool under pressure
Attention to detail
Competent in presenting results to senior stakeholders and understanding service KPI reporting.
Technical understanding of mobile networks would be advantageous
Knowledge and understanding of Ofcom, GDPR and PCI compliance standards and regulations would be advantageous
Previous experience of using billing systems helpful


What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.



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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