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Service Delivery Readiness Manager - Deputy General Manager

Posting Country:  India
Date Posted:  20-Nov-2020
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?


The Service Delivery Readiness function within the MPN product practice is responsible for the successful delivery of products/services in line with Vodafone’s product roadmap and strategy.  The primary goal of this function is to ensure the proposed service design is fit for purpose and can be rolled out at an enterprise level spanning across Sell, Build and Operate business functions within Vodafone Group, Local Markets and Partner Markets. The activities include accessing the proposed service design, engage with stakeholders across the business, govern the operations readiness testing and track defects unto resolution as part of the project plan to ensure successful roll out of the products/services into respective the markets. Another key responsibility is to ensure Vodafone’s Enterprise customers are on-boarded (early adopters) onto these new products/services by handholding operations for the first two customers post go-live. Hence enhancing Customer Experience becomes key driver for all activities/projects undertaken.

Key engagement touchpoints will be: Central Service Design, Enterprise IT, Operational Users, Project Management, Service Architects and Product Managers

The role of the team leader will be to enable the team on all dimensions (skill, strategy, roadmap, etc) to be able to perform their responsibilities and deliver projects on time, with desired quality and agreed cost and KPI’s. The team leader will spend 25% of their time on people management related activities like development, goal setting, performance discussion, annual appraisals, mentoring, assisting with removing roadblocks on projects, resource allocation, managing leaves and absence, KPI reporting etc. The remaining 75% of the time, the team lead will own projects at hand and will be performing all the deliverables of a Service Delivery Readiness manager.

Must have technical / professional qualifications:
  • University degree, with preference on technology (engineering, telecommunications, computer science).
  • ITIL Practitioner, Prince 2 or equivalent certification
  • Agile methodology principles, SaFe certification and Jira tool knowledge desired
  • 12+ years of experience on managing major customer services or operational services organisation within Telecoms
  • Excellent knowledge and understanding of the telecommunications industry with strong focus on business services and applications delivery
Key accountabilities:
  • Manage the end to end design adoption & delivery of services and solutions into markets (VGE, Local Vodafone OpCos and Partner Markets). Ensure products and solutions are fit for purpose and ready for service (supportable)
  • Management of service/solution transition to in-life operational teams and market rollout, and continuous service improvements activities can take place.
  • Be the feedback loop from Operations to Service Architecture and Service Design on what is working and what is not working and recommend improvements service.
  • Identifying areas that we can improve to uplift customer experience with launched products.
  • Consolidate and Manage cost-to-serve metrics and operational KPI’s on the markets (already operational or) being deployed.
  • Track and manage service delivery activities (risks, issues, actions).  Self- sufficient to resolve most of localisation issues when rolling out in markets
  • Recommend improvements in Service Delivery Readiness to support ORT by applying Agile methodology
  • Define KPI’s, means of measurement and review the same in regular service review meetings with customer/stakeholders
  • Maintain optimum levels of skillsets within the team to cater to the upcoming/existing demands from business

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.