Service Delivery Consultant - Auckland

Auckland, Auckland
  1. Full Time
  2. Strategy
Posting date:12 Jun, 2019
Being a part of Vodafone’s Business team, means you get to partner with some of the world’s most leading companies. You are directly involved in the customers journey from strategy right through to planning, while teaming up with external and internal stakeholders to transform businesses, run innovation workshops and identify areas of growth for our customers. You will have an opportunity to provide consultative commercial and technical advice on a national and global level. Ready?

Role purpose:
The key value proposition of this role is ownership of the operational and tactical relationship to assist with the growth of new and existing customers. To do this, you will be an integral part of a virtual account team supporting Vodafone’s Enterprise and Government accounts, working with E+G Sales Managers to maximise working relationships, build customer satisfaction and therefore improve retention and revenues.

Together you will drive excellent customer service to ensure a high standard of product and service delivery, and identify any improvements or opportunities in the customer life-cycle to grow the Vodafone footprint. You will proactively collaborate with customers, stakeholders, support groups and vendors to ensure and promote Vodafone as a trusted partner, ensuring sustainability of the relationship and delivery of outcomes as contractually agreed.

You will actively contribute to the strategic Service aspect of account planning for your assigned Enterprise accounts, acting as the subject matter expert on the customer’s delivery experience and opportunities for improvement to directly improve the relationship and sales opportunities.

This customer facing role has full accountability for fulfilment of service to agreed contractual terms and conditions and to ensure that all operational service metrics are met.

What will I be doing?

Service Champion driving Continuous Improvement and End-to-End Operational Excellence -

• Act as the customers advocate within Vodafone for the assigned customers by coordinating, liaising and communicating with customers and deliver resolutions to a wide range of customer issues
• Drive Customer awareness and use of Self Service tools and solutions
• Manage, monitor and track performance targets set for service delivery
• Maintain and manage the Operations Guide for customers ensuring that all relevant information is accurate and regularly updated
• Provide reporting and analysis of overall performance to customers
• To attend customer meetings to discuss topics such as performance to agreed Service Levels and process improvement
• Develops actions plans to tackle immediate and ongoing service-related issues

Consultancy & Thought Leadership -
• Through the service relationship, identify and refer sales opportunities and service leads, which may come from meetings, key contacts, vendors and others to the Enterprise Sales Managers
• Identify opportunities to differentiate Vodafone’s service offering for Corporate and Government customers
• Contribute to the implementation program by assisting in the scoping and planning of rollouts where new business has been won
• Maintain up-to-date knowledge of Vodafone products and services, department and company activities and use this information appropriately in all customer and team interactions

Building Collaborative Relationships –
• Develops strong relationships with support teams by communicating vital client information to ensure efficient service delivery and performance
• Participate in a team culture of exceptional performance and contribute to an environment that is Vodafone values aligned, striving for optimum performance
• Work in partnership with Corporate Account Managers and other functions to ensure seamless introduction of new product services and solutions to Corporate and Government accounts

What will I bring?
• Proven relationship management skills within team environment
• Ability to deal with high pressure situations and changeable environments
• Experience in delivery of service, project and/or has worked within an operations environment
• Proven skills in delivery of end to end service solutions
• Must be able to demonstrate good team building in a large matrix environment
• Must be capable of building outstanding relationships with customers and peers alike
• Exposure to a sales environment within the IT&T industries
• Exposure or participation in business change/business process improvement
• Excellent presentation and communication skills (written and oral)
• Emotional resilience, including the ability to work effectively and efficiently under pressure

As part of the application process, should you be successful in being shortlisted for this position you may be required to complete an online digital or phone interview.

With Vodafone, your unique talents and experience will help us deliver an unmatched experience to our customers and the communities we serve. In return you’ll enjoy equal opportunities in an inclusive and flexible working environment, in a diverse team of extraordinary people, while you’re growing your career here in Aotearoa, or globally.

The future is exciting… Ready?

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