Enterprise Operations Manager_VOIS

Role purpose:

• Global Service Desk (GSD) Operations Manager is responsible for developing and managing Global Service Desk and to make sure to provide best in class in Global Enterprise and Consumer applications support and B-2-B for Global Service customer (Vodafone group and all Vodafone Operating Companies around the world)
• Operational Excellence & Service Delivery: Lead the operations team to deliver world-class service desk support, ensuring SLA compliance, managing escalations, and driving continuous improvement across operational activities and processes.
• Team Leadership & Performance Management: Manage a team of 30–40 FTEs through structured coaching, performance reviews, and development plans. Oversee resource planning, training, and motivation strategies to maintain high productivity and technical proficiency.

• Customer & Stakeholder Engagement: Act as the primary escalation point for Vodafone business customers and internal stakeholders. Foster strong relationships with OpCos, SLS teams, and vendors to ensure seamless service delivery and proactive issue resolution.

Key accountabilities and decision ownership

• Operations Oversight: Accountable for the end-to-end management of Global operations, including incidents, and service request handling, ensuring alignment with SLAs and operational KPIs.
• Team Leadership & Workforce Planning: Responsible for leading and developing a team of 30–40 FTEs, including workforce scheduling, performance management, and capability building to support evolving service demands.
• Customer Escalation & Experience Management: Owns the resolution of high-impact-related customer escalations, ensuring timely closure and driving initiatives to enhance service quality and customer satisfaction.
• Operational Reporting & Insight: Leads the generation and analysis of operational reports (weekly/monthly/yearly), using insights to inform strategic decisions and continuous improvement initiatives.
• Stakeholder & Vendor Coordination: Maintains strong collaboration with internal stakeholders and external partners, to ensure seamless service delivery and successful onboarding of new services or process enhancements.

Key performance indicators

• SLA Compliance Rate: Percentage of service requests completed within agreed SLA timelines.
• Customer Satisfaction (CSAT) / TNPS: Measured through post-service feedback and surveys, reflecting the quality of customer experience and issue resolution.

• Operational Efficiency Metrics

Core competencies, knowledge and experience

• People Leadership: Strong experience managing large teams with a focus on coaching, development, and performance.
• Stakeholder Communication: Excellent communication skills to collaborate effectively with external partners, and internal teams.
• Customer Focus: Proven ability to manage escalations and drive service excellence in customer-facing operations.
• Service Management: Solid understanding of ITIL practices, SLA management, and operational reporting

Must have technical / professional qualifications:

• Familiarity with ITIL methodology.
• Experience in operations
• Knowledge of ITIL or service management practices
• Strong data analysis and reporting skills
• Effective communication and team leadership abilities

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