Global Sr. Service delivery Manager

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

We are seeking a highly experienced professional to lead global service delivery operations across multiple geographies, ensuring seamless service for over 3,000 Vodafone Group customers. This role focuses on operational excellence, customer experience, and strategic alignment while driving transformation initiatives and embedding Agile practices across global teams. The individual will act as the primary point of accountability for service performance, governance, and continuous improvement programmes leveraging automation and analytics.

• Manage four service towers: Connectivity & UC, Technical, Mobility & Enablement.
• Monitor KPIs, TNPS, and customer satisfaction metrics; implement improvement plans.
• Oversee service transition, product onboarding, and change management.
• Drive revenue and cost control, commercial strategy, and contract negotiations.
• Manage budgets, stakeholder relationships, and vendor partnerships.
• Ensure compliance with ISO standards and governance frameworks.
• Lead global incident and problem management, mitigating risks and ensuring business continuity.
• Champion digital platforms, automation, and Agile ways of working across teams.

Who you are

• 10+ years’ experience in global service delivery with strong leadership skills.
• Advanced proficiency in Excel and Power BI; strong analytical and strategic thinking.
• Certified in ITIL v4, PMP or PRINCE2, and Agile frameworks (e.g., SAFe, Scrum).
• Skilled in programme management, business continuity planning, and ITSM tools (Jira, ServiceNow, etc.).
• Excellent communication, negotiation, and stakeholder management skills.
• Knowledge of enterprise solutions, compliance frameworks (GDPR), and financial regulations.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Opportunity to lead global service delivery impacting thousands of customers.
• Exposure to cutting-edge technologies, automation, and Agile practices.
• Work in a dynamic, multicultural environment with global stakeholders.
• Career growth through strategic projects and transformation initiatives.

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth.
With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture