Lead Service Performance & Commercial Control

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

About this role

We are seeking an experienced Service Performance and Commercial Control leader to design, implement and lead an integrated performance-management framework across the VOIS Corporate Functions Service Tower (CFST). This role sits within Commercial Enablement and is responsible for connecting service delivery, cost, revenue, productivity, efficiency and quality into a single commercial-performance model. Reporting to the Head of Commercial Enablement, the successful candidate will lead the transformation of Service Controlling from a primarily reporting-focused function into a strategic capability that drives commercial insight, financial control, operational improvement and informed decision-making. This role combines financial leadership, performance management, governance, analytics and organisational transformation to support sustainable business outcomes and service excellence.

What you’ll do

• Lead the redesign, implementation and continuous evolution of the Service Performance and Commercial Control target operating model.
• Establish governance, controls, accountabilities, decision rights, measures and reporting frameworks that support effective performance management.
• Own service economics across cost allocation, revenue, service volumes, productivity and operational performance.
• Partner with Finance and Service Delivery teams to identify financial risks, performance challenges and improvement opportunities.
• Develop and maintain productivity, efficiency and service-quality frameworks, including performance baselines, targets and intervention plans.
• Transform operational and financial reporting into decision-ready commercial insight for senior stakeholders.
• Own executive dashboards, performance visualisations and management information frameworks.
• Lead structured performance interventions, recovery plans and cross-functional improvement initiatives.
• Drive billing assurance, Bill Right First Time performance, allocation integrity, exception management and recovery tracking.
• Lead governance and change management of the CFST service catalogue to ensure commercial and operational alignment.
• Establish common data standards, performance measures, reporting principles and dashboard requirements.
• Promote automation, simplification and continuous improvement of reporting and performance-management activities.
• Lead Service Controlling and Performance Reporting teams, developing capability in financial analysis, commercial insight and performance management.
• Provide independent challenge and evidence-based recommendations to senior leaders on service health, financial performance, commercial risk and operational effectiveness.

Who you are

• Significant experience in financial and commercial leadership within complex service, shared-services or comparable operating environments.
• Strong understanding of service economics, cost allocation, budgeting, forecasting, revenue management and financial performance.
• Proven track record in designing, transforming or leading service controlling, management information or performance-management operating models.
• Strong analytical capability with the ability to connect operational and financial data to identify trends, risks, opportunities and improvement actions.
• Experience developing productivity, efficiency and service-quality frameworks, including performance measurement and root-cause analysis.
• Demonstrated ability to translate complex data into clear executive insight, recommendations and business actions.
• Sound knowledge of billing assurance, financial controls, revenue integrity and performance governance.
• Experience leading organisational change and embedding sustainable improvements through intervention and delivery.
• Strong stakeholder-management and influencing skills within matrix organisations.
• Proven people leadership capability with experience developing high-performing analytical and commercial teams.
• Degree-level education or equivalent professional experience.
• A recognised finance or accounting qualification, or equivalent financial expertise, is highly desirable.

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunity to shape and lead a strategically important Service Performance and Commercial Control function within VOIS.
• Significant exposure to senior CFST, Commercial Enablement, Finance and Service Delivery leadership teams.
• Ability to influence commercial decisions, operational performance and service transformation across a complex international organisation.
• Leadership of a specialist team focused on performance, financial control and business improvement.
• Opportunity to drive measurable outcomes across productivity, quality, service economics and customer value.
• Broad cross-functional engagement across commercial, finance, transformation, reporting and operational teams.

What skills you will learn

• Advanced service economics and commercial-performance leadership.
• Enterprise-scale performance management and operating model design.
• Executive stakeholder engagement and strategic influencing.
• Financial governance, billing assurance and commercial control frameworks.
• Data-driven decision-making, dashboard design and performance visualisation.
• Cross-functional transformation leadership and change implementation.
• Service catalogue governance and commercial enablement practices.
• Root-cause analysis, intervention management and continuous improvement methodologies.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

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.

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