Order Workflow Manager

Job Description

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 Order Workflow Management Specialist to deliver end-to-end fixed line product orders across global markets, ensuring customer requirements are met accurately, efficiently and on time. The role sits within Global Customer Connect and focuses on order execution, stakeholder coordination, escalation management and continuous improvement to achieve a world-class customer experience.

What you’ll do

• Take accountability for the complete end-to-end delivery of fixed line product orders across global countries
• Provide accurate and timely updates in GCC tools to enable reporting visibility and performance tracking for stakeholders
• Build and maintain strong relationships with internal teams and stakeholders to support effective collaboration across Tribes
• Own and manage critical escalations, coordinating resolution activities and leading post-escalation reviews
• Ensure systems, GCC processes and methodologies are consistently followed to meet defined KPIs
• Recommend and implement process improvement actions for assigned orders within agreed timelines
• Analyse internal and third-party processes to develop strategies for order management optimisation
• Ensure all systems are updated correctly to enable timely initiation of customer billing
• Apply technical knowledge to support service activation, including coordination with third-party and Vodafone engineers, troubleshooting, router installations and circuit testing prior to customer handover

Who you are

• You have strong proficiency in order management within a service delivery environment
• You bring experience working with third-party carriers and suppliers
• You are comfortable operating in a diverse, large-scale operational setting
• You demonstrate excellent customer-facing and stakeholder engagement skills
• You have in-depth knowledge of order management processes, escalation procedures and task management
• You apply ITIL principles and vendor management practices effectively
• You are able to train and guide team members when required
• You manage priorities effectively and demonstrate strong problem-solving skills
• You have hands-on experience with CRM tools and are confident using MS Excel and MS PowerPoint
• You communicate clearly and professionally, both verbally and in writing

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

• Exposure to global fixed line delivery operations within a large telecom organisation
• Opportunity to work closely with international customers, suppliers and internal stakeholders
• A hybrid working model aligned with VOIS smart working principles
• A role that directly contributes to improving customer experience through operational excellence

What skills you will learn

• Advanced end-to-end order workflow and service delivery management techniques
• Deeper understanding of global telecom fixed line products and activation processes
• Enhanced escalation handling, vendor management and stakeholder communication skills
• Practical application of Lean and Six Sigma 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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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