SAP Enterprise Service Management (ESM)

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 SAP Employee Service Management (ESM) professional to join our Product and Services-Solution Owners team in Pune. This role is ideal for an individual with strong expertise in Implementing SAP ESM. The successful candidate will play a key role in Solutioning and Implementing Ticketing platform for HR services. This role requires Candidate to collaborate with various Stakeholders across HR Services, Centers of Excellence, Digital HR and IT teams.

Key highlights of the role:

• Hybrid working model based in Pune/Bangalore
• Shift timing: 11:00 AM to 8:00 PM.
• Minimum 7 years of relevant experience required.
• Strong focus on SAP Employee Service Management (ESM) and HR service delivery operations.
• Opportunity to Implement ticketing solutions across multiple global markets .

What you will do

• Act as a Solution Owner within Product and Services team for SAP Employee Service Management (ESM) and related platforms.
• Understand the Ticketing platform architecture i.e. ESM and articulate ESM functionality including workflows , routing logic , automation and integration.
• Collaborate with HR Services, Centres of Excellence, Digital HR and IT to support the implementation of the ticketing platform.
• Identify and support automation opportunities, process standardisation and service optimisation initiatives.
• Drive continuous improvement and system enhancement initiatives based on service insights and operational data.
• Support the ongoing enhancement and adoption of SAP Employee Service Management capabilities.

Who you are

• Minimum 7 years of experience in implementing Ticketing tool/Platform for HR Service delivery.
• Hands-on experience with SAP Employee Service Management (ESM), including case management, routing, reporting and service operations.
• Strong understanding of ticket lifecycle management, queue management, SLA monitoring and backlog management.
• Knowledge of HR service delivery models and shared services operations.
• Experience collaborating with cross-functional stakeholders across HR and technology teams.
• Understanding of Lean and/or Six Sigma methodologies.
• Team leadership experience is preferred.Strong communication, presentation and interpersonal skills.
• Based in Pune or willing to work from Pune in a hybrid work model.

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 work on a strategic HR service management platform within a global organisation.
• Exposure to large-scale HR Operations and Shared Services transformation initiatives.
• Collaboration with HR, Digital HR, IT and business stakeholders across multiple functions.
• Ability to influence service excellence, operational efficiency and employee experience outcomes.
• Hybrid working environment that supports flexibility and collaboration.
• Opportunity to contribute to process improvement and automation programmes.

What skills you will learn

• Advanced SAP Employee Service Management (ESM) platform capabilities.
• HR service operations analytics and reporting.
• Service management governance, SLA management and performance measurement.
• Process optimisation methodologies and continuous improvement practices.
• Cross-functional stakeholder engagement and organisational collaboration.
• Automation identification and service transformation approaches within HR Operations.

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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