Senior Executive_Change Management Specialist - VOIS

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 a detail-oriented and collaborative individual to support our 24x7 Change Management operations. The role involves managing end-to-end communication for planned work, coordinating with engineers and customers, ensuring adherence to process governance and SLAs, and maintaining a high level of accuracy in all interactions. This position is ideal for someone who excels in multitasking, communicates clearly, and thrives in a dynamic, real-time operational environment.

What you will do

• Apply governance to internally raised remedy changes and planned work across the Vodafone network.
• Coordinate and issue customer communications for planned work, including notifications, updates, cancellations, and re-scheduling.Handle engineer site access calls, ensuring accurate verification and ticket updates.
• Respond to customer and internal stakeholder enquiries using available sources and tools.Process change requests and escalate priority issues when needed.
• Manage remote logon/logoff requests for planned works and ensure correct documentation.
• Send accurate customer notifications within SLA timelines for both planned and real-time activities.
• Monitor the NCM inbox during UK out-of-hours and support customer access requests for network sites.
• Raise and complete Clarify, CPS Cease Orders, and SDA Voice orders while updating inventories.
• Participate in process discussions and represent the team as nominated.
• Collaborate with colleagues to build productive relationships and share knowledge.
• Address general customer queries regarding planned work during UK out-of-hours.

Who you are

• Skilled in written and verbal communication with strong attention to detail.
• Flexible and energetic, with the ability to work in a 24x7 rotational shift environment.Self-driven, adaptable, and capable of multitasking effectively in real-time operations.
• A collaborative team player with strong interpersonal skills.Familiar with ITIL processes; certification is desirable.Experienced in change management or incident management processes.
• Exposure to international voice customer handling is preferred.
• Understanding of telecom, IT, or network products is an advantage.

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

• Opportunities to work in a real-time, global, multi-platform change management environment.
• Experience collaborating with diverse operational teams and stakeholders.
• A chance to grow within a fast-paced domain that supports critical network and customer operations.
• Exposure to structured ITIL-based processes and telecom network activities.

What skills you will learn

• Advanced communication skills for complex, multi-stakeholder environments.
• Enhanced understanding of telecom network change governance.
• Practical execution of ITIL principles in operational scenarios.
• Real-time coordination, decision-making, and time management.
• Cross-team collaboration and process improvement exposure.

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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