Service Delivery Lead (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 Service Delivery Lead to oversee the delivery of IT collaboration services, ensuring high customer satisfaction and operational excellence. This role involves managing a service delivery team, leading strategic initiatives, and maintaining strong relationships with internal stakeholders. The individual will be responsible for project management, budget oversight, and driving continuous improvement across service operations.

What you’ll do

• Lead the service delivery team to ensure efficient execution of tasks and resolution of conflicts.
• Maintain strong relationships with customers and internal stakeholders, identifying needs and aligning services accordingly.
• Manage budgets and finances, identifying cost-saving opportunities without compromising service quality.
• Oversee the end-to-end development lifecycle of Office IT operations, ensuring business continuity and rapid response to escalations.
• Approve strategic roadmaps for Microsoft applications supporting Vodafone Group operations.
• Analyse customer feedback to refine services and improve delivery standards.
• Collaborate with team leaders to define service criteria and resolve operational challenges.

Who you are

• A Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• Over 10 years of experience in IT support, with at least 8 years in leadership roles.
• Strong background in Microsoft systems, including Azure, O365, and SharePoint development.
• Proven expertise in customer service, project management, and quality control.
• Skilled in resource planning, business communication, and strategic IT management.
• Demonstrated ability to influence and coach team leaders, fostering a collaborative and high-performing environment.

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 lead strategic IT initiatives impacting global operations.
• Exposure to high-impact projects with direct influence on customer experience and business continuity.
• Collaborative work environment with cross-functional teams across Vodafone Group.
• Chance to work with cutting-edge cloud technologies and Microsoft platforms.
• Role with high visibility and influence across organisational levels.

What skills you will learn

• Advanced leadership and people management techniques.
• Strategic IT planning and roadmap development.
• Crisis management and escalation handling in high-impact environments.
• Business impact analysis and operational risk mitigation.
• Enhanced communication and stakeholder engagement across global teams.

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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