Service Improvement 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 a Service Improvement professional to act as the single point of contact for ERP & Management Services across assigned Markets or Business units. The individual will oversee service performance, manage escalations, drive continual improvement, support hyper‑care transitions, and ensure service delivery aligns with business expectations within the EVO ecosystem. This role requires strong stakeholder engagement, attention to service quality, and the ability to support operations in a complex matrix environment.

What you will do

• Serve as the primary liaison for allocated Markets or Business units for ERP & Management Services.
• Gather requirements, insights and concerns related to EVO operations and support ongoing customer satisfaction analysis.
• Oversee SLA delivery, including quality assurance of service reporting and facilitation of regular Service Review meetings.
• Adjust ticket priorities based on business impact, SLAs and customer feedback.
• Manage Incident and Change escalations, including out‑of‑hours support for critical business issues.
• Review the service support model to ensure alignment with business needs.
• Coordinate communication flow into and out of the Market/Business and ensure clarity, accuracy, and relevance.
• Lead communication of Problem Root Cause Analysis and solutions.
• Initiate and manage Continual Service Improvement Plans, identifying high‑profile or recurring issues and ensuring appropriate follow‑up.
• Support onboarding and transition of new Markets or Services from project to hyper‑care and business‑as‑usual stages.
• Facilitate Hyper‑care Go‑Live Operations calls during the stabilisation period.
• Collaborate within the Service Improvement Management community to share insights and support team development.

Who you are

• Possess strong SAP process or technical knowledge.
• Comfortable navigating complex matrix organisational structures.
• Demonstrate cultural awareness and the ability to adapt communication styles sensitively.
• A collaborative team player with strong customer orientation.
• Able to interpret business and technology perspectives when resolving issues.
• Experienced in service management with familiarity in Remedy or similar systems.
• Proficient in English, both written and verbal.
• Skilled in stakeholder management, communication and facilitation.
• Highly organised and capable of performing effectively under pressure.
• Hold an ITIL Service Management certification.
• Knowledgeable about EVO ecosystem architecture, technologies and support groups.
• Able to deliver outcomes through cross‑functional collaboration.

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

• The opportunity to work with diverse global teams across Markets, Group functions and technology partners.
• Exposure to high‑impact service performance initiatives within the EVO environment.
• A role that strengthens leadership, communication and cross‑functional orchestration skills.
• Experience in driving strategic improvements that influence business continuity and operational excellence.

What skills you will learn

• Advanced service management and performance optimisation methodologies.
• Enhanced capability in stakeholder engagement across complex matrix structures.
• Strengthened skills in incident management, change governance and root cause analysis.
• Expertise in hyper‑care operations and service transition frameworks.
• Broader understanding of the EVO ecosystem and multi‑vendor collaboration.

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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