SERVICE IMPROVEMENT - 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 Improvement professional responsible for enabling seamless IT operations, managing SLA performance, handling escalations, and strengthening communication between EVO Operations and business stakeholders. The individual will serve as a single point of contact for designated markets or business units, ensuring clarity, smooth incident and change management, and the successful transition of services from project phases into business-as-usual operations. This role is well-suited to someone who excels in relationship management, service governance, and driving continuous improvement across a complex, multi-stakeholder environment.

What you’ll do

• Act as the primary service management contact for allocated markets or business units, ensuring clear understanding of requirements and concerns.
• Maintain regular insight into customer satisfaction levels, ensuring issues are addressed proactively.
• Oversee SLA delivery, validate service reporting, and conduct regular service review meetings.
• Exercise authority to adjust ticket priorities based on business impact and customer feedback.
• Manage incident and change escalations, serving as the key point of contact for high-impact issues.
• Coordinate with Service Level Managers for escalation reporting and provide out-of-hours support when required.
• Ensure the service support model remains aligned to evolving business needs.
• Manage communication related to problem analysis, root cause explanations, and solution updates.
• Lead continual service improvement initiatives across EVO teams, identifying recurring and high-profile issues.
• Oversee smooth transitions of new markets or services from project phases to hypercare and business-as-usual.
• Support full integration of markets or business units into the EVO support model without workarounds.

Who you are

• Experienced in operating within complex matrix organisations with cultural awareness and adaptability.
• Strong team collaborator with the ability to balance customer and technology perspectives.
• Proven background in service management with effective stakeholder engagement skills.
• Excellent organisational abilities and communication skills in written and spoken English.
• Skilled in customer service within a senior-facing role.
• Able to work effectively under pressure and deliver through others in collaborative environments.
• Knowledgeable in Remedy and related service management tools.
• Possessing SAP process or technical knowledge.
• Certified in ITIL Service Management.

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 closely with global markets and business units in a highly collaborative environment.
• Exposure to large-scale ERP and enterprise service delivery models.
• Experience in managing complex service transitions and improvement initiatives.
• Development of strong cross-functional leadership and communication skills.

What skills you will learn

• Advanced capabilities in SLA governance and service reporting.
• Enhanced escalation and incident management skills.
• Expertise in coordinating communication across technical and business functions.
• Greater proficiency in continuous service improvement methodologies.
• Stronger capabilities in SAP-related service management.

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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