Service Management Executive

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Our Service Managers consistently deliver excellent service quality assurance cross all aspects of the business; customer satisfaction; people leadership; operations; and financials. To succeed at VBTS, you must be energetic, highly organized, proactive and leading the customer needs.

Responsibilities:
• Customer focused: It is expected from you to create a high quality service experience and satisfaction by going above and beyond for our existing customers. You will actively monitor customer service trends to make necessary improvements, and assist the team in developing appropriate processes to continuously elevate the overall service quality. The ideal candidate is solution oriented, demonstrating a high ability to identify root cause of problems and develop solutions when faced with adversity.
• Operational excellence: As a Service Manager, you must understand and own every aspect of your customers. Your responsibility will be providing continuous improvements in customer service by partnering closely with other teams. We expect you to advocate efficiency, quality, and overall excellence in all of your actions and decisions.
• Manage projects for service improvement to provide proactive care, service improvement, inventory reliability and visibility
• Financials: Service Managers are expected to understand common financials of customers , know their numbers, inventories and able to track down changes and reporting when necessary.
• Reporting: It i a main customer faced output to create well designed, contented reports to customer both in regular cycles and event based requirements. Provide monthly service review meetings with customers, the presentation spans from incident/request ticket respond/resolution kpi’s to project highlights, utilisation reports for upsell and chronic incident investigation results and recommendationsions
• Publishing meeting notes and coordination between cross-functional Vodafone support & business teams, which could consist of sales and support engineers to provide deadline for every item.

Who you are

What we are looking for:
• Be a leader and a team-player.
• Take ownership, and create a culture of trust and accountability.
• Love to change the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success. Be strategic and proactive. You must think and plan ahead for customer good.
• You have a strong technical aptitude, and a great interest to undertsand new Technologies.
• A combination of mental agility, analytical thinking, hands-on problem solving, and a customer-service mindset.

What You’ll Bring
• Bachelor's degree in Business Management, IT or other related field.
• A minimum of 8 years of experience in a technical multi-discipline management.
• Experience of working within the customer faced service management area.
• Performs well in an multi-projects, fast-paced environments and adapt changes rapidly.
• Proven ability to build strong relationships with other business areas, stakeholder management.
• Perform, think and lead well under pressure.
• A calm, considered approach with exceptional communication skills.
• Digital adapting – ability to adopt and adapt quickly to new technology and systems.
• A good enterprise infrastructure (Data, Voice, Security, Cloud) understanding - Cloud knowledge is definite plus
• Good knowledge of MS Office.
• Able to communicate, read, and write effectively in the English language

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services


Plus, plenty more to enjoy!

#LI-Hybrid


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Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.