Service 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 Service Management Specialist to lead supplier performance, contract governance, and financial oversight across DE D&IT. This role acts as the central point for supplier onboarding, performance assurance, and escalation management, ensuring business requirements are met and continuous improvement is driven across services. The individual will collaborate closely with internal teams, legal, and suppliers to optimise service delivery and identify cost efficiencies.

What you will do

Lead monthly governance meetings with suppliers and manage escalations.
Serve as the communication bridge between internal teams and external suppliers.
Monitor and report on supplier performance, driving remediation where needed.
Define and adapt KPIs aligned with service levels and business needs.
Collaborate with VPC and internal stakeholders to ensure contracts meet operational requirements.
Oversee financial processes including PO creation, commercial coverage, and work order validation.
Identify savings and efficiency opportunities during contract reviews.
Facilitate steering committees and regular service provider meetings.
Engage in contract and bidding processes, ensuring alignment with business goals.

Who you are

Experienced in the telecoms industry, ideally within large enterprise environments.
Skilled in supplier relationship management, negotiation, and escalation handling.
Strong communicator with the ability to engage internal and external stakeholders effectively.
Analytical thinker with experience in performance trend analysis and KPI development.
Familiar with contract documentation and mapping against business requirements.
Proficient in process mapping and identifying operational improvements.
Knowledgeable in purchasing processes and financial oversight.
Holds a university degree in technology-related fields such as engineering, telecommunications, or computer science.
Experienced in managing customer or operational services within telecoms.
Comfortable working in a multi-national, matrixed organisation.

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 supplier relationships and drive performance excellence.
Exposure to cross-functional collaboration across legal, procurement, and operations.
Involvement in high-impact projects and contract negotiations.
A dynamic role with visibility across multiple business units and stakeholders.

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, 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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