Service Support 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 Support professional to assist the NAO UC Service Manager in managing Group Products and driving service improvement initiatives. This role involves KPI analysis, onboarding activities, stakeholder engagement, and operational support. You will act as a key interface for escalations and ensure seamless communication across teams and the wider business.

What you will do

• Collaborate with Operations and Transition teams to ensure testing, documentation, and solution implementation meet Vodafone standards.
• Communicate risks associated with service transitions to management and relevant teams.
• Drive continuous process improvements across Incident, Problem, Change, and Risk Management in alignment with NAO process teams.
• Act as an escalation point for major incidents on a 24/7 on-call basis, providing feedback, reports, and trend analysis for improvement.
• Take ownership of operational performance, including third-party partners, and strive for best-in-class service delivery.
• Maintain clear communication with the Service Manager on risks, issues, and potential escalations.

Who you are

• Experienced in Network Operations tools, processes, and practices.
• Strong background in Service Management with a proactive approach to resolving issues.
• Skilled in facilitation and influencing within a support organisation.
• Highly organised, delivery-focused, and efficient in planning and process execution.
• Excellent verbal and written English communication skills.
• Good knowledge of Fixed, Mobile, Voice, and Data communication technologies and standards.
• Proficient in Microsoft Office Suite.
• Minimum 5–10 years of experience, with strong ITIL knowledge, particularly Incident and Problem 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 on global service operations and process improvement initiatives.
• Exposure to cross-functional teams and international stakeholders.
• A dynamic environment that encourages innovation and continuous learning.

What skills you will learn

• Advanced ITIL practices and service management methodologies.
• Stakeholder engagement and communication strategies.
• Incident and problem management in a global telecom environment.
• Process optimisation and KPI-driven performance improvement.

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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