UCC Service manager-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 an experienced IT Service Governance professional to act as a central interface between IT service management, internal business partners, and external service providers. This role focuses on ensuring IT services are aligned with strategic objectives, governed through robust frameworks, compliant with ISO standards, and consistently delivered across the full service lifecycle, from design and build through to operations.

What you’ll do

Establish and maintain effective service governance structures, risk management practices, and compliance mechanisms aligned with ISO standards.Develop, implement, and sustain a service governance framework covering the entire service lifecycle.Define and enable clear decision-making structures, accountability, and transparency across IT services.Partner with Management Systems Architects to define, implement, and govern policies and processes.Work closely with Risk and Compliance specialists to ensure proactive risk management.Monitor and enforce compliance with internal policies and ISO requirements.Conduct regular service audits, identify gaps, and drive improvement actions.Engage with stakeholders, including customers, to understand expectations and service requirements.Facilitate effective communication between service delivery teams and stakeholders.Collaborate with supplier management to define service scope, SLAs, KPIs, and performance monitoring for internal and external IT, infrastructure, and network suppliers.Initiate corrective actions to address service performance gaps and enhance service quality.Support audit readiness through documentation, adherence to processes, and compliance checks.Drive continuous improvement initiatives within service governance.

Who you are

An experienced IT service professional with strong knowledge of service delivery management and ITIL practices.Skilled in managing relationships with internal and external stakeholders across globally distributed environments.Confident in applying governance, risk, and compliance principles within complex IT landscapes.A clear and inclusive communicator with strong interpersonal skills.Detail-oriented, analytical, and focused on identifying practical, best-fit solutions.Educated to degree level, ideally in IT or telecommunications.Brings significant experience in IT services, preferably within a telecommunications context.Demonstrates experience working with financial governance and service performance management.Approaches work with reliability, rigour, and a strong sense of accountability.

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

Exposure to complex, global IT service environments within a leading telecommunications organisation.Opportunities to collaborate with diverse, international stakeholders and partners.A role with real impact on service quality, compliance, and continuous improvement.Professional growth through working with recognised governance and ISO frameworks.

What skills you will learn

Advanced IT service governance and compliance practices across large-scale organisations.Practical application of ISO standards within IT service operations.Stakeholder engagement and supplier performance management in global service models.Continuous improvement techniques within service governance frameworks.

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, 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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