VBTS Sn. Manager

Job Description

What will you do

The Head of VBTS is responsible for leading and coordinating business technical support operations across multiple domains, including pre-sales, product delivery, fixed connectivity services, B/C deliverable, second-level support, field operations, and specialized enterprise or government projects. This role ensures seamless service delivery, rapid issue resolution, and continuous improvement in technical support processes, contributing to high customer satisfaction and operational excellence.
Reporting directly to the Director of VBTS for the cluster markets and dotted line to Vodafone Business Unit (VBU) Director.

Job Responsibilities

Key accountabilities and decision ownership

1. Pre Sales Design
∙ For bespoke and complex projects presales team should be responsible for HLD and LLD of the solution to be offered to the customer
∙ Pre sales is also responsible for gathering the cost of the solution to feed the information to the sales front.
2. Product Delivery Support
∙ Oversee technical aspects of product rollouts and service activations.
∙ Collaborate with product and engineering teams to ensure readiness and supportability.
∙ Monitor KPIs related to delivery timelines and quality.
∙ Controls the technical aspects of products sold through partnerships
3. Fixed Connectivity and B/ C Support
∙ Manage support for fixed-line connectivity services.
∙ Manages support for B/C deployed services
∙ Ensure SLAs are met for incident resolution and service restoration.
∙ Coordinate with network operations for escalated issues.

4. Fixed Services and B/C 2nd Level Support

∙ Lead the second-level support team handling complex technical issues.
∙ Develop troubleshooting guides and knowledge base articles.
∙ Interface with vendors and third parties for issue resolution.

5. Field Support
∙ Supervise field engineers and technicians for on-site interventions.
∙ Ensure proper scheduling, resource allocation, and safety compliance.
∙ Track field performance metrics and customer feedback.
6. Project Management
∙ Lead or support Vodafone business technical projects.
∙ Define project scope, timelines, and deliverables.
∙ Monitor progress, manage risks, and report to stakeholders.

7. Managed Services
∙ Assure the operational management of the Managed Services different teams and partners, both for local and global services, in close cooperation with the product management team and Pre Sales.
8. Leadership & Team Management
∙ Team Management: Coordinate area activities in line with plans and resources (human, technological, financial), ensuring budget compliance and quality delivery of Vodafone business Technology services.

Who you are

Core competencies, knowledge and experience:
∙ Strong technical expertise in telecommunications, IT infrastructure, and corporate network architecture (IP, SIP, WLAN, VLAN, ISDN, CPE, Unified Communications).
∙ Proven leadership, team management, and stakeholder influencing skills, with the ability to align technology with business strategies.
∙ Excellent analytical, negotiation, and problem-solving capabilities.
∙ Strategic commercial mindset with extensive experience managing budgets, delivery activities, and people across complex environments (local and cluster-level).
∙ Sound knowledge of Vodafone’s enterprise solutions, fixed and mobile products, cloud & security portfolio, and managed services.
∙ Deep understanding of the telecom and IT landscape in Albania, enterprise customer needs, and competitor ecosystem.

∙ Familiarity with Vodafone’s operational KPIs, sales structure, customer experience levers, and internal processes.

Must have technical / professional qualifications:
∙ Bachelor’s degree in Telecommunications, Computer Science, Engineering, or related field
∙ 10+ years of experience in technical or product functions
∙ Proven experience in managing teams and complex technical environments
∙ In depth experience of influencing and shaping business strategy
∙ Mobile and fixed Telecoms background
∙ Experience of managing large-scale business planning and delivery activities
∙ Experience of managing Enterprise customers
∙ SW Engineering and IT Engineering background will be considered as a plus

What's in it for you

Your journey with us is not just a job; it's a pathway to personal and professional development. We provide endless opportunities for learning, skill enhancement, and career advancement, ensuring that you're always empowered to reach your fullest potential.

Our culture is our pride. We foster an environment where every voice is heard, ideas are valued, and teamwork is celebrated. Together, we create a supportive and inclusive atmosphere that fuels collective growth and achievement.

We take pride as well in our Comprehensive Benefits Package, where you will be able to find:

• All Necessary Devices: From laptops to mobile devices, we equip you with the tools you need to excel in your role, whether you're in the office or on the go.
• Health & Life Insurance: Your well-being matters to us. We offer comprehensive health and life insurance coverage to safeguard you and your loved ones.
• Additional Compensation Based on Performance: We recognize and reward your hard work and dedication through performance-based compensation, ensuring that your contributions are duly acknowledged and valued.
• Private Pension: Plan for your future with confidence. Our private pension scheme helps you build a secure financial foundation for the years ahead.
• And More: Beyond the essentials, we offer a diverse range of additional benefits that enhance your work-life balance, support your personal growth, and enrich your overall experience with us.
  
  Discover the full spectrum of benefits and perks that await you at Vodafone Albania by joining our dynamic team. Your journey to success starts here!

Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognize and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

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.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.