|Job Title:||Service Manager|
|Job Published:||March 02, 2021 11:54|
Accountable for all aspects of the end to end service relationship, working with colleagues ensuring cross functional alignment / customer focus and developing a strong and trusting working relationship with the customer Ensure reporting of SLAs, KPIs and creation and delivery of issue reports as per cadence set out in contract. Where KPIs are missed, work closely with networks/IT teams to understand issue to enable reporting and explanation to customer and to help ensure issue is being addressed internally to avoid future repeats Support incident resolution working closely with Tech Ops incident teams, ensuring customer is being kept appraised of situation. Monitor effectiveness of incident management process and identify/suggest improvements where needed Complete post incident reviews with problem management team and prepare Post Incident Review report for discussion with customer Own remediation / improvement activities identified when incidents occur
Service Management experience within a telco is a pre-requisite Data literate - able to understand / interpret different data sources and articulate data Can balance multiple work streams, work to extremely tight deadlines and remain cool under pressure Attention to detail Competent in presenting results to senior stakeholders and understanding service KPI reporting. Technical understanding of mobile networks would be advantageous Knowledge and understanding of Ofcom, GDPR and PCI compliance standards and regulations would be advantageous Previous experience of using billing systems helpful
Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.
We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.
Join our journey as we connect for a better future. Ready?, Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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