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Service Relationship Lead

  • Location

    Brackley

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    WRT-2021-05-18-F3AFE43D5CF4

  • Published:

    1 day ago

  • Expiry date:

    2022-11-27

  • Client:

    Vodafone

Job Description

The team are accountable to clients for the operational areas of Vodafone including mobile, fixed, connectivity, cloud, security & IoT. They own and report on Service Level Management, create Service Development Plans (SDPs) and Service Improvement Plans (SIPs), whilst drive improvements in care through the use of SAM and CER processes which are key to increasing overall customer satisfaction (NPS). Ultimately the Service Relationship Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand. Service Relationship Leads' role will be to lead and manage a team of Service Relationship Management 'experts', ensuring their colleagues are supported, developed and are able to make the most of their careers at Vodafone. This role is a direct line management role. They will also be aligned to a Sales Channel and be accountable for the end-to-end service experience for their customer portfolio/sector and for developing in-sector knowledge. Responisble for holding senior level stakeholder relationships within our customers, being the point of contact for any escalations and assisting the sales team in finding new business opporutnities within set accounts if possible. Part of the service management leadership team and asssiting with the function strategy.

Candidate Description

People management experience Telco or technology industry experience Service / Customer relationships experience ITIL understanding

Employer Description

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., An excellent remuneration package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.