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Lead-Customer Success Management

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  India
Date Posted:  28 Oct 2024
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.

What you’ll do

The Service Management Delivery Manager provides expert knowledge to deliver activities across the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. Creates a commercially viable business case, overseeing the transition of business cycle phases into BAU and ensuring the service is delivered as per agreed SLAs and KPIs through regular reporting and formal updates. The Service Management Delivery Manager focusses upon the supervision of a team, who deliver continuous improvement of the customer service, managed via service improvement and service development plans. And they focus on managing the customer relationship to ensure they receive the contracted service to the standard required throughout the contract term. Typically reports to the Senior Service Management Delivery Manager.

Who you are

* Assists, advises and executes processes and activities for the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer);

* Drives and maintains the identification of the business growth opportunities and creation of opportunities pipeline;

* Has full people supervisory responsibility for a team of service management / delivery professionals and contributes to team delivering continuous improvement of the customer service, managed via Service Improvement plans;

* Builds strong relations and works closely with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer;

* Manages the process of service reporting, trending and presentation at service reviews;

* Uses best practice knowledge to manage the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle;

* Understands the needs and supports the service management and delivery procedures and concepts through extensive experience;

* Receives and manages service escalations and manages the customer improvement plans to ensure customer satisfaction;

* Ensures client service experience is forefront of activities;

* Ensures Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews.

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.

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

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 recognise 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, colour, 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.

Together we can.

Our 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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