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Manager_ Lead_ Service Management Specialist_BLR

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  India
Date Posted:  24 Apr 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.

Role Purpose

Responsible for delivering the best possible service experience for Standard Service Wrap (none service managed) customers. Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone’s contractual commitments. 

Role Description

  • Drive customer satisfaction whilst delivering the best possible service experience across Vodafone.
  • Provide activity/reactive Service Management 
  • Support customers by directing them towards Vodafone’s support model and any associated systems/processes.
  • Own and maintain Service Inventories & any customer information used across the business.
  • Provide support to the wider service community as and when required to meet customers deadlines
  • Run & Manage Service Reviews with customers.
  • Run & Manager Service Improvement plans supporting the Global Service Manager 
  • Oversee continuous Service Improvement process
  • Responsible for the production and updating of meeting minutes
  • Assist with Escalation process only when service issues fall outside of BAU processes and procedures.
  • Automotive/Telematics/Insurance Knowledge.
  • OEMs & aftermarket knowledge.
  • SVT, SVR, Emergency services handling.

Desired Profile

  • 5 + years of experience in a Service Management role (Customer facing role)
  • Understanding of Telecommunications and Terminology
  • Should have worked with Senior stakeholders
  • Fixed, Mobility, IoT or Equivalent product/domain knowledge. 

Qualification

Essential

BE/B-Tech, ITIL Foundation, Telecom Background & Product Knowledge 

Desired

Automotive/Telematics experience 

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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