Service Delivery Manager
What you’ll do
Role title: Service Delivery Manager
Role purpose:
As Service Delivery Manager, the goal is to drive customer satisfaction and loyalty by strategically steering the fulfilment, order management and provisioning teams in India and foster a customer-centric culture within the organization for all supported local markets. This role will guide the business in improving service targeting faster go to market and order to cash processes to accelerate revenue growth strategic objective of Vodafone Business, reducing risks of delivery on Customer promise and onboarding thereby contributing directly to Vodafone's success and reputation in the telecom industry.
This role will also be accountable to
1.Leverage the technical expertise in new-age and legacy telecom products.
2.Simplification of the service through Business process transformation enablers and operational tactics and consolidation
3.Influence business decision-making across multiple organizational levels, aligning the company's strategic initiatives with partners’ needs.
4.Promote learning and development programs that continuously improve skills, benefiting our colleagues and business growth.
Who you are
Key accountabilities and decision ownership
•Management of the delivery teams to ensure compliance to meet performance targets (KPIs) and ensuring service levels (SLAs) are achieved for all the services.
•Spotting leadership talents from within the teams, Selection, and development of the middle management.
•Conduct performance reviews in accordance with the company policy.
•Develop and improve the existing processes, procedures, work instructions, human capability and tools using agreed methodologies and frameworks to achieve greater efficiency and effectiveness.
•Review of all necessary reporting to ensure the teams meet operational, Performance Measurements
•Point of escalation for all partners.
•Drive Partner engagement (PSAT) to make _VOIS the partner of choice for Group and Local Markets.
•Identify opportunities to bring growth within B_VOIS improving penetration in Local Markets..
•Drive digitization and automation using Agile practices to derive efficiency while up-skilling team members to make them future ready.
•Set up Performance Management framework through breakthrough objectives and competitive KPIs.
•Contribute to Org’s Value targets
•Manage critical partner escalations.
•Handle budgeting and forecasting.
Core competencies, knowledge, and experience [max 5]:
•14+ years of experience in Customer Success roles while supporting complex products and ensuring that Teams meet contractual obligations while catering across service Lifecyle of various enterprise - IOT, Mobile and Fixed-line Products.
•Excellent Mobile and Fixed-line Product Knowledge with highly developed knowledge in ITIL.
•Strong leadership background with proven 10 years of experience in leading and managing large teams through different levels.
•Strong Business Acumen with proven min 10 years of experience in stakeholder management.
•Extensive Experience in Digital Transformation through process transformation and deploying different techniques for automation for different processes related to Vodafone Business Customers.
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
Together we can