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Team Leader, Service Management

Aggregate function:  Shared Services
Business Area:  Technology _VOIS
Posting Country:  Romania
Date Posted:  25 Mar 2026
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.

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a Team Leader for Service Management to guide and develop a high‑performing team responsible for delivering high‑quality IT services across complex, business‑critical environments. The role focuses on service governance, vendor performance, SLA alignment, operational excellence, and continuous improvement. The individual will also oversee service processes, audit compliance and collaborate closely with partners, stakeholders, and internal functions.

What you will do

  • Lead, support and develop a team of service management specialists, ensuring consistent capability growth and alignment with organisational expectations.
  • Oversee one or more IT service clusters, ensuring operational continuity and service quality within complex technology environments.
  • Conduct SLA negotiations and annual reviews with internal and external partners to support business needs.
  • Ensure KPI/SLA achievement through quality assurance initiatives and optimisation measures.
  • Coordinate task forces and manage escalations, ensuring efficient and customer‑focused resolution.
  • Drive service improvement initiatives and support operational and transformational activities.
  • Facilitate training for internal and external partners on processes and emerging IT topics.
  • Collaborate on strategic platform‑related projects, ensuring service management alignment with organisational goals.
  • Guarantee audit compliance, including readiness for ISO 9001 and related frameworks.
  • Contribute to the strategic development of service processes, frameworks, and tools.
  • Support senior account management with KPI implementation, service model updates, documentation and service catalogue administration.

Who you are

  • Fluent in English, with additional languages such as German considered beneficial.
  • Experienced in service delivery management within complex environments.
  • Skilled in stakeholder engagement, communication and intercultural collaboration.
  • Adept in tactical planning, operational performance analysis and process improvement.
  • Knowledgeable in IT service management frameworks (e.g., ITIL), enterprise processes and multi‑vendor environments.
  • Able to analyse complex technical issues and present information clearly to diverse audiences.
  • Proficient with Microsoft Office and committed to collaborative working.
  • Holding an IT‑related or business degree, plus ITIL Foundation or equivalent practical experience.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

- Hybrid way of working: 2 days per week/ 8 per month
- Medical and dental services
- Life and hospitalization insurance
- Dedicated employee phone subscription
- Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
- Special discounts for gyms and retailers
- Annual Company Bonus
- Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills 
- You get to work with tried and trusted web-technology
- We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
- Special Paternal Program - 4 months of paid paternity leave

 

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, 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. 


Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.  
#_VOIS

What skills you will learn

  • Advanced service governance, operational management and vendor performance optimisation.
  • Strategic process design, audit readiness and compliance management.
  • Cross‑functional communication, negotiation and stakeholder influence.
  • Leadership, people development and coaching within a global organisation.
  • End‑to‑end understanding of service lifecycle management and ITIL‑aligned processes.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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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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