Hello there! We’re Vodafone Intelligent Solutions (also known as _VOIS) and we’re looking for a 

Global Service Manager

Your role in a nutshell:

To manage and lead the customer service relationship for the strategic (or a number of multi-national) customer accounts in order to increase overall customer satisfaction and loyalty.
To act as the customer’s advisor and represent their interests in Vodafone – managing service and process improvement projects regarding all contracted services.
To provide governance across all areas of Vodafone’s services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

What you'll do:

• Is the central and key contact point for the customer owning the end-to-end service relationship during the Delivery and Service lifecycles.
• Manages customer relationship on senior, C-level management level.
• Understands strategic decisions and able to drive the daily activities accordingly.
• Owns governance and supervises employees involved in the delivery process, especially in all operating units within Vodafone Global Enterprise (VGE) and also on the Vodafone Operating Company (OpCo) side providing services and products to customers locally.
• Manages the complexity of the Vodafone organizations towards the customer - representing the global view.
• Proactively recognizes the clients’ needs and drives recommendations for solutions which bring benefit to the customer.
• Initiates and leads regular service reviewmeetings, governs the project calls.
• Identifies the need and manages cross-functional, even regional level service improvement projects on the company's products, services and procedures that contribute to customers’ satisfaction.
• Manages virtual cross-functional, even cross-cultural project teams to fulfil the project deliverables within the defined timelines.
• Drives the project and supervise colleagues’ work according to the defined project goals, developes and maintaines project materials.
• Communicates risks/problems towards Customers in a timely manner.
• Works closely with the Global Service Manager to develop - when needed - a global service approach as well.
• Manages processes aligned with ITIL including Service Level Management, Change Management and Continuous Service Improvement, where contractually committed.
• Collaborates with upper management delivering input to client account planning in order to achieve and manage growth targets.
• Ensure Vodafone interest towards the Customer and represent Customer interests within VF
• Responsible for managing and influencing stakeholders by recognizing their needs beyond SLA requirements and delivering an excellent customer experience.

What you'll bring to our team:

• experience in project management and IT services operation
• experience of orchestrating a multi-partner environment
• experience in managing customer expectations and driving Service Improvement Projects
• experience in KPI reporting
• the capability for C-level engagement of stakeholders internally and on the Customer side as well
• fluency in English, German language knowledge is an advantage
• driving license (in case supporting clients in Hungary) is desired
• ITIL v3 Foundation
• project management skills (eg.Prince2 methodology)
• customer focus and solution orientation
• strong negotiation and assertive communication skills
• strong problem-solving and leadership skills
• dynamic, proactive, self-starter personality
• self-motivated, independent worker, self-responsible and individual contributor

In return we provide you with:

• A dynamic environment where innovative ideas are always welcome.
• A collaborative community where your professional goals and work are supported by a diverse team.
• Access to internal trainings through Vodafone University and external trainings via other providers
• A supportive internal coaching and mentoring culture
• Opportunities to participate in company activities and Vodafone Foundation events.
• Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU)
• Cafeteria package
• Private Medical Services
• Employee Assistance Program to support your wellbeing and mental health.
• Life and accident insurance
• You can work remotely overseas for 20 days a year.
• 16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption.
• You and your family members can enjoy several discounts from our partners.
• You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week.

What you need to know about us

We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural, and inclusive team, that embraces female employees, then _VOIS is the place for you.

#movewithus #_VOIS #VOISHU #LI-Hybrid