Business Relationship Lead - VOIS
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.
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About this Role
We are seeking a Technology Business Relationship Partner to act as the primary point of contact between Technology VOIS and internal business customers. This role is responsible for building strategic stakeholder relationships, understanding customer strategies and business challenges, identifying growth opportunities, and ensuring Technology VOIS services deliver measurable business value.
The role spans the full service lifecycle, including opportunity identification, business case development, service transition, operational governance, financial accountability, customer satisfaction management, and continuous service improvement. The successful candidate will work closely with senior stakeholders, including CIO-level contacts, to align technology services with business objectives and drive long-term strategic partnerships.
What you’ll do
Build and maintain strong strategic relationships with senior stakeholders across Technology VOIS and internal customer organisations.
Act as the single point of contact for customer enquiries, issues, and escalations.
Understand customer technology strategies, business priorities, challenges, and growth opportunities.
Represent customer needs in service design, service portfolios, and service offerings.
Develop strategic account plans and account development plans.
Identify and manage a pipeline of commercially viable business opportunities.
Lead demand management, change management, and governance processes.
Own the end-to-end preparation, management, and sign-off of business cases for services.
Oversee service transitions and act as an escalation point during transition and business-as-usual operations.
Monitor service performance against agreed SLAs and KPIs and drive service improvement initiatives.
Act as the voice of the customer by reporting, managing, and escalating service quality issues where required.
Initiate and manage change requests through internal governance processes.
Ensure effective financial governance, including budgeting, charging, forecasting, and recharge accuracy.
Support business transformation and cost optimisation initiatives across Technology VOIS.
Manage customer improvement plans and service recovery actions to enhance customer satisfaction.
Own governance activities, including monthly operational reviews, service reporting, financial reporting, and customer meetings.
Prepare and lead monthly governance meetings focused on service performance, strategic initiatives, opportunity pipelines, and financial updates.
Prepare and facilitate quarterly steering committee meetings with Technology VOIS leadership and customer executives.
Drive customer satisfaction outcomes and contribute to annual customer survey results.
Generate, maintain, and continuously improve customer account plans and strategic engagement frameworks.
Who you are
Demonstrated strategic thinking and business planning capabilities.
Experience in IT strategic relationship management and stakeholder engagement.
Strong background in account management, business development, or technology consultancy.
Knowledge of IT service management principles and practices.
Experience managing financial governance, budgeting, and commercial performance.
Broad and strong understanding of technology and IT service environments.
Experience in technology account management or consulting roles.
Knowledge of ITIL frameworks and service management disciplines.
Strong organisational skills with rigorous follow-through and reliable execution of actions.
Excellent communication, influencing, and relationship-building skills.
Ability to manage multiple stakeholders and priorities in a dynamic environment.
Experience supporting governance forums, service reviews, and executive-level reporting.
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
Opportunity to work directly with senior business and technology leaders across multiple markets and group functions.
Exposure to strategic decision-making, transformation programmes, and technology service innovation.
Ownership of customer portfolios and the ability to influence long-term business outcomes.
A collaborative environment focused on continuous improvement and customer success.
Cross-functional engagement across technology, finance, operations, and commercial teams.
Opportunity to contribute to large-scale business transformation and cost optimisation initiatives.
What skills you will learn
Advanced stakeholder and executive relationship management.
Strategic account planning and opportunity management.
Commercial business case development and financial governance.
Demand management and change governance processes.
Service transition and operational governance leadership.
Customer experience and service performance management.
Executive reporting and steering committee facilitation.
Technology service portfolio management and continuous improvement practices.
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, 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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