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Enterprise Operations Team Leader_VOIS

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  Egypt
Date Posted:  4 Jun 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

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:

  • To manage and deliver world-class services to Vodafone business customers by leading a team of service desk advisors, ensuring high-quality deliverables within SLA, and contributing to service desk processes such as change management, escalation handling, and continuous improvement.

  • The role manages the end-to-end service and process ensuring timely availability, accurate configurations, and alignment with customer-specific requirements across products portfolios, teams and with various suppliers.

Key accountabilities and decision ownership

  1. Lead and coach the operations team through regular performance reviews and coaching sessions.
  2. Manage customer relationships, acting as the escalation point and ensuring service delivery standards.
  3. Support operational planning and implement departmental strategies.
  4. Collaborate with 3rd parties and internal stakeholders to ensure service continuity and process improvements.
  5. Coordinate internal and external teams to meet customer demand and project timelines.
  6. Lead capacity planning and volume forecasting to ensure service readiness and minimize delays.
     

Key performance indicators

  •  Adherence to monthly coaching and performance review cycles.
  • Team compliance with Vodafone policies and service quality standards.
  • Effective management of reward programs and implementation of service business goals.

Core competencies, knowledge and experience:

  • Strong leadership and team management skills.
  • Excellent communication, negotiation, and interpersonal skills.
  • Experience in customer operations and commercial environments.
  • Knowledge of ITIL-based service design and continuous improvement practices.
  • Proactive communication and problem-solving in a cross-functional environment.

Must have technical / professional qualifications:

  • Familiarity with ITIL methodology.
  • Experience in service desk operations and business continuity planning.
  • Understanding of SLA/OLA/IPD frameworks

#VOIS#WeMoveTheWorld#MoveWithUs

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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