Infrastructure Service Owner (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.
#VOIS #BeUnrivalled #CreateTheFuture
About this Role
We are seeking a seasoned Technical Lead to oversee the Microsoft Infrastructure team and service portfolio, ensuring high availability and performance across Vodafone Group applications. This role is pivotal in managing second-line support for infrastructure services hosted in Germany, serving over 300,000 users across 28+ countries. The individual will lead cross-functional collaboration, drive service improvement initiatives, and ensure compliance with ITIL best practices. The role also involves strategic planning, budget management, and customer engagement at both professional and management levels.
What you’ll do
- Lead and develop infrastructure engineers and service owners, fostering a culture of excellence and continuous improvement.
- Manage day-to-day technical operations, ensuring service availability and performance targets are met.
- Handle escalations, drive service improvement plans, and ensure high-quality incident and request resolution within SLA.
- Oversee backend server health, configuration management, and deployment lifecycle across environments.
- Ensure compliance with ITIL processes, conduct operational health checks, and manage crisis situations effectively.
- Maintain strong customer relationships, track feedback, and deliver professional communication to stakeholders.
- Plan and implement new service operations, manage budgets, and support feasibility and ramp-up phases of projects.
- Provide technical leadership in cloud services, infrastructure components, and IT security requirements.
Who you are
- A strategic thinker with over 10 years of experience in IT support, including 5+ years in team leadership.
- Expert in Microsoft systems and cloud technologies (e.g., Entra ID, O365, Active Directory, DHCP, DNS, Windows Servers).
- Skilled in configuration management, automated deployment, and IT security compliance.
- Strong interpersonal, leadership, and organisational skills with a proven ability to influence and deliver through people.
- Willing to work according to the German calendar and participate in on-call schedules and international travel if required.
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 lead a high-impact team supporting global infrastructure services.
- Exposure to cutting-edge cloud technologies and strategic IT operations.
- Direct influence on Vodafone Group’s customer experience and operational excellence.
- Collaborative work environment with cross-functional and international teams.
- Professional development through leadership, strategic planning, and technical innovation.
What skills you will learn
- Advanced IT service management and delivery aligned with ITIL standards.
- Strategic leadership and people management in a global tech environment.
- Crisis management and customer service excellence.
- Technical expertise in cloud infrastructure and security compliance.
- Budget planning and operational forecasting for large-scale IT services.
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
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.
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