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Service Management Specialist _VOIS

Aggregate function:  Shared Services
Business Area:  Technology _VOIS
Posting Country:  Egypt
Date Posted:  17 Apr 2024
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:

The Service Management Specialist is responsible for managing supplier performance, relationship, contracts and financials and lead performance improvement initiative across IoT and VBPS. Service Management Specialist engage with key projects and suppliers to support with supplier onboarding and assure business requirements are delivered by the supplier. Service Management Lead assures proper onboarding to facilitate managing supplier performance in life. This includes governance, reporting, KPI’s and working closely with legal team on the contract.
The Service Manager Lead also acts as the single point of contact for escalation between supplier and internal IoT internal teams. Service Management lead identifies performance and process improvement opportunities and potential savings during supplier’s contract reviews or negotiations and services reviews.

Key accountabilities and decision ownership :


Supplier Relationship:
•    Conduct monthly governance meetings with suppliers
•    Escalation management related to suppliers and performance
•    Act as conduit for communication between internal teams and suppliers
 Performance Management:
•    Performance reporting review to assure supplier service performance
•    Issue identification and reporting driving supplier performance through remediation back to expected performance levels
•    Identify and adapt as necessary KPIs for Services mapped against Service and Service Levels
Contract Management:
•    Working closely with VPC and Internal Teams to assure the contracts meets business requirements and / or contract changes
Financial Management
•    Assure Supplier POs are raised
•    Ensure commercial cover provided before service commences
•    Review work orders against scope of services and pricing
•    Identification of saving opportunities and efficiencies

Core competencies, knowledge and experience :

. Background
Strong background in the Telecoms industry for large Enterprise business; IT and Customer Operations experience would be an advantage.
Supplier Relationship:
• Negotiation skills
• Ability to build and maintain relationship with internal and external suppliers
•Ability to manage and report on escalations to appropriate stakeholders
• Great communication skills with internal and external stakeholders
 
Performance Management:
• Analytical skills to identify trends and poor performance
• Possess strong questioning skills
• Background on identification of KPIs related to the service performance provided by supplier
• Ability to review KPIs and identify changes required
• Identification of challenges, risks and issues including proposing mitigation or remediation options
 
Contract Management:
•  Contract / Documentation content review and ability to map against business requirements
 
Additional Skills:
• Experience of process mapping and associated documentation
• Able to identify improvement opportunities and drive within team
• Preferred to have experience of purchasing processes and methods

Key performance indicators :

•    Timely Reporting: Service Manager Reports, Dashboard performance reports (for suppliers during development & In-life)
•    Quality delivery of Supplier onboarding with each project including implementation of improvements / enhancements to support wider team.
•    Risk Management: Identify and manage risks impacting service in life

#_VOIS #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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