VodafoneThree - Service Manager

Location: North England (25% Travel) + Location Independent Worker
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



Location Independent Worker

As a Location Independent Worker, for operational reasons you may be required to perform your duties, either temporarily or permanently, from any of our offices or customer sites within a reasonable geographic area of your home address. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
 

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
 

What you’ll do

The Service Relationship Management team, part of the Vodafone Business UK function, own the service relationship within nominated customer accounts.

The team:

• Are accountable to customers for the operational in-life service performance of Vodafone products, including mobile, fixed, IoT and cloud & hosting services
• Own and report on Service Level Management
• Create Service Development Plans (SDPs) and Service Improvement Plans (SIPs)
• Driving improvements in Care through the use of Service Improvement Plans and appropriate escalation management
• Represent customers’ requirements and interests in Vodafone
• Are key to increasing overall customer satisfaction (rNPS)

Ultimately the Service Relationship Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand.

Service Managers are aligned to key named Enterprise customers and are accountable for the end-to-end service experience for those customers.

• Maintain existing Customer revenue and mitigate any churn events.
• Accountable for developing and maintaining an industry leading end-to-end service experience for aligned customer(s).
• Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc.
• Driving the performance of operational teams to support in-life service delivery to customers.
• Owns the relationship with key customer stakeholders for in-life service.
• Maintain close engagement with associated sales and support teams.
• Drive continuous service improvement and service development, increasing customer satisfaction and Relationship Net Promotor Scores (rNPS).
• Maintain contractual governance, risk and commercial awareness.
• Management of aligned third party suppliers as appropriate.

Who You Are

Business Expertise:
Strong understanding of customer strategy and market context, with the ability to align Vodafone’s products and services to customer needs. Confident in representing Vodafone’s brand and capabilities to senior stakeholders. Skilled in risk management and navigating internal collaboration to deliver complex solutions.

Leadership:
Able to deputise for the Principal Service Manager and lead customer meetings. Proactively engages stakeholders and drives service performance through data analysis. Manages escalations effectively and promotes a culture of continual service improvement. Actively contributes to wider Vodafone initiatives.

Communication:
Builds strong relationships across internal teams and senior customer contacts. Uses influencing and negotiation skills to resolve issues and improve service. Communicates clearly and shares best practices to enhance collaboration and performance.

Must have technical/professional qualifications:

• ITIL Foundation Certification
• Desirable: ITIL Service Lifecycle qualifications

Key Deliverables

• Service-related deliverables as specified in aligned customer contracts
• Risk Management - Identifies and manages the exposure to risk that may have an impact on the achievement business objectives for Vodafone or the client
• Development and use of service management tooling
• Service Management documentation, including Service Development Plan, Risk Register etc.

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
 

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
 

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