Service Manager
Location: London or Newbury
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 37.5 Monday to Friday
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be part of Vodafone Business UK, 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 clients for the operational areas of Vodafone including mobile, ‘fixed’, IoT and VCS
- 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 SAM and CER processes
- Represent customers’ requirements and interests in Vodafone
- Are key to increasing overall customer satisfaction (NPS)
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.
Key accountabilities:
- 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 customer
- Owns the relationship with key customer stakeholders for in-life service
- Maintain close engagement with associated sales teams
- Drive continuous service improvement and service development , Increasing customer satisfaction and Net Promotor Scores (NPS)
- Maintain contractual governance and commercial awareness
- Management of aligned third party suppliers as appropriate
Who you are
Business Expertise
- Customer intimacy: understands the customer’s business, strategy and market environment
- Ability to confidently discuss Vodafone products and services that support customers’ existing and future requirements with key senior customer stakeholders
- Champions Vodafone as a brand with customers and can talk knowledgably about the organization
- Risk identification and management
- Understands how Vodafone teams work together to deliver complex solutions
Leadership
- Capable of deputising for Principal Service Manager
- Ability to lead and drive internal/external customer meetings
- Proactively engages stakeholders internally and externally to Vodafone
- Ability to carry out trend analysis of key data metrics to identify and address service performance issues
- Capable of managing escalation both internally and externally where service has not met expectations
- Embraces a Continual Service Improvement culture
- Proactively participates in wider Service Management or Vodafone activities and programmes
Communication
- Ability to build positive relationships internally and externally to senior management level
- Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues
- Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice
Must have technical/professional qualifications:
- ITIL Foundation Certification, ITIL Service Lifecycle qualifications desirable
- Desirable: PRINCE2, Lean, Six Sigma, APM
Worried that you don’t meet all the desired criteria exactly? At Vodafone 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 believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK 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-vodafone/) for guidance.
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