VodafoneThree - Service Relationship Lead

Location: Location Independent Worker 
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Mon to Fri

*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 Vodafone’s UK 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 own the service relationship within nominated customer accounts. 

The Service Relationship Leads’ role is to lead and manage a team of Service Managers who interface with customers to provide service level management of VodafoneThree provided services and products. 

You will be accountable for ensuring your team are supported in their role, developed and are able to make the most of their careers at VodafoneThree.

As part of this role, you will also be aligned to a Sales Channel and be accountable for the end-to-end service experience for your customer channel either directly or by delivering through your team, and for developing your customer portfolio knowledge. 

Who you are  

Business Expertise

• Customer intimacy – ability to build customer relationships, understand their business, strategy, market environment, objectives, ambition and challenges. 
• Sound understanding of industry standard professional disciplines specifically, ITIL Service Management principles and risk identification and management. 
• Commercial awareness and industry knowledge in order to contribute to the commercial objectives of the function  

Leadership 

• Direct Line management and matrix management of teams.  
• Ability to own and manage escalations through to resolution. 
• Able to work effectively and calmly under high pressure escalation situations, representing Vodafone in a professional and credible manner. 
• Ability to make judgements based on analysis of factual and qualitative information in complicated or new situations. 
• Resource management - recruitment, forecasting, utilisation reporting and strong people performance management. 
• Capable of driving the resolution of service performance issues impacting the function  through the appropriate processes. 
• Able to proactively engage senior stakeholders both internally and externally to Vodafone. 
• Capable of creating and leading virtual teams at a senior level to resolve customer issues and drive service improvement. 
  Able to identify and manage the exposure to risk, positive or negative, which may have an impact on the achievement of business objectives. 
   

Communication 

• Proficient in influencing and negotiating with senior stakeholders to a desired outcome. 
• Strong communication skills to guide, influence and convince others (including customers, partners and third parties). Excellent external communication is required. 
• Builds positive relationships at a senior level, including operating at a Cxx level within customer environment. 
• Tailors communication styles to appropriate audiences. 

Must have technical/professional qualifications: 

• ITIL Foundation Certification, ITIL Expert desirable. 
• Ability to present professionally and credibly to internal stakeholders and customers. 
• Analytical and critical thinking. 
• Experience of Service Management tools, processes and documentation, e.g. Service Development Plans/Continuous Service Improvement/Service Improvement Plans/Risk & Issue Logs 

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.

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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