Service Delivery Manager

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

The DLM Senior Service Delivery Manager role spans across Transformation, Operational Accountability, Service Delivery, Stakeholder Management and Leadership. The nature of Vodafone Enterprise customers means some travel is to be expected in this customer-facing role. Act as Service Owner for the DLM services provided by VOIS

• Transformation (Continual Service Improvement): The DLM Senior Service Delivery Manager is responsible for defining and implementing transformational improvements across the presales design, build and run areas of DLM product. She / he is responsible to develop and maintain a solid interlock with Product & Platform Engineering (PPE) teams to ensure DLM product features are built and released in a scalable way ready for timely delivery. Innovative Thinking: The ability to think innovatively with a continuous focus on efficiencies and improvements. This includes meeting customer requirements and providing best-in-breed solutions. Structured Problem Solving: Strong structured thinking and problem-solving skills are key to the role. The ability to self-organize and approach problems pragmatically is essential.
• Operational Accountability (Excellence):  Accountability and ownership for all operational processes and outcomes, ensuring the DLM services meet operational requirements, including necessary resources, systems, processes, and personnel. As the DLM Service owner, work closely with the _VOIS leadership team to ensure that the operational service are efficient and effective in delivering the required operational services to customer satisfaction. 
• Service Delivery and Customer Satisfaction (CX):  Accountable and Responsible for (i) the Customer Pre- Sales Design for all complex and bespoke solutions and driving governance compliance in markets, (ii) the delivery (transition) of new customers onto the DLM service, and (iii) the in-life customer lifecycle management process, ensuring customers are managed and supported, and driving customer CX. Accountable for successful Build of Customer Orders by driving strong focus on automation. Defining the best solution for the bespoke requirements in alignment with the _VOIS and PPE team. 
  The role will be responsible for working with Sales and directly with customers in order to deliver the best customer solution. This role is based in the UK but will deal with global opportunities and will support the customer decision makers as appropriate. 
• Stakeholder Management & Leadership:  Excellent stakeholder engagement skills are required to manage multiple stakeholders at senior levels across business, customer and engineering teams, with the ability to influence decision-making and manage relationships effectively. The roles is expected to lead on multiple layers, i.e. Line Management accountabilities, incl. personal development; Virtual Leader by leading different teams across local markets and function in a virtual set-up. 

Who you are

• Multiple year experience in technology solution introduction in a high intensity environment
• Strong experience leading multi-disciplinary teams, with a strong operational focus and understanding
• Change & Adaptability: Strong ability to manage complexity in a highly matrixed, changing global organisation (comfortable with ambiguity in a dynamic working environment)
• Leadership and coaching skills, especially in a matrix organisation
• Cross-Functional collaboration, team worker
• Goal setting and goal-directed
• Communication and managerial skills up to C-level
• Higher level education qualification (MBA, MsC, BSc) or equivalent (desirable)
• Knowledge of telecom technologies (desirable)
• Proven track record in leading, coaching & managing global enterprise teams (i.e. B2B) ideally within the ICT and/or Telecommunications industry sector
• Experience managing operational functions and driving efficiency and automation within these functionsExperience & understanding of managing near/far-shoring teams as well as enterprise Product Development (desirable)
• Experience in Managing large transformational projects (desirable)
• Programme, Project knowledgeExperience of working in an Agile environment

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Yearly bonus: 10%
• Annual leave: 28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year
• Charity days: 5 days/year
• Maternity leave:  52 weeks: the first 13 weeks are fully paid, followed by 26 weeks of half pay
• Private pension: You can contribute up to 5% of your basic pay with 2:1 matching from Vodafone up to 10%.
• Access to: private medical, private dental, free health assessments, share save scheme
• Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan    

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.