Manager_Margin Analyst_Fixed line ,Order to Cash, Margin Analysis, Advanced Excel, Revenue_Pune

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  India
Date Posted:  13 Feb 2024
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.


The Senior Service Management Delivery Team Leader supervises others� volume and quality of work across the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. Creates a commercially viable business case, overseeing the transition of business cycle phases into BAU and ensuring the service is delivered as per agreed SLAs and KPIs through regular reporting and formal updates. The Service Management Delivery Specialist has a supervisory responsibility for a team who deliver continuous improvement of the customer service, managed via service improvement and service development plans. And they focus on managing the customer relationship to ensure they receive the contracted service to the standard required throughout the contract term. Typically reports to the Service Management Delivery Manager.

Job Responsibility

* Guides team in performing tasks related to the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer);

* Provides operational support with supervisory responsibility for a team that deliver continuous improvement of the customer service, managed via Service Improvement plans;

* Supports team in service reporting, trending and presentation at service reviews by delivering administrative activities;

* Ensures client service experience is forefront of activities;

* Facilitates and coordinates assigned tasks ensuring Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews;

* Facilitates and coordinates assigned tasks related to the identification of the business growth opportunities and creation of opportunities pipeline;

* Supports with the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle;

* Receives and manages service escalations and manages the customer improvement plans to ensure customer satisfaction;

* Effectively interacts with colleagues in generating, updating and managing account plans and account development plans;

* Maintains the relationships with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer;

* Demonstrates a good understanding of service management and delivery procedures and concepts through extensive experience;

* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.


Dynamic Prioritisation and Multi Tasking
Customer Journey Knowledge
Coaching and Mentoring
Building Rapport
Continuous Improvement
Digital Enablement
External trends and insights
Project and Programme Management
Relationship and Stakeholder Management
People Development
Data Analytics and Insights
Strategy Execution
Change and Adaptability
Expert Advice
Contract Management
Service and Delivery Management

Not a perfect fit?

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.

Our 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.