Manager_Service Manager_Demand Authority

We are seeking an experienced professional to support the implementation, enhancement, and operational governance of HR ticketing and case management solutions while driving service transformation initiatives across HR, Technology, Operations, and Business functions. This role is ideal for individuals with expertise in service management, HR shared services, process improvement, and stakeholder engagement who can successfully coordinate cross-functional teams and deliver employee experience improvements through technology-enabled transformation programmes.

Service Transformation & Implementation

• Support end-to-end implementation and roll-out of HR ticketing and case management platforms, with exposure to SAP ESM preferred.
• Coordinate activities across HR, Technology, vendors, and business stakeholders to ensure successful delivery of transformation initiatives.
• Define and document business requirements, user stories, process flows, and service catalogues.
• Track project milestones, risks, dependencies, issues, and mitigation plans.
• Ensure platform capabilities align with business objectives and employee experience goals.

Process Design & Improvement

• Analyse existing HR processes to identify opportunities for simplification, standardisation, and automation.
• Drive continuous improvement initiatives using workflow and ticketing capabilities.
• Support implementation of self-service, knowledge management, and case management solutions.
• Develop and maintain process documentation, governance frameworks, and operating procedures.

Stakeholder Management

• Collaborate with HR Operations, Service Owners, Technology teams, and external partners.
• Facilitate workshops, requirements-gathering sessions, and solution review meetings.
• Manage stakeholder expectations and ensure alignment with programme objectives and deliverables.
• Provide regular status updates, insights, and reporting to leadership teams.

Adoption & Change Management

• Support communication, training, and change management initiatives associated with new tools and enhancements.
• Monitor user adoption metrics and recommend improvement opportunities.
• Promote service excellence and employee experience improvements across the organisation.

Reporting & Governance

• Establish and monitor implementation deliverables and success measures.
• Prepare governance documentation and executive-level updates.
• Ensure compliance with organisational controls, policies, and data privacy requirements.

• Bachelor's degree in Human Resources, Business Administration, Information Systems, Engineering, or a related discipline.
• 7-10 years of experience in Service Transformation, HR Operations, Shared Services, PMO, Process Improvement, or Service Management environments.
• Practical experience supporting the implementation or enhancement of ticketing and case management platforms.
• Strong understanding of service management principles, workflow design, SLA management, and governance structures.
• Experience gathering requirements, conducting business analysis, and mapping processes.
• Exposure to organisational change management and adoption activities.
• Strong organisational, planning, and coordination capabilities.
• Excellent communication, facilitation, stakeholder management, and presentation skills.
• Demonstrated ability to influence outcomes through collaboration and relationship management.
• Customer-focused mindset with a passion for improving employee experiences.
• Ability to manage multiple priorities in a dynamic and fast-paced environment.

• Mandatory Skills

  • HR Ticketing Platform Architecture & Implementation (SAP ESM preferred)
  • HR Shared Services / GCC Setup & Transformation
  • Coordination and Delivery Management
  • Stakeholder Management
  • Process Mapping and Business Analysis
  • Service Delivery and SLA Management

  Secondary Skills

  • HR Shared Services Operations
  • Change Management and Communications
  • Data Analysis and Reporting
  • Continuous Improvement and Process Optimisation

  Good to Have

  • SAP SuccessFactors exposure
  • ServiceNow HRSD or equivalent platforms
  • Knowledge Management implementation experience
  • Agile or PRINCE2 methodologies

• Opportunity to contribute to large-scale HR service transformation programmes.
• Exposure to enterprise-wide HR technology implementation and enhancement initiatives.
• Collaboration with global HR, Technology, Operations, and vendor teams.
• Opportunity to influence service delivery excellence and employee experience improvements.
• Involvement in strategic process automation, self-service, and knowledge management initiatives.
• Experience working within a complex shared services and transformation environment.

• Advanced HR service transformation and operating model design.
• Enterprise ticketing and case management platform implementation practices.
• HR service governance and SLA performance management.
• Change adoption, stakeholder engagement, and communication strategies.
• Business process optimisation and workflow automation techniques.
• Programme coordination and transformation delivery capabilities.
• Knowledge management and self-service solution deployment approaches.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

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