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SERVICE MANAGEMENT & LIFECYCLE LEAD - VOIS

Aggregate function:  Shared Services
Business Area:  Technology _VOIS
Posting Country:  India
Date Posted:  10 Jun 2026
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.

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a Service Management & Lifecycle Lead to take end-to-end responsibility for service operations and lifecycle governance within the eSIM platform in Digital Engineering, Channels & Products. This role focuses on ensuring service stability, performance, and continuous improvement while working closely with design, development, and operational teams across the SDLC. The individual will drive API integration activities, oversee service quality, manage incidents and stakeholders, and ensure alignment with ITIL and Agile practices in a fast-paced environment.

What you will do

 

  • Take full ownership of live production services, ensuring performance, stability, and lifecycle governance.
  • Define and manage SLAs, KPIs, escalation paths, and service processes in alignment with ITSM practices.
  • Lead incident and major incident management, including resolution, stakeholder communication, and root cause analysis.
  • Act as the single point of contact (SPOC) for service-related matters and escalations.
  • Design and govern service models, including support structures and non-functional requirements (availability, performance, resilience).
  • Drive continuous service improvement using insights from incidents, service performance data, and customer feedback.
  • Monitor customer experience across channels and implement improvements where required.
  • Ensure governance of production changes and adherence to service lifecycle and risk management practices.
  • Prepare and present service performance reports and dashboards to senior stakeholders.
  • Lead service reviews and engage with vendors and partners to ensure SLA compliance and service quality.
  • Collaborate with cross-functional teams across design, development, and operations to support service delivery.

Who you are

 

  • Experienced professional with 12+ years in service management, operations, or related domains.
  • Strong expertise in ITIL practices, including service lifecycle management, incident, problem, and change processes.
  • Proven ability to manage end-to-end service ownership, including SLA monitoring and governance.
  • Skilled in stakeholder engagement, collaboration, and conflict resolution across organisational levels.
  • Strong analytical and reporting capabilities, with hands-on experience in monitoring tools such as Dynatrace.
  • Experience in vendor and partner management, including performance tracking and compliance.
  • Solid understanding of Agile methodologies and non-functional requirements such as scalability and resilience.
  • Knowledge of API integrations, service architecture, and system dependencies.
  • Ability to assess technical solutions considering service quality, operational impact, and cost efficiency.
  • Proactive, detail-oriented, and collaborative, with a strong focus on continuous improvement and customer advocacy.

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

 

  • Opportunity to lead end-to-end service operations for a critical eSIM platform within a global telecom environment.
  • Exposure to cross-functional collaboration with international teams and stakeholders.
  • Involvement in driving service excellence, customer experience, and operational transformation.
  • Work within a culture that values continuous improvement, innovation, and Agile delivery.
  • Opportunity to influence service strategy, governance, and long-term operational efficiency.

What skills you will learn

 

  • Advanced service lifecycle management aligned to ITIL and Agile frameworks.
  • Enhanced stakeholder and vendor management capabilities across complex ecosystems.
  • Deep understanding of telecom service architecture and eSIM platforms.
  • Expertise in service analytics, monitoring, and performance optimisation tools.
  • Practical experience in driving continuous service improvement and customer-centric enhancements.

VOIS Equal Opportunity Employer Commitment

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. 

Join Us

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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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.

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