SERVICE PERFORMANCE & QUALITY ANALYTICS - VOIS

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

We are seeking a service performance and quality professional who will take end‑to‑end ownership of service quality governance across multiple markets. This role focuses on defining and managing KPIs, monitoring SLAs, delivering performance insights, and driving continuous improvement through data‑driven decision making. The role works closely with Operations, IT, Network, and Business teams and provides clear, actionable inputs to senior leadership.

Define, own, and govern service quality KPIs across multiple markets and service lines.Establish standardised KPI definitions, measurement methodologies, and reporting frameworks while enabling market‑specific flexibility.Monitor daily, weekly, and monthly performance against agreed targets and thresholds.Design, build, and maintain automated dashboards and performance reports using tools such as Power BI and Excel.Publish performance packs highlighting trends, risks, and improvement opportunities for senior stakeholders.Track SLA compliance, incident volumes, resolution trends, and service availability metrics.Lead and support root cause analysis for major incidents, SLA breaches, and recurring performance issues.Define and track corrective and preventive actions to closure in collaboration with cross‑functional teams.Support new service introductions by defining service readiness, acceptance criteria, and performance baselines.Contribute to governance forums, audits, performance reviews, and leadership escalations.

An experienced professional with strong exposure to KPI framework design, SLA management, and service performance analytics.Skilled in dashboard development and data visualisation using Power BI, Excel, or similar BI tools.Confident in analysing complex datasets and translating insights into management‑ready narratives.Experienced in incident management, service operations, and performance reporting environments.Comfortable working in multi‑market, multi‑stakeholder settings with strong collaboration skills.Able to influence outcomes, communicate clearly with senior stakeholders, and drive actions to completion.Educated to degree level in Engineering, Business, Economics, Data Analytics, or a related discipline.

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.

Exposure to global, multi‑market service environments within a leading telecommunications organisation.Opportunities to work closely with senior leaders and influence service performance outcomes.A collaborative culture that values data‑led decision making and continuous improvement.The chance to contribute to service transformation and operational excellence initiatives.

Advanced service performance governance and KPI standardisation techniques.Strategic dashboarding and executive‑level performance storytelling.Cross‑functional stakeholder management in complex operational ecosystems.Practical application of continuous improvement and root cause analysis methodologies.

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.

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.

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