VP- Senior Ops Manager Managed Services

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 The Role

We are seeking a highly capable Managed Services Delivery Lead to oversee first and second line operations across a multi-market European cluster. The individual will ensure high-quality, cost-effective service delivery, aligned with the digital and OSS strategy, while maintaining strong network performance. The role involves driving operational transformation through automation, AI and digitalisation, enhancing incident management, improving service quality, and supporting business continuity. The candidate will also oversee stakeholder management, budget ownership, service migrations, workforce planning and process optimisation.

What you’ll do

• Lead and coordinate First Line and Second Line operations across multiple countries and technologies within a defined cluster model.
• Establish and optimise processes and procedures for all operational teams, ensuring consistency with standard operation models and local market needs.
• Continuously enhance operational services through proactive measures, performance monitoring and corrective actions.
• Estimate costs and contribute to CAPEX and OPEX planning, while ensuring adherence to departmental budgets.
• Represent operations in service reviews and act as a key escalation point for local network teams.
• Safeguard all Health & Safety requirements by ensuring appropriate procedures are followed by team members.
• Recommend operational best practices and support the development of standardised quality frameworks.
• Define team roles, recruit talent aligned with approved headcount, and establish robust training plans to uplift skill sets.
• Drive automation and digital transformation initiatives across the multi‑market cluster.
• Build strong working relationships with cross‑functional stakeholders.
• Expand the existing Managed Services portfolio and integrate additional domains into the operational scope.
• Enable ongoing business transformation, operational excellence and process improvements at First and Second Line levels.
• Provide direction, inspire innovation, and support team leads in achieving service quality and SLA commitments.
• Act as a single point of contact for selected cross‑functional projects involving dotted reporting teams.

Who you are

Strong understanding of multi‑technology telecom networks, including 2G, 3G, 4G, 5G, transmission, IP, backbone, signalling and value-added services.
• Skilled in Agile ways of working, strategic planning, and organisational design.
• Excellent communication in English, with additional languages considered an advantage.
• Proven ability to identify improvement areas, enhance processes and drive transformation in a matrix environment.
• Strong commercial awareness and ability to generate synergies across functions.
• Effective stakeholder engagement, relationship‑building and influencing capabilities.
• Demonstrated history of improving customer satisfaction.
• Skilled in managing teams in high‑pressure and crisis situations.
• Experienced in mentoring, developing talent and building engaged teams.
• University degree in Electronics, Telecommunications, IT or related fields.
• Minimum 4 years’ experience managing diverse, multi‑disciplinary teams.

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 multi‑country operations in a highly visible and strategic role.
• Exposure to cutting-edge telecom technologies and advanced automation practices.
• Collaboration with international teams across multiple Vodafone markets.
• Professional development through continuous learning, coaching responsibilities and organisational transformation initiatives.
• Ability to influence operational strategy across a large and complex managed services environment.

What Skills You will Learn

Advanced operational leadership in a multi‑technology, multi‑market telecom environment.
• Expertise in automation, AI‑driven service delivery and digital operations.
• Enhanced stakeholder management and cross-functional collaboration.
• Crisis management, proactive incident handling and service quality improvement.
• Strategic workforce planning, talent development and process optimisation

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