Global Service Manager
Why Vodafone?
Vodafone are revolutionizing how customers use technology and connectivity, ensuring they are ready for today and the digital innovation of tomorrow. We are heavily embedded in providing world-class Solutions and we strive to keep ourselves ahead of the game, which will give you the opportunity to lead the way in Telecommunications and work with the latest technologies.
Role Detail
Position Title: Global Service Manager
Location: France (Remote/Hybrid)
Company: Vodafone Enterprise France SAS
Introduction
Achieve your ambitions. A world leading total communications company with operations in 100 countries is recruiting for a Global Service Manager in Vodafone Business International (VBI) where you will be taking a key position at the heart of managing the service relationship with some of largest customers.
Your skill in business to business relationship building and service management, combined with your knowledge of business communication technologies, will play a pivotal role in the growth of Vodafone Business International in the Americas. You will have the opportunity to manage the service relationship of key named accounts to nurture and grow a client-base from the world’s largest multinational businesses.
Your results-orientated approach will be supported by a collaborative environment where you can learn from seasoned telecommunications team and have the chance to build a successful, long-term career at a leading global brand.
Role Purpose
Responsible for ensuring Vodafone Business International meets its service obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction.
Working in partnership within the wider Account Team to embed business relationships at senior level within our customer base by developing and nurturing a key understanding of our customers’ strategy and business model and translating that into Vodafone accountability and Customer Success.
This role interfaces with multinational customers across a broad global footprint at an executive level, at a local level and requires global matrix management at an account level. Maintaining key relationships into all functional teams within Vodafone to deliver an exemplary service experience.
Key Accountabilities and Decision Ownership
- Day to day leadership of the service capability aligned to designated accounts, working collaboratively with account teams and across the business to own the end to end service experience
- Provides a senior point of interface and accountability for all aspects of service support, delivery and assurance to customers
- Lead best of breed Continuous Service Improvement by ensuring the development and implementation of CSIP with Customers and our operating companies (OpCo’s), Partners and Affiliates
- Accountable for the delivery of all service metrics, reporting and analysis, in conjunction with local OpCo’s, Partner and Affiliates service fulfilment personnel, and the Global Account Manager
- Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Vodafone profitability
Service improvement execution and risk management / mitigation
- Service and process optimisation to improve our cost to serve whilst mitigating/reducing service credit penalties
- Identifying cross sell opportunities to enhance the service experience
Core Competencies
- Customer obsessed, able to nurture and manage deep customer relationships on all levels
- Excellent ‘C’ level communication, stakeholder, influencing and relationship skills
- Lead a virtual team of ITIL based service management resources to deliver on the account plan through a matrix management structure.
- Deep knowledge of fixed, mobile & unified communications, with a solid appreciation of over-the-top digital services
- Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
Key Qualifications
- ITIL certified or relevant experience
- Project management skills (ideally Prince 2 Certified) or relevant experience
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.
Application Guidance
We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We are an equal opportunity employer and value diversity at our company. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, nationality, indigenous status, medical condition, social origin, cultural background, social or marital status.
Together we can.