Position Overview & Specifications
Location: Hybrid - Remote and Farnborough
We are going through a period of growth and expansion within our Secure Sector here at Vodafone and have an exciting new opportunity for a Service Manager.
Join Vodafone Secure Sector for Vodafone UK and be heavily embedded in providing world-class Secure Solutions for our Enterprise clients. As we strive to keep ourselves ahead of the game and the threats, you will lead the way in Telecommunications and work with the latest technologies.
What will you be doing?
The Service Manger is dedicated to the Vodafone Business Security Enhanced sector and accountable for achieving the deliverables and agreed performance levels of contracted services of large scale and/or complexity; Determined by contract value, estate size, significant product variety and 3rd party management.
Key Requirements:
To maintain existing Customer revenue, mitigate any churn events and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations.- Accountable for developing and maintaining a proactive service strategy, building strong relationships and leveraging to support the generation of new business opportunities. Responsibility for the Service Development Plan and it’s alignment to the overall Account Development Plan.
- Understand the customer’s business and how Vodafone add value. Act as a trusted advisor or ‘voice of the Customer’ within Vodafone to ensure all internal stakeholders understand the agreed support model .
- Ensure the Customer is aligned and contracted to the appropriate service model.
- Deliver service performance reports providing evidence of delivery to contracted SLAs. To include associated trends / observations and recommendations to demonstrate continuous improvement.
- When required take real time responsibility for service escalations or major customer incidents
Who are we looking for?
High – ITIL expert qualifications- High – Other Service/Project Management qualifications (PRINCE2, Six Sigma, APM)
- Medium – Demonstrate ability to put management methodologies into practice
- Medium – Good technical acumen
- High – Good knowledge of solutions within customer base
- High – Good knowledge of operational support functions & associated engagement processes
- Good knowledge and Management of Risk across all parts of the business; Operational, Commercial, Strategic, Project and Relationship.
- Appreciation of Project Management methodology
- Must Have SC level government security clearance
Together we can
Vodafone is committed to attracting, developing and retaining the very best talent. Inclusion for all is a key pillar of our purpose with the belief that diversity plays an important role in the success of our business. We actively encourage growth and progression for all employees.
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.