Service Management Snr. Specialist

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Our Service Managers consistently deliver excellent service quality assurance cross all aspects of the business; customer satisfaction; people leadership; operations; and financials. To succeed at VBTS, you must be energetic, highly organized, proactive and leading the customer needs.

Responsibilities :

• Customer focused : It is expected from you to create a high quality service experience and satisfaction by going above and beyond for our existing customers. You will actively monitor customer service trends to make necessary improvements, and assist the team in developing appropriate processes to continuously elevate the overall service quality. The ideal candidate is solution oriented, demonstrating a high ability to identify root cause of problems and develop solutions when faced with adversity.
• Operational excellence : As a Service Manager, you must understand and own every aspect of your customers. Your responsibility will be providing continuous improvements in customer service by partnering closely with other teams. We expect you to advocate efficiency, quality, and overall excellence in all of your actions and decisions.
• Manage projects for service improvement to provide proactive care, service improvement, inventory reliability and visibility
• Financials : Service Managers are expected to understand common financials of customers , know their numbers, inventories and able to track down changes and reporting when necessary.
• Reporting : It i a main customer faced output to create well designed, contented reports to customer both in regular cycles and event based requirements. Provide monthly service review meetings with customers, the presentation spans from incident / request ticket respond / resolution kpi’s to project highlights, utilisation reports for upsell and chronic incident investigation results and recommendationsions
• Publishing meeting notes and coordination between cross-functional Vodafone support & business teams, which could consist of sales and support engineers to provide deadline for every item.

Who you are

What we are looking for :

What You’ll Bring