Service Support Manager

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

With these skills, you are a great candidate:

• Core competencies, knowledge and experience:
• Network Operations tools, processes and practices
• Service Management experience
• Significant drive to move issues to conclusion
• Experience in facilitation and influencing within a support organization
• Organised and delivery focused, planning skills, time efficient and process driven.
• Excellent verbal and written English language communications skills
• Good knowledge of Fixed, Mobile, Voice and Data communications technologies and standards
• Proficient in Microsoft Office Suite
• Experience in ITIL Management in general
• Very good knowledge of ITIL Incident and Problem Management

Your day to day:
To provide support to the Service Manager in the day to day management of the Group Products by driving service improvement activities, KPI analysis, on-boarding activity, and general communication / updates to the team and wider business. The role will provide an interface into stakeholders for non-incident escalations and day to day engagement.

With these activities, you will have a great impact on our business:
• Accountability for Groups operational and delivery performance, ensuring continued delivery against agreed service levels.
• Manage the service lifecycle with regard to the continuously evolving business, technology and operational performance.
• Gain awareness of significant circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, Service Roadmaps and Service Risks in conjunction with IN&R Process teams
• Drive 3rd Party performance to improve service levels
• Take ownership for customer performance across the service and drive improvements to strive for best in class performance.
• Clear communication with Service Manager on progress, issues and potential escalations.

Sounds like the perfect job? We’ve got even more to offer:

• In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week!
• Medical and dental services
• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of and technology changing company
• Flexible Vacation – Take time off when you need it, we trust you!
#_VOIS