What you’ll do
The Operations Manager drives the Customer Services organization to deliver a first class, pre-emptive service for their specific customer. The role builds a strong relationship with the customer and the Customer Service operational teams. The Operations Manager works to identify and implement remedial activities impacting customer service and drives service improvements.
The Operations Manager works collaboratively with the Service Management team to assist with the management of the customer’s service level expectations in line with Operational and Contract requirements to deliver a consistent performance reflective of the service and products they bought with Vodafone. Success measures include Restored in SLA performance, Availability, Business process changes, MI, staged Metrics.
Key accountabilities
- Be the key point of contact for the Customer and Business Unit into the Customer Services Organization. Champion the customer’s requirements and influence and coordinate Customer Service Teams to resolve and eradicate customer issues permanently.
- Work across Customer Services to improve Customer fault management performance and the availability and reliability of Solutions, and the technologies that support them. Drive Problem Management activity where required to eradicate repeat issues and understand root cause.
- Work within an ITIL based Incident Management framework and with the MIM team as required to restore normal service operation as quickly as possible, minimising any disruption to the Customer’s business
- As necessary, act as a point of contact/escalation during 24/7/365 for all aspects of service incident and management of the Services.
- Manage and work with the relevant CS teams to manage any supplier relationships which overlay the Customer’s solution ensuring the Supplier provides a high level of operational service and support.
- Govern, control, and resolve issues across Customer Services which are adversely impacting the customer experience. Own the Customer Services meeting governance framework into the customer organization to improve the relationship, drive service improvement and improve fault management performance.
- Monitor and manage the performance and availability of Services and provide management information as required. Regularly analyze information on performance and client satisfaction data and develop and implement Service Improvement Plans as appropriate.
- Develop a relationship of openness and trust with the Customer to allow a better understanding of their business and a shared understanding of any issues. Meet with customers or be based on customer site if required and represent Customer Services and Vodafone to improve and enhance customer service experience.
- Continually review the Customer’s end to end processes to improve their efficiency and effectiveness. Identify generic themes through the e2e Assure process and implement action plans to address and prevent a recurrence for other customers.
Essential
- Telecommunications and IT service models and their practical application
- ITIL Foundation level qualified
- Business processes design and documentation
- Experience in escalation of incidents to, and in driving incident resolution with, technology vendors / OLO / Third party suppliers.
- Preferably Degree educated or equivalent.
- Maintenance of team interactions pertaining to performance, areas of improvement and feedback in addition to updating career goals & personal development plans of team members followed by review & update.
- Ensure management & escalation of critical situations and update stakeholders on sensitive incidents for smooth functioning of operations.
Desired
- CCNA / CCNP certified
- Excellent knowledge of tools and platform in Vodafone
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.
What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
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Together we can.
