Senior Service Designer

About _VOIS:

_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 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 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, Business Intelligence Services, Customer Operations, Business Operations, 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.

About _VOIS India:

In 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

Key accountabilities and decision ownership:  

• Take full, overall accountability for the definition of the end to end service design of the product, service or proposition, obtaining input and approval from the relevant stakeholders 
• Operate within the Product Development processes, driving the adoption of automation and digitisation with the team and across the wider business 
• Manage the end - end design adoption & delivery of services and solutions into markets (VGE, Local Vodafone OpCos and Partner Markets). Ensure products and solutions are fit for purpose and ready for service (supportable) 
• Management of service/solution transition to in-life operational teams and market rollout, and continuous service improvements activities can take place. 
• Identify any process or service gap at the time of handover from CSD team and be the design authority to give a ‘Go ahead’ to the project after handover  
• Consolidate and Manage cost-to-serve metrics and operational KPI’s on the markets (already operational or) being deployed. 
• Track and manage service delivery activities (risks, issues, actions).  Self- sufficient to resolve most of localisation issues when rolling out first customer on boarding in markets. 

Must have technical / professional qualifications:  

• University degree, with preference on technology (engineering, telecommunications, computer science). 
• 8+ years of experience on managing major customer services or operational services organisation within Telecoms 
• Working knowledge and understanding of the telecommunications industry with strong focus on business services design and applications delivery 
• Must have technical / professional qualifications:  
• University degree, with preference on technology (engineering, telecommunications, computer science). 

Will ideally include have: 

• Agile certification 
• Six sigma 
• ITIL /eTOM Foundation 
• ARIS Designer/ SAP Signavio Process Experience 

India:

_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 a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India in 2024.. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we’ll be in touch!

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