Job Description

About VOIS

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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.

#VOIS

About VOIS India

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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.

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Role purpose:

To own & deliver intended results in IT Operations for ITSM Continual Service Improvement and IT Supplier Management Processes at VOIS India. To Ensure IT Operations compliance to ISO20K standard defined at VOIS IT.

Core competencies, knowledge and experience:

Strong customer focus and orientation to customer / service consumer needs

Extensive experience of Continuous Improvement delivery, Internal & external supplier management and ISO 20K Certification IT Service Management experience Significant drive to move issues to conclusion Experience in facilitation and influencing within a support organization Organized and delivery focused, planning skills, time efficient and process driven Set up or driven LEAN/Six Sigma discipline and driven targets in IT Industry / domain Analytical and flexible thinking

Financial acumen for IT Services

Roles and Responsibilities:

Continual Service Improvement: In accordance to ISO20K & ITIL 4 framework; deploy the Continual Service Improvement framework in VOIS IN IT function. Based on assessment, observations, inputs from service consumers, actions in Service Review meetings, KPIs, SLAs & OKR reporting assessment & observations, identify are of improvement, create CSI with process, service or technology refinements with measurable positive Impact on the services delivered by VOIS IN IT to Internal service consumers. Ensure that implementation and benefits realization is managed as per the operational requirement.

IT Supplier Management and Reporting: ensure quality, consistency, and efficiency of service delivery from internal & external service providers and internal service operations teams through establishing close governance on service delivery by defining impactful KPIs, related reporting and conducting periodic service reviews within scope service operations teams (Internal & external)

ISO20K Certification Audit preparation & facing (Internal & External) as Auditee for the processes under scope

Bachelor's degree in business, IT or engineering field with 8 years of relevant experience


ITIL 4 foundation must & ITIL 4 Managing professional certification is a plus


6-sigma Green Belt is a plus

Not a perfect fit?

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Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

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VOIS Equal Opportunity Employer Commitment

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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 by the Great Place to Work Institute 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!