Job Description

Description

The Service Management Delivery Lead provides expert knowledge to deliver activities across the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. Creates a commercially viable business case, overseeing the transition of business cycle phases into BAU and ensuring the service is delivered as per agreed SLAs and KPIs through regular reporting and formal updates. The Service Management Delivery Lead focusses on activities related to delivery of continuous improvement of the customer service, managed via service improvement and service development plans. Also focusses on managing the customer relationship to ensure they receive the contracted service to the standard required throughout the contract term. Typically reports to the Senior Service Management Delivery Manager.

Job Responsibility

• Assists, advises and executes processes and activities for the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer);

• Drives and maintains the identification of the business growth opportunities and creation of opportunities pipeline;

• Drives the delivery of continuous improvement for the customer service, managed via Service Improvement plans;

• Builds strong relations and works closely with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer;

• Manages the process of service reporting, trending and presentation at service reviews;

• Uses best practice knowledge to manage the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle;

• Understands the needs and supports the service management and delivery procedures and concepts through extensive experience;

• Receives and manages service escalations and manages the customer improvement plans to ensure customer satisfaction;

• Ensures client service experience is forefront of activities;

• Ensures Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews;

• May provide informal guidance to junior staff.

Skills

Dynamic Prioritisation and Multi Tasking

Customer Journey Knowledge

Ownership

Coaching and Mentoring

Building Rapport

Communication

Empathy

Continuous Improvement

Digital Enablement

Customer Service /Resolution

Project and Programme Management

Relationship and Stakeholder Management

Data Analytics and Insights

Resilience

Expert Advice

Customer Centricity

Contract Management

Opportunity selling

Service and Delivery Management

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.