Job Description

What you\'ll do Role purpose: This role is part of the new centralised IT team within Vodafone Intelligent Solutions (_VOIS). The Service Manager monitors the day-to-day operation of all Robotics and Automation services delivered across the all _VOIS locations as well as to local markets. The broad scope covers services that are delivered by the Robotics and Automation team directly, or delivered as service by the TSSC teams (Applictaion Operations) or by other external teams. The Service Manager supports the Operations Manager on day to day operational issues, follow ups with relevant teams and ensures the right service levels Agreement for IT services offered by Robotics and Automation team. The role collaborates closely with the Performance & KPI Specialist to monitor KPIs and SLAs end ensures any corrective action is taken. If new services are transitioned to AO, the Service Manager extends and manages the service catalogue accordingly. In case of critical service impacts or outages, the role drives the activities to resolve the issue and ensures right communication level to key stakeholders. The Service Manager also ensures that new automations meet operational requirements. To do so the Operational Manager reviews services to be transitioned to Application Operations team within Robotics & Automation Who you are Core competencies, knowledge and experience Highly organised, data driven with very strong analytical skills and attention to detail Experience in operations management for a global IT service provider Experience in working with multi-functional teams in a distributed matrix organisation Experience in defining and implementing Service Level Agreements and Key Performance Indicators for IT services Strong knowledge of IT service management processes (e.g. ITIL) and well developed technical knowledge across a broad range of IT topics mainly Robotics and Automation Must have technical / professional qualifications: 5+ years of experience working in a performance management role handling SLAs or KPIs for IT services 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 Together we can

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