Service Manager

**Company**:
Vodafone Roaming Services (VRS) is the world's trusted and reliable roaming provider of global wholesale connectivity. Our mission is to make connectivity work for everyone, wherever they are. Since 2009, we have brought Vodafone’s local wholesale roaming capabilities to all our markets and businesses all over the world, providing them with an easy, convenient, and innovative way to connect with their people and customers. An award-winning roaming partner, we support our customers by providing best-in-class solutions. We work with cutting-edge technologies - from 5G and eSIMs to blockchain and machine learning - enabling our customers to operate competitively while giving them the flexibility to choose from multiple coverage options and speeds, leveraging our wholesale trading scale.

At the heart of everything, VRS does is our commitment to supporting our customers and our global communities. Vodafone's purpose is to connect for a better future by enabling inclusive and sustainable digital societies - acts as a framework for everything we do, driving us to continually innovate and bring new solutions to the market.

**Role Purpose**:
Responsible for ensuring Vodafone Roaming Services (VRS) meets all of its Service Obligations to allocated Customers that are mainly focused on Sponsored Roaming and related services to ensure retention, profitable growth, and customer satisfaction (Net Promoter Score). Working in partnership with the relevant teams to embed business relationships at the senior level within our customer base by developing and nurturing a key understanding of our customer’s business model and service delivery requirements and translating that into VF accountability. This role interfaces with Customers with a global presence. Maintaining key relationships with all functional teams within VF to deliver an exemplary service experience.

**Responsibilities**:

- Day-to-day leadership of the Service capability aligned to nominated accounts and working collaboratively with relevant teams.
- Provide a primary point of interface and accountability for all aspects of service delivery and assurance to customers
- Manage best-in-class continuous service improvement programs by ensuring the development and implementation of Service Development and Improvement Plans in collaboration with Customers.
- Accountable for the delivery of all service metrics, in conjunction with the relevant teams

**Core Competencies**:

- Ability to improve customer experience and understand their needs to build a strong and effective relationship.
- Ability to maintain good working relations with customers and management.
- Excellent communication, interpersonal, and influential skills.
- Have a solid understanding of the Telecommunication industry.
- Have a deep knowledge of technologies across all the Telecommunication (i.e., Roaming Services)
- English language proficiency (both written and spoken).

**It would be nice if you have...**:

- Ability to understand, communicate with, and effectively interact with people across cultures.
- Can operate without supervision and take initiative (be a self-starter) to identify problems and initiate and drive work streams.
- Track record of global service delivery for global/international enterprise accounts.

**What's in it for you?**:
**Learning & Development**
- Long-term full-time career opportunities within Vodafone.
- Access to Vodafone University and LinkedIn Learning.

**Flexibility & Leaves**
- Flexible working schedule.
- 28 days holiday (with the option to buy 5 days) plus 11 public holidays.
- 5 paid days leave for charity projects.

**Benefits**
- State pension matching scheme of up to 8%.
- Voluntary AXA Health Insurance.
- Voluntary AXA Pension Scheme.

**Our Commitment**:
Vodafone is committed to attracting, developing, and retaining the best people by offering a flexible, motivating, and inclusive workplace in which talent is truly recognized, developed, and rewarded.
We believe that diversity plays an important role in the success of our business, and we are committed to creating an inclusive work environment that respects, values, celebrates, and makes the most of people’s individual differences - we are not only multinational but multicultural too.

Groupresourcing

**Not a perfect fit?**: