Website Vodafone
IT Operations Service Manager – 256560
Location – Newbury HQ
Salary – £competitive + Bonus and Benefits
What’s the role?
In this role you will establish effective relationships with Technology and the wider business to ensure that appropriate services are in place to meet customer demand. To be recognised for providing customers with a service that is valued, professional and improves customer satisfaction levels year on year. You will continuously monitor service levels, to ensure they are met or exceeded against agreed SLAs. In this role you will support all aspects of the Billing and Mediation, including its business change initiatives and improvements. To ensure levels of service are maintained and consistent.
As IT Operations Service Manager, you will manage the UK Application suppliers and contracts & hold them to account for Operational activities, hold effective Service Reviews with them to track performance and continuous improvement.
In addition, you will be required to:
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Represent the voice of the Customer across all of IT.
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Manage the relationship with the Business to ensure customer requirements are met.
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Participate in negotiating of SLAs and OLAs relating to service and be able to influence external partner organizations. To ensure services are delivered against SLA’s and represents the Service for customers.
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Assure the day to day delivery of services through internal and external partnerships.
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Ensure the on-going service delivery and support meets agreed customer requirements.
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Ensure consistent and appropriate communication with internal customers for service-related enquiries and issues.
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Support the Billing and Mediation Operational Authority/Specialists and serve as a point of escalation for Major Incidents and Business escalations.
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Support UK OPEX and CAPEX challenges across Financial Years
What’s needed?
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Extensive business and stakeholder management experience.
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IT or Telecoms experience – you must have a proficient understanding of how the technology fits together.
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Experience performing as the single point of contact for all issues, bridging the gap between IT and the Business.
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Sound appreciation of service (components etc) and the business impact to the business if unavailable.
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Experience in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the Billing and Mediation service Ability to engage with clients, stakeholder and customers and develop relationships.
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Educated to a Degree level or equivalent experience.
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Willingness to travel to Agent sites – Manchester and Stoke (approx. 10%)
What’s in it for you?
This an opportunity to work as part of a senior team, representing UK Technology and working with the Business teams in Vodafone UK. You will be a pivotal part of Vodafone, improving our business relationships and in turn continuously improving our business.
Love to travel? 28 days holiday (option to buy or sell 5!) plus leading travel brand discounts.
Planning for the Future? Get a head start with our fantastic contribution matching pension scheme or our award winning maternity policy.
Are charities close to your heart? 3 paid leave days for charity projects of your choice and matched fundraising.
Looking to Learn? Develop a career on your terms with the Vodafone University.
Love to Shop? Enjoy discounts with the UK’s best-known brands, restaurants and days out with the family.
What about your phone? Great discounts available for you, your family and your friends!
If this sounds of interest, then apply today!!
Commitment from Vodafone
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, 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 which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.