Incident & Service Manager

The role actively supports our channel providing first class operational support and service to Commercial Operations and as a service for our channels (ASEL, Care, Retail & Indirect) and within the broader Vodafone organisation. In this role you will lead the Stability team in Central operations, covering operational support, the monitoring centre in Stoke, incident management that impacts Commercial Operations and areas that we offer the support service to, ensuring our organisation is prepared for and actions our Business Continuity processes, alongside ensuring that the people are set up on our systems right first time.

• You will be the key Service action owner for all our key relationships across our 3rd party suppliers, IT, Fixed Line and Offshore Back Office admin teams and the operation.
• You will ensure that our Service availability meets SLA, conduct Service reviews with Suppliers and continuously seek improvements to our operational service.
• You will ensure that issues are raised proactively or reactively if required and analyse underlying operational impacts that are affecting Commercial Operations and or other supported areas.
• You will lead service reviews with our key suppliers internal and external and supported teams, to review key KPIs and drive improvement.
• You will review and maintain our Business Continuity plans including the preparation of risk contingencies and mitigation plans.
  
  You will have front-line or back office or support function experience within an established call centre environment or customer facing channel.
• You will have line Management experience.
• You will have the ability to effectively present information and respond to questions from groups of all levels of the business, managers, colleagues and customers.
• You will have the ability to manage relationships with senior managers - displaying exceptional negotiation and communication skills.
• You will have the ability to define problems, collate data, establish facts and draw valid conclusions and seek resolution.
• You will have in depth knowledge of the information systems used within our Front-line environments - including the ability to monitor performance and manage outages.
  
  At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference., At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are., At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life., We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. Together we can Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. 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.