Service Manager

The Service Manager is dedicated to the Vodafone Business Security Enhanced sector and accountable for the end-to-end service experience for nominated associated customers.

• To maintain existing Customer revenue, mitigate any churn events and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations
• Accountable for developing and maintaining a proactive service strategy, building strong relationships and leveraging to support the generation of new business opportunities
• Responsibility for the Service Development Plan and it's alignment to the overall Account Development Plan
• Understand the customer's business and how Vodafone add value. Act as a trusted advisor or 'voice of the Customer' within Vodafone to ensure all internal stakeholders understand the agreed support model
• Ensure the Customer is aligned and contracted to the appropriate service model
• Deliver service performance reports providing evidence of delivery to contracted SLAs. To include associated trends / observations and recommendations to demonstrate continuous improvement
• When required take real time responsibility for service escalations or major customer incidents
• Achieve high level of customer satisfaction
• Deliver contractual performance and KPIs
• Hold operational teams to account for all aspects of customer support and relationship
• Understand wider business issues, plans or activities that may impact the customer
• Meet and manage customer expectations
• Monitoring performance of 3rd parties holding them to account for contracted deliverables
  
  Security Clearance: This position requires the eligibility and ability to obtain and hold UK High Level Security Clearance
• Demonstration of leading from the front
• Ability to lead and drive internal/external customer meetings
• Proactively engages internal and customer key contacts
• Has an understanding Vodafone business programs/work streams Eg;, Kona
• Problem solving
• Proactive - Embraces a Continual Service Improvement and problem management culture
• Reactive - Escalation point and owner for problems where customer service has not met expectation
• Ability to carry out basic trend analysis of key data metrics to identify and address service performance issues
• Good interpersonal skills and presence
• Ability to build positive relationships, internally and externally, with senior management
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues
• Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice
• Good interpersonal skills and presence
• Ability to build positive relationships, internally and externally, with senior management
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues
• Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice
  
  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.,
• Hybrid - 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. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.
Who we are We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 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. Join our Security team and experience bringing intelligent technology and advanced threat expertise to organisations that form the UK's Critical National Infrastructure, this specialist team helps to simplify their day-to-day cyber security operations, enabling their own people to focus on their bigger strategic priorities. What you'll do The Service Management team, part of the UK Enterprise Major Business Vodafone Business Security Enhanced (VBSE) function, own the service relationship within nominated customer accounts. Ultimately the Service Management team are crucial in creating and maintaining the right conditions to sell using the VBSE Sale-Build-Run partnership and protecting existing revenue and the Vodafone brand by delivering the 'best in class customer service'., 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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break. 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. #LI-Hybrid #vodafoneuk 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.