Principal Service Manager

Job content

Location:Home-based (South-East), UK

Salary:Competitive with Vodafone benefits

Working hours: Full-time 37.5 per week

• Homebased At Vodafone UK our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative, and simply connect. 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 part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What You’ll Do
Responsible for ensuring VB UK Corporate Business meets all its service obligations to allocated customers ensuring retention, profitable growth, and customer satisfaction (NPS). Working in partnership with the account team to embed business relationships at senior level within our global customer base by developing and nurturing a key understanding of our customers’ strategy and business model and translating that into Vodafone accountability.This role interfaces with Customers with a global presence at an executive level, at a local level and global matrix management at an account level. Maintaining key relationships into all functional teams within Vodafone to deliver an exemplary service experience.

Who You Are

• Customer obsessed, able to nurture and manage deep customer relationships on all levels
• Excellent ‘C’ level communication, stakeholder, influencing and relationship skills
• Proficient in influencing and negotiating with senior stakeholders to a desired outcome
• Lead a matrixed virtual team of Service Management resources to deliver on the account plan
• Responsible for all the service aspects of the account ensuring that Vodafone delivers on its service commitments to the customer
• Deep knowledge of technologies across all of Vodafone’s product portfolio
• Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative
• Capable of driving all customer service performance issues through CER/SAM
• Role models Service Management best practice and behaviours
• Proactively participates in wider Service Management or Vodafone activities and programmes

Must have technical / professional qualifications:

• ITIL v3/4
• Must have a track record of global service delivery for global/international enterprise customers
• Desirable: PRINCE2, Lean, Six Sigma, APM

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 We Offer
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.