Manager - Service Management

Responsible for delivering the best possible service experience for customers. Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone’s contractual commitments

• Drive customer satisfaction whilst delivering the best possible service experience across Vodafone
• Support customers by directing them towards Vodafone’s support model and any associated systems/processes
• Own and maintain Service Inventories & any customer information used across the business
• Provide support to the wider service community as and when required to meet customers deadlines
• Run & Manage Service Reviews with customers
• Oversee continuous Service Improvement process
• Responsible for the production and updating of meeting minutes
• Assist with Escalation process only when service issues fall outside of BAU processes and procedures
• Issue of regular and timely standard service reporting
• Tracking and recording service credits
• Support delivery teams with progressing on-hold orders
• Responsible for driving and managing Incident management, Problem management, Change management, Inventory management, Service continuity improvements.
• Accountable for regular service level achievement reviews with stakeholders. Service Single point of contact for stakeholders and governs the escalation for operational issues.

• 5 + years of experience in a Service Management role (Customer facing role)
• Understanding of Telecommunications and Terminology
• Should have worked with Senior stakeholders
• Experience in managing vendors/carrier.
• ITIL foundation
• Fundamentals of transmission devices (SDH, DE, DWDM), Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL and Fixed Voice.
• SDWAN Architecture (Specific to customers who run services via SD WAN Solution) 
• Telecom Background
• Experience working in remote/virtual team and environment
• Basic understanding of LAN WAN technology and Knowledge of carrier level network topologies.
• SDWAN Architecture (Specific to customers who run services via SD WAN Solution) 
• Service level management

Essential

BE/B-Tech, ITIL Foundation

Desired

CCNA Trained/ Certified, Telecom background (Preferred)

Job Location - Bangalore 

Work Mode - Hybrid 

Designation - DM