Service Manager with German

## Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

## About this Role

We are seeking a Service Manager to oversee one or more IT service clusters within a complex and business‑critical IT environment, ensuring service quality, stakeholder alignment, and continuous improvement. The role involves close collaboration with internal and external partners, managing service performance through KPIs and SLAs, and contributing to both operational excellence and longer‑term service transformation initiatives.

## What you’ll do

• Manage and negotiate Service Level Agreements (SLAs) with internal and external partners, including annual reviews
• Monitor and improve service performance through KPI tracking, ServiceNow/ticketing analysis, and service reviews
• Lead vendor performance management, including escalation handling and operational review meetings
• Coordinate service improvement initiatives to enhance efficiency, quality, and customer satisfaction
• Support governance, compliance, and security teams, including audit readiness (e.g. ISO standards)
• Drive and contribute to projects involving new or existing IT services, including support model design and documentation
• Act as escalation point for major service issues, coordinating task-force or critical interventions
• Develop and optimise service processes, tools, and dashboards, including service catalogue and reporting frameworks
• Provide training and knowledge transfer to internal and external stakeholders on processes and IT service topics

## Who you are

• Experienced in Service Delivery Management within complex IT environments
• Skilled in stakeholder engagement, communication, and vendor coordination
• Knowledgeable in IT service management frameworks such as ITIL and exposure to IT architectures
• Comfortable working with KPIs, SLAs, incident management, and performance analytics
• Able to manage multi-cultural environments and collaborate across global teams
• Fluent in English and German (C1–C2 level preferred)
• Strong analytical mindset with ability to communicate complex technical topics clearly
• Educated in IT or a related commercial field, with ITIL certification or equivalent experience

## Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

## What's in it for you

• Hybrid way of working: 2 days per week/ 8 per month
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

## What skills you will learn

• Advanced Service Delivery and Vendor Management in enterprise IT environments
• SLA/KPI governance and performance optimisation techniques
• Exposure to ITIL-based frameworks and real-world service operations
• Stakeholder and escalation management at enterprise level
• Service improvement methodologies and audit compliance practices

## VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

## Join Us

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

## Alert

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