ERP Service Improvement & Customer Experience Lead - VOIS

## 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 highly customer-focused professional to act as the primary contact for allocated markets, shared service centres, and business functions within ERP & Management Services. This role is responsible for driving service excellence, stakeholder engagement, SLA governance, escalation management, service transition activities, and continual service improvement across the EVO support environment. The successful candidate will collaborate closely with business stakeholders, support teams, suppliers, and service partners to ensure high-quality service delivery, operational stability, and customer satisfaction.

## What you’ll do

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• Act as the ERP & Management Services Single Point of Contact for assigned Markets, Businesses, Shared Service Centres, and functional stakeholders.
• Gather business requirements, understand concerns relating to EVO Operations, and provide effective service support.
• Monitor and improve customer satisfaction through regular engagement and feedback mechanisms.
• Manage SLA delivery and ensure service reporting is accurate, relevant, and aligned to stakeholder expectations.
• Conduct regular Service Review Meetings and maintain service reporting and meeting documentation.
• Review and adjust ticket priorities based on SLA commitments, business impact, and customer requirements.
• Manage incident, change, and service escalations for allocated Markets and Businesses.
• Serve as the key contact for high-impact incidents and business-critical operational issues.
• Coordinate escalation reporting and ensure timely communication with service leadership teams.
• Provide support outside standard working hours when required to address critical business-impacting issues.
• Review and optimise the service support model to ensure alignment with evolving business needs.
• Manage service communications and ensure information distributed to stakeholders is accurate and timely.
• Coordinate communication of problem investigations, root cause analysis findings, and resolution activities.
• Lead continual service improvement initiatives and maintain improvement plans.
• Identify recurring issues, service risks, and opportunities for operational enhancements.
• Collaborate with stakeholders and support teams to improve service quality and customer experience.
• Support the transition of new markets and services from project delivery into operational support.
• Ensure smooth movement from project phase to hypercare, stabilisation, and business-as-usual operations.
• Facilitate Hypercare Go Live Operations calls and reporting activities during implementation periods.
• Contribute actively to the Service Improvement Management community through knowledge sharing and collaboration.

## Who you are

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• Strong SAP process and/or technical knowledge.
• Demonstrated experience in Service Management.
• ITIL Service Management Certification.
• Good knowledge of Remedy and service management processes.
• Strong understanding of EVO ecosystem architecture, technologies, and support organisations.
• Experience working within Agile ways of working.
• Ability to work effectively within complex matrix organisations.
• Strong stakeholder management, communication, facilitation, and customer engagement skills.
• Proven customer service orientation with experience managing senior stakeholders.
• Strong organisational and prioritisation skills.
• Ability to remain effective while working under pressure.
• Skilled in managing escalations and driving resolution through cross-functional teams.
• Cultural awareness and the ability to work effectively across diverse teams and geographies.
• Strong written and verbal English communication skills.
• Collaborative team player with a continuous improvement mindset.
• Ability to understand both business and technical perspectives when resolving issues.

## 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

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• Opportunity to work with global markets, business functions, and senior stakeholders.
• Exposure to complex ERP and enterprise service management environments.
• Ability to influence customer satisfaction, service quality, and operational performance.
• Involvement in strategic service improvement and transformation initiatives.
• Opportunities to collaborate with international teams, suppliers, and technology partners.
• Hands-on experience supporting large-scale business-critical operations and service transitions.
• A collaborative environment focused on continuous improvement and innovation.

## What skills you will learn

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• Advanced Service Improvement and Continual Service Improvement (CSI) methodologies.
• Enterprise SLA governance and service performance management.
• Global stakeholder engagement and business relationship management.
• Incident, problem, and change escalation management.
• ERP service operations and support model optimisation.
• Hypercare and service transition management.
• Executive communication, reporting, and facilitation skills.
• Cross-functional collaboration within complex matrix organisations.
• Customer experience management and service excellence practices.
• Agile service delivery and operational transformation approaches.

## 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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#JDEnhancedByTARA

## Follow us on social media

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• LinkedIn: VOIS LinkedIn
• Facebook: VOIS Facebook
• Instagram: VOIS Instagram
• You can also chat with our employees to learn more about our projects: Employee Connect