VP - IT Operations Centre Lead (Service Desk, Monitoring & Service Management)

## 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 an experienced leader to head the IT Operations Centre (ITOC) function, overseeing Service Desk, Monitoring, Transformation Programmes, and Service Management activities across three delivery centres. Based in Pune, this role is accountable for end-to-end operational excellence, stakeholder management, service performance, continuous improvement, automation initiatives, and the delivery of an outstanding user experience. The role requires strong people leadership, operational governance, and the ability to drive strategic transformation while maintaining service stability and availability.

## What you’ll do

• Lead and manage end-to-end ITOC operations across multiple delivery centres.
• Oversee key functional areas including:
• Service Desk operations
• Monitoring services
• Transformation programmes
• Service Management functions and service delivery expectations
• Drive and govern transformation initiatives related to ITOC, AO, VCI, LM, and key stakeholder requirements.
• Manage stakeholder and Service Owner expectations through effective engagement and governance.
• Ensure achievement of agreed SLAs, KPIs, customer experience, and service availability targets.
• Drive continuous improvement and automation initiatives with a strong focus on user journey enhancement.
• Manage operational productivity, cost optimisation, and budget-related responsibilities.
• Lead, coach, and develop a team of direct reports while fostering collaboration across globally distributed teams.
• Manage operational escalations and ensure timely resolution of service-related issues.
• Support strategic planning, decision-making, and service improvement roadmaps.

## Who you are

• Proven experience managing multiple Service Desk functions and large-scale operational environments.
• Strong understanding of Monitoring operations and Service Management practices.
• Demonstrated experience leading cross-functional transformation programmes.
• Strong stakeholder management skills with the ability to engage Leadership Teams, Service Owners, and senior stakeholders.
• Solid understanding of technologies commonly used within modern IT Operations Centres.
• Experience managing operational performance against SLAs, KPIs, CSAT, and availability targets.
• Strong people leadership capabilities with experience managing and developing teams.
• Excellent communication, collaboration, and influencing skills across multiple locations.
• Ability to apply sound judgement, critical thinking, and problem-solving in complex operational environments.
• Strong project management awareness and understanding of operational transformation delivery.

## 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

• Opportunity to lead a strategically important IT Operations Centre function with significant organisational influence.
• Exposure to large-scale operational management across multiple service domains and delivery locations.
• Opportunity to shape and lead transformation and automation initiatives that improve customer and user experiences.
• Engagement with senior stakeholders, Service Owners, and leadership teams across the organisation.
• A leadership role focused on operational excellence, service innovation, and continuous improvement.
• Experience managing complex operational environments with a strong focus on service stability and business outcomes.

## What skills you will learn

• Advanced IT Operations Centre leadership and governance capabilities.
• Enterprise-scale service management and operational performance management.
• Strategic stakeholder engagement and executive communication skills.
• Transformation programme delivery and change leadership techniques.
• Automation strategy development and continuous improvement methodologies.
• Cross-functional collaboration and global operational management.

Service availability, customer experience, and operational resilience management

## 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.

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