SERVICE OPERATIONS AND CUSTOMER EXPERIENCE LEAD - PuneVOIS

## 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 Service Operations and Customer Experience professional to take end-to-end ownership of Secure Net services from an operational perspective. This role is centred on driving service excellence through strong stakeholder collaboration, data-driven insights, and continuous improvement of customer experience, service performance, and operational efficiency. The individual will act as a single point of contact for service-related matters while ensuring alignment with SLAs, OLAs, and non-functional requirements across the service lifecycle.

## What you’ll do

• Design and define service frameworks including support models, SLAs, KPIs, and non-functional requirements
• Lead end-to-end service ownership, ensuring service stability, performance, and continuous improvement
• Manage SLAs and OLAs, including notifications, escalations, and governance
• Coordinate operational readiness and assure quality for changes entering production
• Monitor customer experience and service performance using insights, reports, and analytics
• Drive service improvements based on incidents, operational challenges, and analysis
• Conduct regular service review meetings with internal stakeholders, vendors, and markets
• Act as the primary point of contact for service queries, issues, and escalations
• Manage vendor and partner relationships, defining KPIs and ensuring service delivery alignment
• Translate operational requirements into meaningful reporting frameworks and dashboards
• Ensure non-functional requirements such as availability, performance, and resilience are implemented and tracked

## Who you are

• A strong customer advocate with experience in consumer or customer products and a deep understanding of customer needs
• Experienced in service ownership, including SLA and OLA management, escalation handling, and service governance
• Skilled in leading cross-functional collaboration and driving a unified service mindset across delivery and operations
• Commercially aware with a focus on optimising processes, automation, and value chains
• An effective communicator with the ability to present service performance, risks, and insights clearly
• Proficient in tools such as Jira, Confluence, and reporting platforms like Splunk or Dynatrace
• Strong analytical capability to interpret service data, trends, and performance metrics
• Technically knowledgeable in application servers, web servers, Unix, DevOps, CloudOps, and system architectures (two-tier, N-tier, cloud)
• Experienced in vendor, partner, and operational company (OpCo) management
• Familiar with Agile and Scrum methodologies
• Knowledgeable in ITIL frameworks, including incident and problem lifecycle management
• Capable of troubleshooting and understanding service architecture and alternative technical solutions

## 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 end-to-end service operations in a global environment
• Exposure to cross-functional collaboration across markets, partners, and vendors
• A platform to drive meaningful customer experience improvements
• Involvement in strategic service transformation and optimisation initiatives
• Access to modern tools, technologies, and data-driven decision-making practices

## What skills you will learn

• Advanced service lifecycle management and governance frameworks
• Customer experience optimisation using data analytics and insights
• Vendor and stakeholder management at scale
• Deep technical understanding of service architecture and cloud-based ecosystems
• Continuous improvement methodologies across operations and delivery

## 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

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.

#JDEnhancedByTARA

## Follow us on social media

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/
• You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2