Senior Service Lead
Vodafone Limited
Greater Manchester
2d ago

Greater Manchester

  • Job type Full Time
  • Sector : Customer Relationship Management
  • 259588 Posting date : 12 Aug, 2019 Apply Save job

    Role purpose

    The role has a sizeable impact on a specific work area or sub-function, in terms of :

  • Strategic influence on Major Business
  • Interactions with other teams within the function or work area
  • Other teams rely on this Senior Manager’s performance
  • The role addresses issues with impact beyond own team, based on knowledge of Service Management disciplines. Specifically, the Senior Service Lead’s primary role will be to lead and manage a team of Service Management experts’, ensuring their colleagues are supported, developed and are able to make the most of their careers at Vodafone.

    This role combines both direct line management for a number of colleagues as well being a manager of managers’.

    The Senior Service Lead must have a good understanding of the products and services within the Vodafone portfolio, a good knowledge of the customers that comprise Major Business and considerable insight into the business and technology issues facing large enterprises.

    The Senior Service Lead will drive continuous service improvement and service development, increasing overall customer satisfaction and improving customer Net Promotor Scores (NPS).

    The Senior Service Lead should be a role model willing to coach / mentor and develop other members of their team, as well as manage their own professional development.

  • The Senior Service Lead role has these key objectives;
  • Actively participate in the management of Vodafone major incidents’, providing knowledge and customer liaison to communicate and drive excellent customer service at times of high impact.
  • To lead, manage and coach a team within the Service Management organisation, providing a first point of escalation and duty of care to their colleagues.
  • Promote the Service Management team throughout Vodafone and support the leadership team with improvement and / or business change initiatives.
  • Build and maintain relationships with strategically important stakeholders across the business.
  • Key accountabilities and decision ownership

  • Accountability for the delivery of end results of own work area within overall function plan.
  • Responsible / jointly responsible for planning, finances / budget and formulation of processes and standards.
  • Contribute to the setting of strategic plans.
  • Create and manage the delivery of operational programmes.
  • The Senior Service Lead is responsible for these key activities :

    Performance Dialogue

  • Establish individual team member’s Performance Goals aligned to the team goals
  • Establish individual Development Goals aligned to The Vodafone Way’ and the skills and capabilities required of the role
  • Have regular, high quality one-to-one conversations with each team member as part of the Performance Dialogue process
  • Coach, guide and give feedback to individual team members in order to help them build on their strengths, improve and sustain their performance and develop their potential.
  • Assess performance and drive a high-performance culture.
  • Organisational leadership

  • Ensure correct, timely and accurate completion of the required forecasting and time recording tools for your team.
  • Develop and coach / mentor members of your team and support their Development Goals.
  • Ensure colleagues are adhering to best practice ensuring peer review of all outputs.
  • Host engaging team meetings.
  • Support the Major Business leadership team and promote the team in your interactions with other areas of the business.
  • Be a role model’ in your approach, appearance and attitude.
  • Core competencies, knowledge and experience

  • Sound understanding of the underlying theories underpinning professional disciplines in the function specifically, ITIL Service Management principles and best practice.
  • Strong communication skills to guide, influence and convince others (including customers, partners and third parties).
  • Excellent external communication is required (up to CxO level).

  • Internal negotiation within Vodafone, often at a senior level.
  • Judgement based on analysis of factual and qualitative information in complicated or new situations.
  • Commercial awareness and industry knowledge in order to contribute to the commercial objectives of the function (or part of the function).
  • General business functions (including, Accounting, Finance, Legal, Marketing and Strategy)
  • Business cases and business case benefits realisation.
  • The procurement / pre-contract / sales cycle.
  • Customer intimacy - understand customers’ business, strategy and market environment; objectives; ambition and challenges.
  • Resource optimisation through effective recruitment and strong performance management.
  • Provide a point of escalation, supporting colleagues to ensure customer issues are dealt with appropriately.
  • Identifies and manages the exposure to any type of risk, positive or negative, which may have an impact on the achievement business objectives.
  • Must have technical / professional qualifications

  • Information Technology Infrastructure Library (ITIL)
  • Ability to present to internal stakeholders and up to C-level customers
  • Analytical and critical thinking
  • The development and use of Service Management tools, processes and documentation, such as(SDP / SAM / CER / CID / COOM / Risk & Issue Log)


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