Service Manager - Vodafone

Service Manager - Vodafone

As the Service Manager you will be Responsible for the ownership and in-life management of the Business Product Development (BPD) Services portfolio and driving service quality initiatives in line with customer expectations and business requirements. You will also act as the custodian of live Services, ensuring Service Levels are achieved and maintained through established Service Management processes.

The successful applicant will also be responsible for ensuring effective operation of central business product support services to enable the successful global deployment, sales, operation, service and support of global business products.


As Vodafone continues to evolve, our commitment to innovation has never been greater. Already the world's leading mobile telecommunications company, our goal is to pioneer a world of total communications solutions, where fixed, mobile, voice and data will all become one. And with approximately 406 million customers to cater for across the globe, there has never been a better time to jump on board - whoever you are and wherever you come from. The role of the Service Manager will be a key position within Vodafone’s Business Product Development Department based in Cairo

As the Service Manager your main responsibilities will involve:

• Representing BPD to the Operating Companies (OpCos), Partner markets and Business Units fostering a climate of trust and support, and enabling effective operation and coordinated Service delivery within BPD

• Managing the customer relationship, ensuring that BPD is perceived as being responsive and adding value.

• Working with OpCos and Partners to ensure that global online support content is effectively utilized in local markets and aligns with local support content.

• Working with team managers to ensure that BPD commitment is gained to deliver the promised SLAs/KPIs & shared goals.

• Defining and maintaining business focused Service Level Agreements (SLAs) for all key services relating to the defined area of responsibility

• Working with the business unit teams to ensure there is a clear understanding of the Group Product strategy and the commercial drivers to facilitate the required strategic support planning into BPD.

• Ensure that the support needs of the customer are met through the evolution of the technology employed within a Service as identified by the Product Management and Technical teams, and promoting this to the relevant OpCos and business units.

• Establish cost-to-serve metrics and others and use them to justify support investments.

Job Details

Date Posted: 2013-07-04
Job Location: Cairo, Egypt
Job Role: Management
Company Industry: Telecommunications

Preferred Candidate

Career Level: Management

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July 04, 2013 at 10:56AM