Service Relationship Lead

3 weeks ago

StokeonTrent, United Kingdom Vodafone Full time

**Location**: Independent Worker (West Midlands Region), UK
**Salary**: Competitive + Vodafone Benefits
**Hours**: 37.5 per week

Vodafone UK Business are revolutionising how customers use technology and connectivity, ensuring they are ready for today and the digital innovation of tomorrow.

**Role Purpose**

The Service Relationship Management team, part of the Vodafone Business UK Major Business function, own the service relationship within nominated customer accounts.

The Service Relationship Leads’ role is to lead and manage a team of Service Managers who interface with customers to provide service level management of Vodafone provided services and products. You will be accountable for ensuring your team are supported in their role, developed and are able to make the most of their careers at Vodafone.

As part of this role, you will also be aligned to a Sales Channel and be accountable for the end-to-end service experience for your customer channel either by delivering through your team or directly and for developing your customer portfolio knowledge.

**What will you be doing?**
- Direct line and matrix management of service management teams.
- Performance management - lead, coach and develop colleagues to drive and maintain a high performing team.
- Accountable for developing and maintaining an industry leading end-to-end service experience for your customer channel.
- Accountable for delivery of your sector’s contractual service deliverables, including service levels, reporting, governance etc.
- Drive the performance of operational teams to support in-life service delivery to your sector.
- Stakeholder management with key internal teams.
- Drive continuous service improvement and service development, increasing customer satisfaction and Net Promotor Scores (NPS) across the sector.
- Maintain contractual governance and commercial awareness across your sector.
- Contribute to the setting of strategic plans for the Service Relationship Management function.
- Create, support and manage the delivery of operational programmes both within and external to the function to drive service improvement
- Promote and foster colleague community collaboration, reward and recognition.

The team you will be leading and managing:

- Are accountable to customers for the services provided by Vodafone including mobile, WAN, LAN, IoT and voice services to name a few.
- Own and report on Service Level Management performance.
- Create customer Service Development Plans (SDPs) and Service Improvement Plans (SIPs).
- Represent customers’ requirements and interests within Vodafone.
- Are key to increasing overall customer satisfaction (NPS).

Ultimately the Service Relationship Management community you will be leading are crucial in creating and maintaining the right conditions to sell new services, protect existing revenue and the Vodafone brand by delivering exceptional service management for our customers.

**Who are we looking for?**

**Business Expertise**
- Customer intimacy - ability to build customer relationships, understand their business, strategy, market environment, objectives, ambition and challenges.
- Sound understanding of industry standard professional disciplines specifically, ITIL Service Management principles and risk identification and management.
- Commercial awareness and industry knowledge in order to contribute to the commercial objectives of the function

**Leadership**
- Direct Line management and matrix management of teams.
- Ability to own and manage escalations through to resolution.
- Able to work effectively and calmly under high pressure escalation situations, representing Vodafone in a professional and credible manner.
- Ability to make judgements based on analysis of factual and qualitative information in complicated or new situations.
- Resource management - recruitment, forecasting, utilisation reporting and strong people performance management.
- Capable of driving the resolution of service performance issues impacting the function through the appropriate processes.
- Able to proactively engage senior stakeholders both internally and externally to Vodafone.
- Capable of creating and leading virtual teams at a senior level to resolve customer issues and drive service improvement.
- Able to identify and manage the exposure to risk, positive or negative, which may have an impact on the achievement of business objectives.

**Communication**
- Proficient in influencing and negotiating with senior stakeholders to a desired outcome.
- Strong communication skills to guide, influence and convince others (including customers, partners and third parties). Excellent external communication is required.
- Builds positive relationships at a senior level, including operating at a Cxx level within customer environment.
- Tailors communication styles to appropriate audiences.

**Must have technical/professional qualifications**:

- ITIL Foundation Certification, ITIL Expert desirable.
- Ability to pr

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