Service Relationship Lead

7 months ago

Manchester, United Kingdom Vodafone Full time

**Location**: Hybrid (travel to Manchester), UK
**Salary**: Excellent basic salary plus Vodafone benefits
**Hours**:Full time 37.5 hours per week - Mon to Fri
- **Hybrid**

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

**Who We Are**

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Be part of Vodafone Business UK, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations - from small, local businesses to multi-national corporations - unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

**What you’ll do**

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

The team:
- Are accountable to clients for the operational areas of Vodafone including mobile, ‘fixed’, IoT and VCS.
- Own and report on Service Level Management.
- Create Service Development Plans (SDPs) and Service Improvement Plans (SIPs).
- Drive improvements in customer experience through the use of appropriate processes and tools.
- Represent customers’ requirements and interests within Vodafone.
- Are key to increasing overall customer satisfaction (NPS).

Ultimately the Service Relationship Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand.

The Service Relationship Lead’s role is 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 is a direct line management role. They will also be aligned to a Sales Segment and Channel and be accountable for the end-to-end service experience for their customer portfolio/sector and for developing in-sector knowledge.

**Who you are**
- Customer intimacy - understand customers’ business, strategy and market environment; objectives; ambition and challenges.
- Sound understanding of the underlying theories underpinning professional disciplines in the function - specifically, ITIL Service Management principles and best practice including risk identification and management.
- Commercial awareness and industry knowledge in order to contribute to the commercial objectives of the function (or part of the function).
- Capable of deputising for Senior Service Lead.
- Matrix management for resource dedicated to aligned account(s) across sector.
- Owns management of escalations through to resolution, internally and externally to Vodafone.
- 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.

**Must have technical/professional qualifications**:

- ITIL Foundation Certification, ITIL Expert desirable.
- Ability to present to internal stakeholders and to customers.
- Analytical and critical thinking.
- The use of Service Management tools, processes and documentation, e.g. SDP/SAM/CER/Risk & Issue Log.

**What we offer**

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

**Together we can

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