Incident Manager
5 days ago
About the Role
Vodafone UK is seeking a highly skilled Incident & Service Manager to join our team. As a key member of our Central Operations team, you will be responsible for leading the Stability team and ensuring the operational support and service delivery to Commercial Operations and other supported areas.
Key Responsibilities
- Lead the Stability team in Central operations, covering operational support, monitoring centre, incident management, and business continuity processes.
- Ensure service availability meets SLA, conduct service reviews with suppliers, and drive continuous improvement.
- Proactively identify and analyze operational impacts affecting Commercial Operations and other supported areas.
- Lead service reviews with key suppliers, internal teams, and supported teams to review key KPIs and drive improvement.
- Review and maintain business continuity plans, including risk contingencies and mitigation plans.
Requirements
- Front-line or back-office experience within an established call centre environment or customer-facing channel.
- Line management experience.
- Effective communication and negotiation skills to manage relationships with senior managers.
- Ability to define problems, collate data, establish facts, and draw valid conclusions.
- In-depth knowledge of information systems used within front-line environments, including performance monitoring and outage management.
About Vodafone UK
Vodafone UK is a Great Place to Work certified company, committed to driving inclusion for all and creating a workplace that is fully representative of the communities and customers we serve. We believe that through collaboration and connection with our colleagues, we can achieve great things.
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