Operational Excellence Manager
3 days ago
About the Role
Vodafone UK is seeking a highly skilled and experienced professional to join our Consumer team as an Incident & Service Manager. This role is a key part of our operations, responsible for ensuring the stability and continuity of our services.
Key Responsibilities
- Lead the Stability team in Central operations, covering operational support, monitoring centre management, incident management, and business continuity processes.
- Develop and maintain strong relationships with key suppliers, IT, Fixed Line, and Offshore Back Office admin teams.
- Ensure service availability meets SLA, conduct service reviews, and drive continuous 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.
- Exceptional negotiation and communication skills.
- Ability to define problems, collate data, establish facts, and draw valid conclusions.
- In-depth knowledge of information systems used within our Front-line environments.
About Vodafone UK
Vodafone UK is a Great Place to Work, committed to driving inclusion for all and creating a workplace that is fully representative of the communities and customers we serve. We offer a hybrid working approach, allowing our people to work both in the office and at home, providing the flexibility and resources needed to succeed in their roles.
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