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Incident Manager
2 months ago
About the Role
Vodafone UK is seeking a highly skilled Incident & Service Manager to join our team. As a key member of our operations team, you will be responsible for leading the Stability team in Central operations, ensuring operational support, monitoring centre operations, incident management, and business continuity processes are in place.
Key Responsibilities
- Lead the Stability team in Central operations, covering operational support, monitoring centre operations, incident management, and business continuity processes.
- Ensure service availability meets SLA, conduct service reviews with suppliers, and continuously seek improvements to operational service.
- Proactively or reactively raise issues and analyze underlying operational impacts affecting Commercial Operations and supported areas.
- Lead service reviews with key suppliers, internal and external teams, to review key KPIs and drive improvement.
- Review and maintain Business Continuity plans, including preparation of risk contingencies and mitigation plans.
Requirements
- Front-line or back-office or support function experience within an established call centre environment or customer-facing channel.
- Line management experience.
- Ability to effectively present information and respond to questions from groups of all levels of the business, managers, colleagues, and customers.
- Ability to manage relationships with senior managers, displaying exceptional negotiation and communication skills.
- Ability to define problems, collate data, establish facts, and draw valid conclusions and seek resolution.
- In-depth knowledge of information systems used within our Front-line environments, including the ability to monitor performance and manage outages.
About Vodafone UK
Vodafone UK is a leading telecommunications company that values diversity and inclusion. We are committed to 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.
