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Operational Excellence Manager

2 months ago

StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time

About the Role

Vodafone UK is seeking a skilled professional to lead our Stability team in Central operations, ensuring operational support, monitoring centre management, incident management, and business continuity processes are in place.

Key Responsibilities

  • Act as the key Service action owner for 3rd party suppliers, IT, Fixed Line, and Offshore Back Office admin teams.
  • Ensure Service availability meets SLA, conduct Service reviews with Suppliers, and drive continuous improvement.
  • 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 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 Great Place to Work, committed to driving inclusion for all, creating a workplace that is fully representative of the communities and customers we serve.