Incident & Service Manager

2 days ago

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

Job Summary

Vodafone UK is seeking an experienced 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, covering operational support, monitoring centre in Stoke, incident management, and business continuity processes.

Key Responsibilities

  • Lead the Stability team in Central operations, ensuring operational support, monitoring centre in Stoke, incident management, and business continuity processes are executed effectively.
  • Develop and maintain business continuity plans, including risk contingencies and mitigation plans.
  • Ensure service availability meets SLA, conduct service reviews with suppliers, and continuously seek improvements to operational service.
  • Manage relationships with senior managers, displaying exceptional negotiation and communication skills.
  • Define problems, collate data, establish facts, and draw valid conclusions to seek resolution.

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 to seek resolution.

About Vodafone UK

Vodafone UK is a leading telecommunications company that believes in the power of collaboration and connection. 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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