At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role title: Global Service Partner    
Function: VGE UK Customer Success Management
Department: Customer Success Management
Reports to: Senior Manager Commercial & Service Management    
Location: Various – business dependent

Achieve your ambitions. A world leading total communications company with operations in 100 countries is recruiting for Global Service Partners within Commercial and Service Management in Group Operations, where you will be taking a senior position and will be responsible for owning and managing the service relationship with Vodafone’s largest Enterprise Customers. 

Your skill in business to business relationship building and service management, combined with your knowledge of business communication technologies, will play a pivotal role in the growth of Vodafone Group Enterprise UK. You will have the opportunity to manage the region’s largest, high-growth accounts to nurture and grow a client-base from the world’s largest multinational businesses.

Your results-orientated approach will be supported by a collaborative environment where you can learn from seasoned telecommunications executives, benefit from world-class training and have the chance to build a successful, long-term career at a leading global brand. 

Role purpose:

This is a Senior Service Management position accountable for ensuring that Vodafone Global Enterprise UK meets, and exceeds, its service & contractual obligations to our high value strategic accounts.  Working alongside the Account Team to embed business relationships at the most senior level within our Customer base by developing and nurturing a key understanding of our Customer’s strategy and business model, evaluating these requirements against Vodafone’s Service Proposition and translating that into accountabilities based on Vodafone’s Sell, Build & Run operating model.

This role interfaces with external and internal Customers with a global presence at an Executive level, a local level and global matrix management at an account level.
 

You will be focused on continuous improvement the overall account-level experience across Vodafone’s Sell, Build and Run operating model and take accountability to jointly drive relevant business transformation in the pursuit of efficiency, service excellence, margin maximisation and growth.

Key accountabilities and decision ownership:
•    Ownership of the end to end contractual deliverables for Service in collaboration with Account Teams.  Provide direction on the service relationship for nominated accounts and a point of interface and accountability for all aspects of service delivery and assurance 
•    Provide Strategic leadership, customer performance reviews with team members underpinned by effective use of all resources
•    Lead best of breed ITIL compliant service improvement by ensuring the implementation of Service Development and/or Improvement Plans in collaboration with Customers and Vodafone OPAs (Operating Companies (OpCo’s), Partners and Affiliates). 
•    Ability to provide insights and trends within specific sectors and industries and consistently represents customer requirements into Vodafone with a drive for innovation
•    Consistently evaluates customer requirements against Vodafone’s Service Proposition capabilities and Vodafone’s Sell, Build & Run operating model with a view to representing the customer and driving Vodafone’s growth and future innovation 
•    Ensure all members of the team deliver an exemplary level of customer service, whilst being responsible for the protection of existing revenues and identification of opportunities in support of the Account Plan
•    Focused on ensuring that Client Service Propositions are fully funded by the customer and linked to overall profit and loss of the opportunity and/or account.

Core competencies, knowledge and experience:
•    Track record of global service delivery for global/international enterprise accounts, experience of leading customer facing forums with experienced business influencer and customer advocate, driving innovative change on behalf our customer
•    Demonstrable people management and leadership skills across a wide range of levels of experience and expertise.
•    Strong focus on delivery and attention to detail with strong personal skills around influence and being a person with tenacity and robust in nature
•    Curious about customers and demonstrates a deep insight into their way of thinking
•    Constantly thinks about future trends and growth strategies
•    Effectively translates and communicates ideas and requirements between internal and external parties 
•    International – lived and worked abroad or worked in a service management role for 8+ years.

What is the key to our success? It’s simple – our people. Across a Global footprint, we believe we’re at our best when you’re at yours. From our diverse workforce, our flexible working policies to our creative work spaces, we embrace a culture of learning and sharing to develop our next stage growth. It’s in our hearts to push forward, to create a better future, to never rest and find new ways that help people communicate. 

We are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded. We respect, value and celebrate our people’s individual differences - we are not only multinational but multicultural too.  Our excellent flexible benefits programme allows you to choose what’s right for you.  Our Vodafone Foundation gives the ability for our people to give something back. We embrace empowering our people to shape their world. 

The future is exciting. Ready?

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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