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.

Service Quality and Lifecycle Manager 

Role purpose:
Within the world of Mobile Communication, technology is a key enabler. A consistent part of Vodafone success is based on the implementation and delivery of advanced and innovative services to its customers. Within Vodafone Group Technology, Infotainment has the responsibility to develop, deploy and operate strategic consumer services across the markets focussing on customer engagement, 3rd party integration for consumer services and (customer) identity solutions. Vodafone ID is the central enabler across Vodafone markets and services for identity and access management (incl. Know Your Customer functionality) and biometrics. The Customer Identity and Access Management (CIAM) platform is used cross channel (mobile apps, web and IVR) by Vodafone and 3rd party services. With a Decentralized Digital Identity platform based on Distributed Leger Technology Vodafone ID also provides a self-sovereign identity to customers and an identity to things and devices. The essence of the Service Quality and Lifecycle Manager le is to define and oversee service metrics and KPIs and drive service improvement initiatives to ensure the platform is performing at least within the agreed SLAs. Part of the role is also to use big data techniques to gather customer insights.

The Service Quality and Lifecycle Manager is part of the distributed agile team with specific responsibility to

• Define, measure and report on KPIs and SLAs
• Define the support model
• Manage the operational relation with service owners, partners and vendors
• Assess, plan and approve changes for Vodafone ID and to communicate them to stakeholders
• Create a data informed service and provide business and operational reporting dashboards
• Manage post incident reviews

The Service Quality and Lifecycle Manager will work closely with the offshore Service Manager and cross-functional scrum teams to ensure the non-functional requirements are implemented and to drive the operations team to ensure that incidents are followed up within SLA.

With us you will:

• Be accountable for definition of the Support Model o Be accountable for definition of Service Levels 
• Be responsible for Continuous Service Improvement activities
• Be accountable for communication of service quality throughout the organization – stakeholders from developers onshore and offshore to senior management in local markets shall have adequate levels of information to meet their needs. 
• Responsible for Creating a Data Informed Service – IDAM Platform and Service are designed to ensure the foundations for data informed actions through the lifecycle

Apply if you have:

• Deep knowledge of service design & service architecture and transition to live in complex organizations and telco based products and deep understanding of operational procedures and process standards
• Strong verbal and written communication skills to interact with stakeholders of diversified skillsets and seniority. Build long-lasting relationships 
• Familiar with Agile working principles 
• Leadership – ability to influence and drive changes through the delivery chain and various teams by continuously seeking improvements of the service to exceed customer experience 
• Strong decision making capabilities 
• Skilled in working with both local and remote stakeholders; skilled in working in multi-national and multi-location

Must have technical / professional qualifications:

• Deep understanding of data usage for decision making, ideally certified in at least one data visualisation tool (e.g. Splunk or Tableau) 
• >= 5 years professional work experience, ideally as Service Manager and Incident Manager 
• Knowledge of OpenID Connect and/or Mobile Connect is preferred 
• Strong communication skills and ability to act as technical SPOC interacting with other teams, Vodafone markets and external partners 
• Excellent Presentation Skills o Master of Science in Mathematics & Computer Science or equivalent.

Our commitment
Vodafone is committed to attracting, developing and retaining the best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too.
Ready?
#groupresourcing

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.