Role Purpose Responsible for delivering the best possible service experience for customers. Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone's contractual commitments Who you are . Performs tasks related to the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer) . Supports the team to deliver activities related, but not limited to continuous improvement of the customer service, managed via Service Improvement plans . Supports service reporting, trending and presentation at service reviews by delivering administrative activities . Ensures client service experience is forefront of activities . Delivers assigned tasks ensuring Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews . Delivers tasks assigned by superiors related to the identification of the business growth opportunities and creation of opportunities pipeline . Supports with the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle . Receives and manages service escalations and manages the customer improvement plans to ensure customer satisfaction . Effectively interacts with colleagues in generating, updating and managing account plans and account development plans . Maintains the relationships with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer . Demonstrates a good understanding of service management and delivery procedures and concepts through extensive experience . Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas. Desired Profile 5 + years of experience in a Service Management role (Customer facing role) Understanding of Telecommunications and Terminology Should have worked with Senior stakeholders ITIL foundation Fundamentals of transmission devices (SDH, DE, DWDM), Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL and Fixed Voice. SDWAN Architecture (Specific to customers who run services via SD WAN Solution) Telecom Background Basic understanding of LAN WAN technology and Knowledge of carrier level network topologies. SDWAN Architecture (Specific to customers who run services via SD WAN Solution) Service level management Educational Qualification Essential BE/B-Tech, ITIL Foundation Desired CCNA Trained/ Certified, Telecom background (Preferred) Other details Designation - Deputy Manager Work mode - Hybrid. work location - Bangalore
