Vodafone

Global Senior Service Delivery Manager

Vodafone

full-time

Posted on:

Location Type: Office

Location: India

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Job Level

Senior

Tech Stack

ITSMPMPServiceNow

About the role

  • Manage four service towers: Connectivity & UC, Technical, Mobility, and Enablement.
  • Oversee KPIs, TNPS, and customer satisfaction metrics; implement improvement plans.
  • Drive service transition and product onboarding processes.
  • Manage revenue, cost control, and commercial strategy, including contract negotiations and budget planning.
  • Ensure governance reporting, ISO9001 compliance, and P&L planning.
  • Lead stakeholder and vendor management (e.g., CEVA).
  • Champion digital platforms, automation, and continuous improvement initiatives.
  • Handle escalation management and ensure robust business continuity planning.
  • Provide leadership for a team of 10+ direct reports.

Requirements

  • 10+ years of experience in global service delivery and programme management.
  • Strong analytical and strategic thinking skills with proven ability to manage complex escalations.
  • Advanced proficiency in Excel and Power BI for data-driven insights.
  • Excellent communication and presentation skills with a collaborative leadership style.
  • Expertise in enterprise solutions and driving transformation initiatives.
  • Certifications: ITIL v4 Foundation, PMP or PRINCE2, Agile (SAFe, Scrum Master or equivalent).
  • Hands-on experience with ITSM tools (Jira, VGECO, ServiceNow, COVE, ICMS).
  • Knowledge of operational systems, financial regulations, GDPR, and compliance frameworks.
Benefits
  • Opportunity to lead global service delivery for a world-class organisation.
  • Exposure to cutting-edge digital platforms and automation technologies.
  • Work in a collaborative, inclusive, and innovation-driven environment.
  • Influence strategic decisions and contribute to global service design.
  • Competitive benefits and career growth opportunities within VOIS.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service deliveryprogramme managementdata analysisbudget planningcontract negotiationsP&L planningdigital platformsautomationcontinuous improvemententerprise solutions
Soft skills
analytical thinkingstrategic thinkingcommunication skillspresentation skillscollaborative leadershipescalation managementstakeholder managementvendor managementteam leadershipcustomer satisfaction
Certifications
ITIL v4 FoundationPMPPRINCE2AgileSAFeScrum Master