Service Improvement Manager
Vodafone
full-time
Posted on:
Location Type: Office
Location: India
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About the role
- Serve as the primary liaison for allocated Markets or Business units for ERP & Management Services.
- Gather requirements, insights and concerns related to EVO operations and support ongoing customer satisfaction analysis.
- Oversee SLA delivery, including quality assurance of service reporting and facilitation of regular Service Review meetings.
- Adjust ticket priorities based on business impact, SLAs and customer feedback.
- Manage Incident and Change escalations, including out‑of‑hours support for critical business issues.
- Review the service support model to ensure alignment with business needs.
- Coordinate communication flow into and out of the Market/Business and ensure clarity, accuracy, and relevance.
- Lead communication of Problem Root Cause Analysis and solutions.
- Initiate and manage Continual Service Improvement Plans, identifying high‑profile or recurring issues and ensuring appropriate follow‑up.
- Support onboarding and transition of new Markets or Services from project to hyper‑care and business‑as‑usual stages.
- Facilitate Hyper‑care Go‑Live Operations calls during the stabilisation period.
- Collaborate within the Service Improvement Management community to share insights and support team development.
Requirements
- Possess strong SAP process or technical knowledge.
- Comfortable navigating complex matrix organisational structures.
- Demonstrate cultural awareness and the ability to adapt communication styles sensitively.
- A collaborative team player with strong customer orientation.
- Able to interpret business and technology perspectives when resolving issues.
- Experienced in service management with familiarity in Remedy or similar systems.
- Proficient in English, both written and verbal.
- Skilled in stakeholder management, communication and facilitation.
- Highly organised and capable of performing effectively under pressure.
- Hold an ITIL Service Management certification.
- Knowledgeable about EVO ecosystem architecture, technologies and support groups.
- Able to deliver outcomes through cross‑functional collaboration.
Benefits
- The opportunity to work with diverse global teams across Markets, Group functions and technology partners.
- Exposure to high-impact service performance initiatives within the EVO environment.
- A role that strengthens leadership, communication and cross-functional orchestration skills.
- Experience in driving strategic improvements that influence business continuity and operational excellence.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SAP process knowledgeservice managementEVO ecosystem architectureincident managementchange managementproblem root cause analysisservice reportingcustomer satisfaction analysiscontinual service improvementstakeholder management
Soft Skills
collaborative team playercustomer orientationcultural awarenessadaptabilitycommunicationfacilitationorganizational skillsability to work under pressureinsight sharingcross-functional collaboration
Certifications
ITIL Service Management