Global Service Manager

Vodafone Telekomünikasyon A.Ş

• BSc. degree in Business Administration, Industrial Engineering or similar fields
• Minimum 8 years of experience
• Customer Relationship: Customer obsessed, able to nurture and manage deep customer relationships on all  levels
• Excellent ‘c’ level communication, stakeholder , influencing and relationship skills
• Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure.  Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer
• Deep knowledge of technologies across all of telecommunications
• Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
• ITIL certification (nice to have)
• Track record of global service delivery for global/international enterprise accounts
• International – lived and worked abroad or worked in a service management role for 2+ years.

İŞ TANIMI

• Responsible for ensuring Vodafone Global Enterprise (VGE) meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS).
• Working in partnership with the Account Team to embed business relationships at senior level within our Customer base by developing and nurturing a key understanding of our Customers’ strategy and business model and translating that into VF accountability.
• This role interfaces with Customers with a global presence at an executive level,   at a local level and global matrix management at an account level.  Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.
• Day to day leadership of the Service capability aligned to nominated accounts
• Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers
• Lead continuous service improvement by ensuring the implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
• Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates and the Global Account Manager
• Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Vodafone profitability
• Capability to develop and improve processes.
• Deep knowledge of ICT business in Turkey
• Preferred interlock with all the function of the OpCo

• Global wide NPS  and  ENPS
• Global wide account profitability metrics
• Service and process optimisation to improve our Cost to Serve whilst mitigating/reducing service credit penalties
• Identifying cross sell opportunities to enhance the service experience