Service Management Executive

Vodafone

Join our journey as we connect for a better future. Ready?

We are looking for a

Service Management Executive

#Vodafonespirit

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

ROLE PURPOSE

As a Service Management Executive(SM), you will build and maintain post-sales relationships with Vodafone's largest and most complex customers. These customers are typically large accounts adopting Vodafone enterprise solutions such as data, voice, security, cloud and messaging. As a trusted advisor, you will ensure successful implementations, ensuring that the customers serve as a positive reference and continue their business with Vodafone. Additionally, you will act as their escalation contact for support issues. SM's consult closely with customers to ensure their happiness with monthly service review meetings and customer focused projects such as proactivity, service improvement, standardization. 

SM's are expected to be customer-focused technical sales professional who provides guidance to customers.

You are also the customers' Vodafone guide and are accountable for identifying and directly addressing all business and technical issues.

Your place in the team

•    You will provide monthly service review meetings with customers, the presentation spans from incident/request ticket respond/resolution kpi’s to project highlights, utilisation reports for upsell and chronic incident investigation results and recommendations
•    Publishing meeting notes and coordination between cross-functional Vodafone support & business teams, which could consist of sales and support engineers to provide deadline for every item.
•    Manage and drive escalation requests from VIP customers
•    Provide clear and constructive feedback to customers during big incidents and function as a front-line resource for permanent solution
•    Manage projects for service improvement to provide proactive care, service improvement, inventory reliability and visibility

We are looking for you if you have

•    Excellent communications and interpersonal skills, including ability to interact and communicate with Senior Management Levels.
•    Demonstrated ability in customer-facing positions, preferably as a services consultant
•    A good enterprise infrastructure (Data, Voice, Security, Cloud) understanding - Cloud knowledge is definite plus
•    Understanding of the sales process is a plus
•    Strong organizational skills with an ability to juggle multiple clients in a single working week
•    Fluent in English and Turkish

‘’This role has a Hybrid  working model’’

Diversity and Inclusion

At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.