Manager_ Lead_ Service Management Specialist_BLR

Responsible for delivering the best possible service experience for Standard Service Wrap (none service managed) 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. 

• Drive customer satisfaction whilst delivering the best possible service experience across Vodafone.
• Provide activity/reactive Service Management 
• Support customers by directing them towards Vodafone’s support model and any associated systems/processes.
• Own and maintain Service Inventories & any customer information used across the business.
• Provide support to the wider service community as and when required to meet customers deadlines
• Run & Manage Service Reviews with customers.
• Run & Manager Service Improvement plans supporting the Global Service Manager 
• Oversee continuous Service Improvement process
• Responsible for the production and updating of meeting minutes
• Assist with Escalation process only when service issues fall outside of BAU processes and procedures.
• Automotive/Telematics/Insurance Knowledge.
• OEMs & aftermarket knowledge.
• SVT, SVR, Emergency services handling.

• 5 + years of experience in a Service Management role (Customer facing role)
• Understanding of Telecommunications and Terminology
• Should have worked with Senior stakeholders
• Fixed, Mobility, IoT or Equivalent product/domain knowledge. 

Essential

BE/B-Tech, ITIL Foundation, Telecom Background & Product Knowledge 

Desired

Automotive/Telematics experience