Service Delivery Management Specialist
Vodafone Limited
Bucharest_001,Romania
32 zile în urmă

Be a member of a fast growing international organization! Vodafone Shared Services Europe is part of the Vodafone Group and operates in two EU countries as a commercial HUB for Vodafone activities all around the world with almost 3000 colleagues.

The Bucharest based centre started its operation in 2014. Now it serves as a centre for excellence in Technology, Customer Service, Fraud, Security Services and Finance hub.

Our Technology department is focused on Enterprise Product and Services, Infrastructure Management, Applications Operations and Customer Service Desk.

Using state of the art technologies, we are offering hi-tech solutions to Vodafone clients in 6 European markets.

The Budapest based centre started its operation in 2007. Now it serves as a Financial, Enterprise, Business Intelligence, HR and Sourcing HUB, continuously focusing on supporting and improving processes in 29 countries and offering solutions to 150+ Vodafone Enterprise Customers.

Join us in Romania and in Hungary and be the part of our global team, supporting Vodafone clients around the world.

Your day to day :

SDM is responsible for BAU Operations (ensuring the service is delivered as per agreed SLAs and KPIs) and for the financial governance of the provided service.

With these activities you will have a great impact on our business :

  • Be accountable for Services through all lifecycle stages, for a portfolio of (internal) customers
  • IT Service catalogue maintenance
  • Support growth of business from internal customers through strategic engagement and relationship
  • Understanding of the local market / group function IT strategy, business pressures / challenges
  • Identification of the business growth opportunities, creation of opportunities pipeline
  • Define and manage Service Levels Agreements as well as associated governance and project management; monitor and report service quality
  • Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction
  • Organize and manage the governance meetings between service operations and the internal customer (regular meetings, monthly SLA and financial reporting)
  • Ownership, preparation and execution of monthly governance meetings with the business partner / 3rd parties focussed on the discussion of the strategic questions, service performance highlights / low lights, pipeline, new opportunities, strategic initiatives, finances
  • With these skills you are a great candidate :

  • Service management, customer relationship management, internal / external stakeholders management
  • Financial governance
  • Education : Bachelor Degree; IT or Telecommunication background would be a plus
  • 5+ experience in IT Services (preferable in Telecommunication industry)
  • 5+ leadership experience with globally distributed teams
  • Must have the ability to grow business
  • Ability to establish mutual trusting and professional relationship
  • Sounds like the perfect job? We’ve got even more to offer :

  • Work from Home You can get to work remotely from anywhere you choose!
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus
  • Ongoing Education
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of an technology changing company
  • Flexible Vacation
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