## Who we arennVOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology u0026 Transformation. nAs the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. nWe work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. n#VOIS #BeUnrivalled #CreateTheFuturenn## About this RolennWe are seeking a Service Improvement professional to act as the single point of contact for ERP u0026 Management Services across assigned Markets or Business units. The individual will oversee service performance, manage escalations, drive continual improvement, support hyperu2011care transitions, and ensure service delivery aligns with business expectations within the EVO ecosystem. This role requires strong stakeholder engagement, attention to service quality, and the ability to support operations in a complex matrix environment.nn## What you will donn * Serve as the primary liaison for allocated Markets or Business units for ERP u0026 Management Services.n * Gather requirements, insights and concerns related to EVO operations and support ongoing customer satisfaction analysis.n * Oversee SLA delivery, including quality assurance of service reporting and facilitation of regular Service Review meetings.n * Adjust ticket priorities based on business impact, SLAs and customer feedback.n * Manage Incident and Change escalations, including outu2011ofu2011hours support for critical business issues.n * Review the service support model to ensure alignment with business needs.n * Coordinate communication flow into and out of the Market/Business and ensure clarity, accuracy,



and relevance.n * Lead communication of Problem Root Cause Analysis and solutions.n * Initiate and manage Continual Service Improvement Plans, identifying highu2011profile or recurring issues and ensuring appropriate followu2011up.n * Support onboarding and transition of new Markets or Services from project to hyperu2011care and businessu2011asu2011usual stages.n * Facilitate Hyperu2011care Gou2011Live Operations calls during the stabilisation period.n * Collaborate within the Service Improvement Management community to share insights and support team development.nnnn## Who you arenn * Possess strong SAP process or technical knowledge.n * Comfortable navigating complex matrix organisational structures.n * Demonstrate cultural awareness and the ability to adapt communication styles sensitively.n * A collaborative team player with strong customer orientation.n * Able to interpret business and technology perspectives when resolving issues.n * Experienced in service management with familiarity in Remedy or similar systems.n * Proficient in English, both written and verbal.n * Skilled in stakeholder management, communication and facilitation.n * Highly organised and capable of performing effectively under pressure.n * Hold an ITIL Service Management certification.n * Knowledgeable about EVO ecosystem architecture, technologies and support groups.n * Able to deliver outcomes through crossu2011functional collaboration.nnnn## Not a Perfect Fit?nnConcerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.nn## Whatu2019s in it for younn * The opportunity to work with diverse global teams across Markets,



Group functions and technology partners.n * Exposure to highu2011impact service performance initiatives within the EVO setting.n * A role that strengthens leadership, communication and crossu2011functional orchestration skills.n * Experience in driving strategic improvements that influence business continuity and operational excellence.nnnn## What skills you will learnnn * Advanced service management and performance optimisation methodologies.n * Enhanced capability in stakeholder engagement across complex matrix structures.n * Strengthened skills in incident management, change governance and root cause analysis.n * Expertise in hyperu2011care operations and service transition frameworks.n * Broader understanding of the EVO ecosystem and multiu2011vendor collaboration.nnnn## VOIS Equal Opportunity Employer CommitmentnnVodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.nn## Join UsnnAt Vodafone, weu2019re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, itu0027s our human spirit, together with technology, that empowers us to achieve this. nWe challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. nWith us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.nn## AlertnnApply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.u201d n#JDEnhancedByTARAnn## Follow us on social media and #StayConnectednn * LinkedIn: https://www.linkedin.com/company/vois/n * Facebook: https://www.facebook.com/voisglobaln * Instagram: https://www.instagram.com/voisglobal/n * Chat with our employees: https://lnkd.in/dpkrcvR2nnn

📌 Service Improvement Manager (Pune)
🏢 Important Business
📍 Pune