Who we are:
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
- As 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.
- We 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.
- #VOIS #BeUnrivalled #CreateTheFuture
About this Role:
We are seeking a highly customer-focused Service Operations and Customer Experience professional to take end-to-end ownership of Secure Net services from an operational perspective. This role is centred on driving service excellence through solid stakeholder collaboration, data-driven insights, and continuous improvement of customer experience, service performance, and operational efficiency. The individual will act as a single point of contact for service-related matters while ensuring alignment with SLAs, OLAs, and non-functional requirements across the service lifecycle.
What you’ll do:
- Design and define service frameworks including support models, SLAs, KPIs, and non-functional requirements
- Lead end-to-end service ownership, ensuring service stability, performance, and continuous improvement
- Manage SLAs and OLAs, including notifications, escalations, and governance
- Coordinate o
📌 Service Operations and Customer Experience Lead (Pune)
🏢 Vodafone
📍 Pune