Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
Service Delivery Lead to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The Service Delivery Lead may perform technical tasks, such as troubleshooting technical issues, and perform administrative tasks, such as managing team performance and checking the quality of inventory. The main tasks of a Service Delivery Lead, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.
Key accountabilities and decision ownership:
• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
Core competencies, knowledge and experience:
• Strong customer service, project management, and quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.
Must have technical / professional qualifications:
• A Bachelor's degree in a computer science, software engineering, or another related field.
• Experience in customer service, leadership, and logistics may be advantageous.
• Good computer skills and the ability to use business support software.
Key performance indicators:
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.