Senior Service Lead

Location: South based- Regular travel to Farnborough & M4 corridor Salary: Excellent basic salary plus bonus and Vodafone benefits Working Hours: Full time 37.5 hours per week – Mon to Fri Who We Are We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK’s Critical National Infrastructure and public sector organisations. What you’ll do The Senior Service Lead will be responsible in leading and managing a practice of Service Management ‘experts’, ensuring their colleagues are supported, developed. This role combines both direct line management for a number of colleagues as well being a ‘manager of managers’. In addition they will drive continuous service improvement and service development, increasing overall customer satisfaction and improving customer relationship Net Promotor Scores (NPS). • Leads, manages and coaches a team within the Service Management organisation within VBSE. • Promote the VBSE Service Management team throughout VBSE & Vodafone and support the leadership team in VBSE and wider business where appropriate with improvement and/or business change initiatives. • Accountability for the delivery of end results of own work area within overall function plan. • Responsible/ jointly responsible for planning, finances/ budget and formulation of processes and standards. • Contribute to the setting of strategic plans. Create and manage the delivery of operational programmes • Create and manage the delivery of operational programmes. Who you are • Sound understanding of the underlying theories underpinning professional disciplines in the function – specifically, ITIL Service Management principles and best practice. • Strong communication skills to guide, influence and convince others (including customers, partners and third parties). • Excellent external communication is required (up to CxO level). • Experience of judgement based on analysis of factual and qualitative information in complicated or new situations. • Ability to analyse trends in order to improve customer experience. • Commercial awareness and industry knowledge (Secure & Defence) in order to contribute to the commercial objectives of the function. • Must have experience in writing bid responses and leading the service/operational elements of the bid to ensure we are successful in winning Security Clearance: This position requires the individual to hold UK Developed Vetting (DV) clearance. Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in. What we offer We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package withup to 28days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes.We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies. Together we can VodafoneUKare regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. #vodafoneuk #LI-Hybrid