Service Delivery Manager - Telecom

Role purpose:

As Service Delivery Manager, the goal is to drive customer satisfaction and loyalty by strategically steering the fulfilment, order management and provisioning teams in India and foster a customer-centric culture within the organization for all supported local markets. This role will guide the business in improving service targeting faster go to market and order to cash processes to accelerate revenue growth strategic objective of Vodafone Business, reducing risks of delivery on Customer promise and onboarding thereby contributing directly to Vodafone's success and reputation in the telecom industry.

This role will also be accountable to

1. Leverage the technical expertise in new-age and legacy telecom products.

2. Simplification of the service through Business process transformation enablers and operational tactics and consolidation

3. Influence business decision-making across multiple organizational levels, aligning the company's strategic initiatives with partners' needs.

4. Promote learning and development programs that continuously improve skills, benefiting our colleagues and business growth.

Key accountabilities and decision ownership

[max 5]:

- Management of the delivery teams to ensure compliance to meet performance targets (KPIs) and ensuring service levels (SLAs) are achieved for all the services.

- Spotting leadership talents from within the teams, Selection, and development of the middle management.

- Conduct performance reviews in accordance with the company policy.

- Develop and improve the existing processes, procedures, work instructions, human capability and tools using agreed methodologies and frameworks to achieve greater efficiency and effectiveness.

- Review of all necessary reporting to ensure the teams meet operational, Performance Measurements

- Point of escalation for all partners.

- Drive Partner engagement (PSAT) to make _VOIS the partner of choice for Group and Local Markets.

- Identify opportunities to bring growth within B_VOIS improving penetration in Local Markets..

- Drive digitization and automation using Agile practices to derive efficiency while up-skilling team members to make them future ready.

- Set up Performance Management framework through breakthrough objectives and competitive KPIs.

- Contribute to Org's Value targets

- Manage critical partner escalations.

- Handle budgeting and forecasting.

Core competencies, knowledge, and experience [max 5]:

- 14+ years of experience in Customer Success roles while supporting complex products and ensuring that Teams meet contractual obligations while catering across service Lifecyle of various enterprise - IOT, Mobile and Fixed-line Products.

- Excellent Mobile and Fixed-line Product Knowledge with highly developed knowledge in ITIL.

- Strong leadership background with proven 10 years of experience in leading and managing large teams through different levels.

- Strong Business Acumen with proven min 10 years of experience in stakeholder management.

- Extensive Experience in Digital Transformation through process transformation and deploying different techniques for automation for different processes related to Vodafone Business Customers.

Must have technical / professional qualifications:

- Bachelor's degree in Business, Telecom, Computer Science, or a related field. An MBA or related advanced degree is preferred.

- 12+ years of experience in leading teams, account management, or similar roles, preferably in the Telecom industry.

- Proven leadership skills with the ability to manage, mentor, and grow a team.

- Strong understanding of legacy and new-age telecom products such as IoT, Fixed Network, SDWAN, Mobility, and 5G.

- Exceptional strategic thinking and problem-solving skills.

- Excellent communication and interpersonal skills.

- Proven track record in Service delivery and Business process transformation

- Ability to collaborate effectively with cross-functional teams, technology departments and 3rd parties

- Strong customer orientation and commitment to customer satisfaction.

Desired certifications:

- ITIL 4

- Project Management Certifications (PMP, Agile, Scrum etc.)

- Niche Technology credentials (Networks, Cloud, IoT, Data Analytics, AI/ML) is a plus

Budget owned: yes 3 M Euro/ann

Key performance indicators [max 3]:

- Net Promoter Score & Partner Satisfaction

- Efficiency and transformation targets

- Quality of Partner Service Support role outputs

- Drive Value beyond arbitrage Direct reports:

Direct reports - 7 to 9

Dotted reports: 120 FTE