Corporate HR at Vodafone Idea
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Vodafone Idea - Technical Service Manager - Enterprise Segment (8-10 yrs)
Role : Technical Service Manager
Function / Department : CS - Fixed Line - OTT & Telco
Location : Corporate
Job Purpose :
- Technical Service Manager is the single point of contact for Enterprise customers to manage the Customer life cycle management and ensure overall service experience to be No. 1 in NPS for Fixed Line.
- He will drive Cross function engagement with in COG, Circle Network, Delivery teams for customer experience enhancements
- Vodafone Idea believes in providing superior experience to all Customers and technical Service Manager shall represent the brand VIL to the customer.
- He is responsible to retain and enhance revenue through service experience.
Key Result Areas/Accountabilities :
- Service Level Compliance as per the customer contracts
- Service Revenue - Upsell
- Monthly Customer engagement
Core Competencies, Knowledge, Experience :
- 8-10 years of experience in handling Fixed Line - Enterprise Customer for B2B segment. Minimum 8 years of relevant experience.
- Domain knowledge of Telecom - specifically from Network Operations.
- Should have handled customer across the globe by working collaboratively with multicultural functions.
- Should have good People Management skills - Should have ability to influence and lead people working in a Matrix organization
- Ability to manage in dynamic, high- growth, high- uncertainty environments and enable best fit solution
Must have technical / professional qualifications :
Desired Competencies/ Skills :
- Powerful influencing/ negotiation skills, effective relationship management skills.
- Should possess ability to get - Quality angle on all Operational parameters
- Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography.
- Strong communication skill and ability to manage Head - level (Customer) engagement.
Educational Qualifications :
- Bachelor in Engineering Degree
- ITIL Certification on Foundation
Years of Experience : 8-10 Years
Industries to look from : Telecom ( B2B), IT, ITES, OTT, ISP