Vodafone Idea - Technical Service Manager - Enterprise Segment

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

- RNPS

- Retention

- 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