Vodafone - Strategic Technical Service Manager/Lead - VBS CS

Role title: Strategic Technical Service Manager/Lead

Function: VGE India Service

Department: VBS

Reports to: Circle VBS Service Head

Location: Bangalore

Role purpose:

- To handle a team of Technical Service Managers

- To manage and safeguard revenues from identified Strategic India HQ in India

- Responsible for ensuring Vodafone Global Enterprise (VGE) meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS).

- Responsible for complete Customer Lifecycle experience in these accounts across Fixed and Mobility Services along with the Strategic Account Manager.

- This role interfaces with Customers with a Global presence at an executive level and Global matrix management at an Account level

- Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.

Key accountabilities and decision ownership:

- To manage FL Sub and Revenue Churn target for the list of allocated accounts

- To drive NPS and Customer SAT as per defined goals of the organisation.

- Responsible for Customer Experience improvements by ensuring implementation of Service Development and / or Improvement Plans in collaboration with our OpCo- s, Partners and Affiliates

- Accountable for Service Management portfolio for FL Line of business:

- Link Utilisation, Upselling, and Identification of new opportunities for Revenue generation.

Core competencies, knowledge and experience :

- Experience in national accounts enterprise service management & C Level interaction

- Experience in complex Design and Solution change management and operating in a matrix, fast moving and technical environment.

- Team leader, strong influence and relationship management skills, customer centric.

- Strong communication and conflict management skills

- Ability to multitask

Key performance indicators:

- FL Revenue Churn Target for India

- Drive National Service strategies in their accounts

- Account profitability & safeguard existing Revenues

- Drive NPS and CSAT across their set of customers

Direct reportees : Technical Service Managers and strategic technical service managers

Dotted reports : NHQ service managers nationally

Must have technical / professional qualifications:

- MBA and preferred Engineering background

- Enterprise Service and cross functional work experience of around 9-11 years

- Experience with a FL telecom player of repute in a similar position

- Good knowledge of Fixed and other communication technologies, technical sales background preferable

- Working Knowledge of Mobility, M2M, UC, Cloud and Hosting

- ITIL Certified

To apply for this position, please use the external Vodafone link