Service Management Delivery Lead_Bangalore (bangalore, IN) at Vodafone

About VOIS:

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
 
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
 
Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone

About VOIS India:

In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

Job Description:

Role purpose: 

As a Customer Success Manager, you will be responsible for executing a comprehensive customer success management strategy aimed at customer retention, churn mitigation, and driving the adoption and consumption of services. Your role will involve building and maintaining strong relationships with Standard/Enhanced Global Enterprise Customers (TCV 5-10M Euros) with presence in 4-5 countries (across Europe/Amercias/APAC), handling critical/financially customer impacting escalations, and addressing special requests related to performance, quality, and improvements to enhance the overall customer experience.

In this strategic role, you will leverage your deep understanding of telecom products and services, including connectivity, SD-WAN, cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Communications, to provide expert guidance and support to customers. You will utilize your commercial acumen to manage Profit and Loss (P&L) effectively, ensuring that customer engagements are not only successful but also financially viable. Additionally, you will employ your sales knowledge to identify opportunities for upselling and cross-selling, thereby driving revenue growth.

Your primary goal is to ensure that customers receive exceptional service and support, fostering long-term loyalty and satisfaction. By proactively engaging with customers to understand their needs, addressing their concerns, and providing tailored solutions, you will help them achieve their desired outcomes. You will also incorporate best practices from leading Customer Success organizations to continuously improve processes and deliver outstanding results.

You will drive end-to-end relationships with Vodafone B2B Customers, providing exclusive coverage of Vodafone Business Customer segments including MNCs, Secure & Corporate, Public Sector, and SMEs.

•    Customer Satisfaction Survey Strategy (NPS) - Developing strategies to enhance customer satisfaction, loyalty, and retention for all your accounts.
•    Representing Vodafone: You would be the focal point of contact for all product/service-related discussions meeting Senior Customer Stakeholders (key decision makers – VP, Head of Ops, Technology Directors, Account Team) face to face or virtually while representing Vodafone.
•    Relationship Management: A rapport builder nurturing deep, sustainable relationships with customers, ensuring long-term loyalty to Vodafone over other service providers.
•    Contract Management: Oversee operational and enabling functions to deliver exceptional service while meeting all contractual obligations.
•    Contribute to Sales and Revenue targets: Analyze areas to plug revenue leakages, suggest product upgrades, proactively identify cross-sell/up-sell opportunities, improve customer footprint by offering services during business expansion.
•    Performance analysis: Compile and analyze data to measure Product/Service performance while also identifying areas of improvement.
•    Supervising daily operations: Overseeing service performance from Service Ops and ITIL Functions to ensure smooth day-to-day operations.

Job Description:

•    Improve Efficiency: Enable your customer with digitalization strategies improving efficiency, identify ways to move away from manual tasks (reporting) allowing you to focus more on customer relationship building.
•    Problem resolution: Taking ownership of customer issues and ensuring they are resolved effectively.
•    Setting goals and standards: Establishing objectives and procedures for the customer service department.
•    Training and development: Providing training and resources to customer service agents to improve their skills and performance.

Key accountabilities (Role Description)

Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)

•    Drive customer satisfaction whilst delivering the best possible service experience across Vodafone – NPS.
•    Support customers by directing them towards Vodafone’s support model and any associated systems/processes.
•    Own and maintain Service Inventories & any customer information used across the business.
•    Provide support to the wider service community as and when required to meet customer’s deadlines.
•    Run & Manage monthly/quarterly Service Reviews with customers.
•    Oversee continuous Service Improvement process.
•    Responsible for the production and updating of meeting minutes.
•    Assist with Escalation process only when service issues fall outside of BAU processes and procedures.
•    Issue of regular and timely standard service reporting
•    Tracking and recording service credits
•    Support delivery teams with progressing on-hold orders
•    Data Analysis: Ability to analyze customer data and feedback to identify trends, measure performance, and suggest improvements.
•    Development and maintenance of standardized internal and customer documentation, processes, governance to support best practices.
•    Develop and maintain excellent working relationships with senior customers and the account team members.
•    Provide guidance and assistance to Service management analysts at work. 
•    Collaborating with product delivery, transition managers and project managers for delivering effective business solutions to customer
•    Responsible for driving and managing service lifecycle across sell-build-run. 
•    Accountable for regular service level achievement reviews with stakeholders. Service Single point of contact for stakeholders and 2nd level of escalation for operational issues. 
•    Schedules and conducts regular business and service performance reviews and documents progress of actions. 

KPI’s
•    Drive Account Profitability
•    Improve Customer Satisfaction
•    Drive Service Improvements
•    Drive Net Promoter score

Specifics for the role:

Work hours: According to Customer HQ

APAC: 7:00 to 16:00 IST
EU: 12:00 to 21:00 or 13:30 to 22:30 pm
Amercias: 21:00 to 6:00 IST

Team structure (highlight approx. number of direct and indirect reports) 

NA

Any additional lines of reporting this role is expected to have? Please specify.
None

Job Description:

Does the role require to work in shifts? YES

Does the role require travel? YES

If yes, please specify travel requirement: Rare

Passport/ VISA requirements (if any): None

Desired Profile (Overall & Relevant work experience, skills, technical/domain knowledge, Customer handling, Geographical exposure etc

Essential

•    6 + years of experience in a Customer Success Management role (Customer facing role – International Only)
•    Telecom Product Knowledge is a must have – candidate should be thorough with atleast one product line – Fixed line, Mobility, Cybersecurity, IoT, SaaS, MPN, Cloud, and Unified Comms.
•    ITIL 4 Certified with deep understanding of Service Lifecycle across Sales – Build/Delivery – Run
•    Customer facing skills – Great in communication and presentation, flamboyant in representing Vodafone and meeting Senior Customer stakeholders face to face.
•    Technology Understanding: Fundamentals of transmission (SDH, DE, DWDM), Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL, Fixed Voice and SD-WAN. 
•    Must be an Influencer – Collaborator with influencing skills to navigate through organizational teams.
•    Follows Agile ways of working – Agile Practioner
•    Conflict Resolution: Effectively handling conflicts and de-escalating tense situations with customers.
•    Experience in engaging and managing vendors/carrier. 
•    Financial Acumen: Must have knowledge on how to read PNL statements and contribute towards account profitability.
•    Empathy: Understanding and addressing customer concerns with patience and emotional intelligence.

Desired:

    Sales Background – Ability to Upsell/Cross-Sell Enterprise telecom products.
    Critical Thinking: Ability to think critically and make data-driven decisions to enhance customer success strategies.
    New Age technology knowledge - SDWAN Architecture, MPN, IoT – Connected Spaces, Automotive, Device Management
    Deeper Financial Understanding: PNL Creation, budgeting, and forecasting
    Digitalization and Automation: Knowledge on Power BI, SQL, Python to help automate manual dashboards for customers into digital ones.
    ITIL Intermediate:  Knowledge of Service Lifecycle Modules and Service Capability Modules
    Leadership: Leading and mentoring customer service teams, setting goals, and establishing standards.
    Adaptability: Being flexible and adaptable to changing customer needs and business environments.
    Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and achieve results.

Essential:

•    Education: Bachelor of Engineering in any discipline.
•    Technical/Product Certifications: CCNA/CCNP (Routing and Switching), AWS Business Professional, Azure Fundamentals.
•    Professional Certifications: ITIL Foundation, Prince 2 Foundation

Job Description:

Education/Technical/Functional qualifications and/or Professional Certifications: 

Desired:

•    Education: Bachelor of Engineering in Electronics and Communications, Computer Science
•    Technical/Product Certifications: CCNP – Routing and Switching, Azure Associate Admin, MERAKI CMNA. JUNIPER Network Design Associate, AWS IoT Defender Primer
•    Professional Certifications: ITIL Intermediate – Service.
•    Language Skill: Any EU or Asian language (German, Spanish, French, Mandarin, Japanese) skill will be an added advantage.

Behavioral/ Personality Specifications required (few examples of aspects that may be covered are listed below)

    Communication Skills: Excellent Orator who can effectively communicate with Global/International customers and Vodafone internal teams, explaining complex technical concepts in simple terms.

    Customer Advocacy: Acting as the voice of the customer within the organization, ensuring their needs and feedback are heard and addressed.
    Leadership: Leading and mentoring customer service teams, setting goals, and establishing standards.
    Critical Thinking: Ability to think critically and make data-driven decisions to enhance customer success strategies.
    Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and achieve results.
    Adaptability: Being flexible and adaptable to changing customer needs and business environments.
    Continuous Learning: Staying updated with the latest industry trends and best practices to continuously improve skills and knowledge.
    Accountability: Proactive with a desire to take ownership and drive for best in class product and service experience.
    Data Analysis: Ability to analyze customer data and feedback to identify trends, measure performance, and suggest improvements.
    Continuous Learning: Staying updated with the latest industry trends and best practices to continuously improve skills and knowledge.
    Collaborate and work effectively with cross-functional teams across the globe.
    Resilient and Flexible – Ability to understand customer impact during service disruption and can go above and beyond to improve CX.
    Evidence of being a self-starter and ability to work under pressure.
    Organization and time management skills essential.
    Resilience and the ability to work under pressure, and to pressing deadlines / SLAs.
    Personal accountability and commitment to achieve.
    Disaster recovery support

• Communication 
• Leadership/ Team Handling experience
• Language skills
• Vodafone Way:
  Speed 
  Simplicity
  Trust
  Innovation hungry
  Customer Obsessed
  Ambitious & Competitive
  One Company Local Roots