Sales Platforms Service Manager-Senior Manager

Who We Are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

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About This Role

We are seeking a Sales Platform Service Manager to ensure operational excellence and seamless service delivery across global sales platforms. This role involves managing offshore support teams, driving process improvements, and coordinating major incidents to resolution. You will act as the key point of contact for stakeholders, ensuring service level agreements are met and user experience remains uncompromised.

What You Will Do

• Manage the Global Business Support team relationship, ensuring resources are optimised and KPIs are achieved.
• Conduct monthly service reviews, analyse performance, and track against agreed SLAs.
• Communicate effectively across all levels, ensuring timely resolution of high-impact service issues.
• Act as the primary contact for stakeholder queries and escalations, approving platform change requests where necessary.
• Collaborate with business functions to enhance sales processes and enablement through system reviews and efficiency improvements.
• Own support process management, maintaining documentation and ensuring regular reviews.
• Oversee change request triage and allocate resources for monthly sprint testing.
  
  

Who You Are

• Experienced in working with offshore teams and managing global support functions.
• Strong background in sales and customer support, with operational credibility.
• Proficient in Salesforce or similar CRM systems and Configure, Price, Quote tools.
• Excellent decision-making and communication skills, with the ability to influence stakeholders.
• Minimum 3 years’ experience in the telecommunications industry and a degree in a quantitative subject or equivalent operational experience.
• ITIL service management qualification is desirable.
  
  

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

Whats In It For You

• Opportunity to work on global platforms impacting enterprise-level operations.
• Exposure to cross-functional collaboration and strategic decision-making.
• A dynamic environment that encourages innovation and continuous improvement.
  
  

What Skills You Will Learn

• Advanced stakeholder management and communication strategies.
• Expertise in global support operations and incident management.
• Deep understanding of Salesforce and ITIL-based service management practices.
  
  

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, its our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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