Responsible for ensuring Vodafone Global Enterprise (VGE) meets all of its Service Obligations to the allocate financial customer ensuring retention, profitable growth and customer satisfaction (NPS).
The Global Service Manager will ensure that Vodafone continues to add value the allocated account by understanding the needs of the customer, establishing strategic relationships, managing the service level commitments and proactively driving improvement.
This role interfaces with Customers with a global presence at an executive level, at a local level and global matrix management at an account level. Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.
His/her role is to manage and lead a team of Client Service Managers (CSMs), providing direct line management support as well as guidance and advice to enable them to effectively manage the contracted services.
Key accountabilities and decision ownership
Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship
Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers
Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates service fulfilment personnel, and the Global Account Manager
Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Vodafone profitability
Key performance indicators:
Global wide NPS and ENPS
Global wide account profitability metrics
Service and process optimisation to improve our Cost to Serve whilst mitigating/reducing service credit penalties
Identifying cross sell opportunities to enhance the service experience Core competencies, Knowledge and experience
Customer obsessed, able to nurture and manage deep customer relationships on all levels
Excellent ‘c’ level communication, stakeholder , influencing and relationship skills
Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure. Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer
Deep knowledge of technologies across all of telecommunications
Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
Experience in managing service for financial organizations.
Competencies Experience and Qualifications
3 yrs+ experience leading sales teams of at least 20 FTE
Proven Sales Success; min 5 yrs
Experience with managing budgets of 100ME
Experience working in multinational matrix organizations
Ability to think strategically and drive sales transformation programmes
Deep work experience in Telecommunications / IT Industry
Track record of global service delivery for global/international enterprise accounts
International – lived and worked abroad or worked in a service management role for 8+ years.