Senior Engagement Manager

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Business Area: VT IT Ops,Infrastr.&Techn.VOIS

Posting Country: United Kingdom

Full Time / Part Time: Full Time

Contract Type: Permanent

At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's 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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

At Vodafone, we're not just shaping the future of connectivity for our customers - we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

• Build and maintain strategic relationships with key customer stakeholders.
• Serve as the Single Point of Contact (SPOC) for technical escalations, ensuring timely resolution and alignment with customer priorities, Customer Advocacy and Opportunity Management:
• Identify and qualify transformational opportunities to enhance customer success, creating a pipeline aligned with strategic goals.
• Advocate for customer needs within the organization, ensuring alignment of services with business objectives working into coo-ordination with wider CX team
• Act as the escalation point during Business-As-Usual (BAU) operations, ensuring seamless delivery and service continuity.
• Collaborate with Global Service Leads and operational teams to resolve systemic issues and improve service performance.
• Establish and manage operational governance frameworks across the service lifecycle, driving accountability, transparency, and continuous improvement, Monitor and report on SLA and KPI performance, addressing gaps proactively in collaboration with ITSM

• Broad IT Knowledge: Strong understanding of IT domains, including service delivery, operations, and emerging technologies.
• ITIL Expertise: Familiarity with ITIL frameworks and their practical application to IT service management.
• Relationship Management: Demonstrated ability to establish trust and maintain strong stakeholder relationships.
• Action-Oriented: Reliable in follow-up and execution to ensure timely outcomes.

Financial: Input to BRMs developing and managing business cases, budgets, and financial metrics.

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.