Network Operations/Service Assurance Mobile Lead

at  Vodafone

WHY WORK FOR US:

At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:

WHO WE ARE:

Vodafone is pioneering Ireland’s gigabit society. We are Ireland’s leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world’s largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.

ROLE OVERVIEW:

We are seeking a highly skilled and experienced Operations/Service Assurance Mobile Lead to join our dynamic team. The Mobile Lead will play a critical role in overseeing and optimizing the mobile operations and service assurance processes to ensure seamless customer experiences and drive operational excellence

ESSENCE OF ROLE – KEY ACCOUNTABILITIES:

Manage the Mobile RFP/Tenders process, including customer service testing, SIM and handset provisioning, and site service assurance.
Collaborate with Operations teams to provide support for customer service testing processes as needed.
Oversee SIM and handset provisioning processes and identify opportunities for improvement and optimization.
Coordinate with Service Assurance/INOC teams to ensure efficient site service assurance, including site visits as required before sale.
Lead customer level analytics initiatives, including identifying required tools and providing necessary training to team members.
Act as the primary point of contact (POC) for support to the VBU, ensuring dedicated support and effective triage processes.
Facilitate customer in-life service reviews and liaise with relevant teams to address any issues or concerns.
Conduct customer-specific analytics and provide insights to drive decision-making and improve service quality.
Manage provisioning processes, ensuring effective coordination with IT teams and identifying opportunities for automation and efficiency.
Support roaming activities, including monitoring customer performance and resolving related issues.
Oversee coverage-related queries, including BAU coverage inquiries, data speeds, repeaters, and compliance with CSF/DCR requirements.
Drive resolution of customer tickets, collaborating with internal teams and external partners as needed, and allocating budget for professional services when required