VodafoneThree - Service Relationship Lead at Vodafone United States

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Full Time

Start Date

Immediate

Expiry Date

18 Feb, 26

Salary

0.0

Posted On

20 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Relationship Management, Customer Intimacy, ITIL Service Management, Risk Identification, Commercial Awareness, Team Management, Escalation Management, Analytical Thinking, Service Management Tools, Continuous Service Improvement, Stakeholder Influence, Presentation Skills, Resource Management, Problem Resolution, Virtual Team Leadership, Negotiation Skills

Industry

Telecommunications

Description

Working hours: Full time 37.5 hours per week - Mon to Fri The Service Relationship Management team own the service relationship within nominated customer accounts. As part of this role, you will also be aligned to a Sales Channel and be accountable for the end-to-end service experience for your customer channel either directly or by delivering through your team, and for developing your customer portfolio knowledge. Builds positive relationships at a senior level, including operating at a Cxx level within customer environment. Customer intimacy - ability to build customer relationships, understand their business, strategy, market environment, objectives, ambition and challenges. Sound understanding of industry standard professional disciplines specifically, ITIL Service Management principles and risk identification and management. Commercial awareness and industry knowledge in order to contribute to the commercial objectives of the function Direct Line management and matrix management of teams. Ability to own and manage escalations through to resolution. Ability to make judgements based on analysis of factual and qualitative information in complicated or new situations. Resource management - recruitment, forecasting, utilisation reporting and strong people performance management. Capable of driving the resolution of service performance issues impacting the function through the appropriate processes. Capable of creating and leading virtual teams at a senior level to resolve customer issues and drive service improvement. Able to identify and manage the exposure to risk, positive or negative, which may have an impact on the achievement of business objectives. Proficient in influencing and negotiating with senior stakeholders to a desired outcome. ITIL Foundation Certification, ITIL Expert desirable. Ability to present professionally and credibly to internal stakeholders and customers. Analytical and critical thinking. Experience of Service Management tools, processes and documentation, e.g. Service Development Plans/Continuous Service Improvement/Service Improvement Plans/Risk & Issue Logs

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Responsibilities

The Service Relationship Lead is responsible for managing the service relationship within customer accounts and ensuring a positive end-to-end service experience. This role involves building relationships at a senior level and driving service performance improvements.