SERVICE OPERATIONS AND CUSTOMER EXPERIENCE LEAD - PuneVOIS

## 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. #VOIS #BeUnrivalled #CreateTheFuture ## About this Role We are seeking a highly customer-focused Service Operations and Customer Experience professional to take end-to-end ownership of Secure Net services from an operational perspective. This role is centred on driving service excellence through strong stakeholder collaboration, data-driven insights, and continuous improvement of customer experience, service performance, and operational efficiency. The individual will act as a single point of contact for service-related matters while ensuring alignment with SLAs, OLAs, and non-functional requirements across the service lifecycle. ## What you’ll do * Design and define service frameworks including support models, SLAs, KPIs, and non-functional requirements * Lead end-to-end service ownership, ensuring service stability, performance, and continuous improvement * Manage SLAs and OLAs, including notifications, escalations, and governance * Coordinate operational readiness and assure quality for changes entering production * Monitor customer experience and service performance using insights, reports, and analytics * Drive service improvements based on incidents, operational challenges, and analysis * Conduct regular service review meetings with internal stakeholders, vendors, and markets * Act as the primary point of contact for service queries, issues, and escalations * Manage vendor and partner relationships, defining KPIs and ensuring service delivery alignment * Translate operational requirements into meaningful reporting frameworks and dashboards * Ensure non-functional requirements such as availability, performance, and resilience are implemented and tracked ## Who you are * A strong customer advocate with experience in consumer or customer products and a deep understanding of customer needs * Experienced in service ownership, including SLA and OLA management, escalation handling, and service governance * Skilled in leading cross-functional collaboration and driving a unified service mindset across delivery and operations * Commercially aware with a focus on optimising processes, automation, and value chains * An effective communicator with the ability to present service performance, risks, and insights clearly * Proficient in tools such as Jira, Confluence, and reporting platforms like Splunk or Dynatrace * Strong analytical capability to interpret service data, trends, and performance metrics * Technically knowledgeable in application servers, web servers, Unix, DevOps, CloudOps, and system architectures (two-tier, N-tier, cloud) * Experienced in vendor, partner, and operational company (OpCo) management * Familiar with Agile and Scrum methodologies * Knowledgeable in ITIL frameworks, including incident and problem lifecycle management * Capable of troubleshooting and understanding service architecture and alternative technical solutions ## Not a perfect fit? Concerned you...