National Service Manager - Vodafone - New York, NY

VSSW02107

We are a world leading communications company delivering

total communications solutions to customers across Europe, the Middle East,

Africa, Asia Pacific and the Americas. In fact, we operate in over 100

countries and are rapidly expanding our US presence.

Vodafone in the Americas currently employs over 500

people to serve existing customers and facilitate our expansion, primarily in

the US. Expansion for us means

investment in key products and services that will enable Vodafone Global

Enterprise (VGE) to extend its capability into the US market, with additional

presence in Canada, Mexico, Brazil and Argentina. This expanded global

presence enables Vodafone’s total communications portfolio to be sold to our

existing multi-national customer base, for customers with headquarters and

subsidiaries in the US. Vodafone will become a leader in total

communications in the US by strengthening our global propositions for IP-VPN,

M2M, Converged Communications and Hosting.​

Vodafone provides all of the speed, growth and

excitement of a start-up, with the financial backing and footprint of a firmly

established global corporation. This is

your chance to join a truly international team. You’ll broaden your exposure

and gain insights from a wide range of perspectives. Equally important, you’ll

also have the chance to build a successful, long-term career.

The Career Opportunity

Right now we’re looking for proactive self-starters

with a background in customer support and service management to join our

expanding Customer Presales & Service organisation.

Working as an NSM for the Americas region you will

be part of a dedicated Service Management team responsible for ensuring VGE

meets all of its Service Obligations to a portfolio of allocated customers by

providing a superior in-life customer experience.

You will be responsible for the end-to-end customer

service relationship for a portfolio of up to 10 VGE customers, taking accountability

for meeting the agreed service terms and conditions and meeting all service

metrics. You will also work across a number

of internal teams and functions, including taking responsibility for managing

the overall internal service relationship with the National Account Managers

for their accounts. You will ensure that

Vodafone understands the overall regional requirements for the sales teams and

that the Customer Pre Sales team deliver on their commitments to the account

base.

Some of your key accountabilities will include:
Acting as an escalation point for Customers; owning and managing

escalated issues through to resolution.

Take individual ownership of up 10 accounts across Vodafone Americas,

primarily in the US.

Articulate the Vodafone Service Proposition and build customer

confidence, working cohesively with Vodafone Sales, Operations and Account

Management teams.

Providing support to the Global Service Manager in developing global proposals,

incorporating all local service elements.

Monitoring service performance during service implementations and providing

customers with detailed reporting on service performance.

Measuring and monitoring service performance, including SLA measures,

and ensuring that service reports are produced and delivered within the agreed

timescales.

Contributing to Service and Performance Reviews.

The

Candidate Profile

This role requires a confident completer finisher

with excellent communication, networking and problem-solving skills. You

will be comfortable interacting with customers and colleagues at all seniority

levels and be passionate about understanding the customer needs, challenges and

business goals in order to deliver the very highest quality of customer service

and support.

As an NSM at Vodafone your key skills and experience

will include:
A general knowledge of the Telecommunications industry, fixed and/ or

mobile services, or the high-technology industry is essential.

Being customer obsessed with the ability to demonstrate a deep insight

into the customer way of thinking.

Having the ability to articulate the customers’ perspective in

easy-to-understand ways, bringing a unified understanding to colleagues.

Constructively challenging the status quo with a focus on customers, NPS

and profitability.

Driving improvements to business processes with a can-do attitude when

working in a demanding and challenging environment.

Being able to design and implement new processes and procedures whilst having

the ability to identify new opportunities within the account.

You will:
Be a self-starter.

Have first-class communication skills and be experienced in customer

interactions, whether it is face-to-face, over the phone or via written communication.

Possess excellent people skills with the ability to manage and

coordinate multiple parties during the escalation process.

Be passionate about problem-solving with the ability to have challenging

conversations in order to reach a successful resolution.

Always be proactive with your accounts – understanding the needs and challenges

of the customer is essential in order to anticipate and resolve problems quickly

and efficiently.

Have strong planning and organisation skills, as well as being adaptable

to change.

ITIL service management or Prince project management experience is also

highly desirable.

Commitment

from Vodafone

Vodafone is committed to attracting, developing and

retaining the very best people by offering a flexible, motivating and inclusive

workplace in which talent is truly recognised, developed and rewarded. We

believe that diversity plays an important role in the success of our business

and we are committed to creating an inclusive work environment which respects,

values, celebrates and makes the most of people’s individual differences – we

are not only multinational but multicultural too. At Vodafone you will have

access to our outstanding flexible benefits programme that you would expect

from any global company.

We’re a brand that loves change – if

it’s not happening naturally then we’re creating it ourselves. It’s in our DNA

to push forward, to create a better future, to never rest and find new ways

that help people communicate. That’s the lifeblood that runs throughout

Vodafone; we are driven to empower people. To find that spark that

empowers

you

is why we are in business – that’s what we mean

when we say ‘power to you’.

It is the policy of Vodafone to provide equal employment opportunities

for all individuals without regard to race, sex, age, religion, color, national origin,

disability or veteran status. No Relocation or

visas are supported.