Posted on :
5 Dec, 2017
5 Dec, 2017
To manage the end to end customer service relationship for Vodafone Global Enterprise customers across Vodafone operating companies, affiliates and partners in the Africa region. Has end-to-end accountability for aligned service to agreed terms and conditions, and works with local personnel to meet all service metrics.
Responsible for ensuring Vodafone Global Enterprise meets all of its Service Obligations to allocated Customers.
Responsible for ensuring customers understand and deliver on their commitments and obligations to allow Vodafone to deliver to it’s obligations
Job Title: Regional Service Manager
Responsible for the strategic service management of a number of VGE accounts and ensure Vodafone delivers it’s Service Commitments to those Customers
Establishes strong service relationships with customers and leverages those relationships to ensure maximum financial return from Vodafone customers
Manages global customer relationship through matrix management of a Service Management team.
Works collaboratively with account teams to provide direction on the service relationship for nominated accounts
Responsible for Customer Satisfaction through the provision of high levels of service
Inputs to decisions on new propositions, product mix and services for customers
Consulted on Customer specific service related content within proposals submitted to customer, both in response to requests for proposal (RFP) and proactive (unsolicited).
Track record of global service delivery for global/international enterprise accounts
International – lived and worked abroad or worked in a service management role for 8+ years.
Deep knowledge of mobile data application development and operations
Deep focus on operational and service fulfilment issues
Ability to lead in a high-growth, high-uncertainty environments
Ability to manage an international and distributed virtual team, and form strong internal relationship
Team player, strong influence and relationship management skills, customer centric.
Strong communication and decision making skills – ability to balance conflicting interests