Service Support Manager with German

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.

About this Role

We are seeking a Service Support Manager to join our Service Governance and Improvement team in Bucharest. This role supports the Service Manager in overseeing the operational performance of Group Products, with a focus on Vodafone Germany. The individual will be responsible for driving service improvement initiatives, analysing KPIs, managing onboarding activities, and ensuring effective communication across teams and stakeholders. The role also acts as a key interface for non-incident escalations and daily service engagement.

What you will do

• Ensure operational and delivery performance for Vodafone Germany, maintaining alignment with agreed service levels.
• Manage the service lifecycle in response to evolving business, technology, and operational needs.
• Monitor and respond to service-impacting events including incidents, problems, changes, maintenance plans, roadmaps, and risks.
• Drive performance improvements with third-party providers to enhance service quality.
• Take ownership of customer performance metrics and lead initiatives to achieve best-in-class service delivery.
• Maintain clear and consistent communication with the Service Manager regarding progress, challenges, and potential escalations.

Who you are

• Experienced in service management and network operations tools, processes, and practices.
• Demonstrates strong initiative and a results-oriented approach to resolving issues.
• Skilled in facilitation and influencing within a support organisation.
• Organised, process-driven, and efficient in planning and delivery.
• Proficient in Microsoft Office Suite.
• Fluent in English and German (C1-C2 level).
• Knowledgeable in Fixed, Mobile, Voice, and Data communications technologies and standards.
• Experienced in ITIL Management, with strong understanding of Incident and Problem Management.

Not a Perfect Fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Sounds like the perfect job? We've got even more to offer:
• Work from Home - hybrid approach
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education - we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• Flexible Vacation - Take time off when you need it, we trust you
• Special Paternal Program - 4 months of paid paternity leave

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don't meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you're excited about this role but your experience doesn't align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.
#_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.