The Service Delivery Manager (SDM), will be accountable to develop and drive the implementation of the Service Level and Quality Assurance framework for the relevant programmes within his/her portfolio. On the one hand the SDM will be working internally with the infrastructure team to ensure the production is aligned with the delivery targets whilst, on the other, the SDM will interact with the relevant VT customers ensuring the fulfilment of the operational SLAs in line with contractual expectations.
What you’ll do- Act as technical account to ensure service delivery and quality assurance for key VT customers
- Identification of the key performance and contractual indicators for different VT customers
- Definition of the service level framework and monitoring process
- Work with the infrastructure team at establishing relevant production control processes supporting service level frameworks
- Identification of risks that may lead to contractual breaches / penalties and definition of mitigation strategies involving relevant internal stakeholders
- Define and drive operational efficiency initiatives with the objective of streamlining operations, e.g. co-location requests lead-time reduction
University / Master’s degree, preferably in Engineering
10+ years’ experience in the TelCo industry
Solid TelCo infrastructure knowledge
Customer focussed and data-driven
Sound programme delivery / programme management experience
Strong communicator and robust stakeholders’ management skills
Business acumen and good understanding of key business drivers
Proven track record of large-scale programmes successful delivery
Programme Management certifications as a plus
Fluent in spoken and written Portuguese and Business English
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.
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