Global Sr. Service Delivery Manager
Vodafone
APAC/Oceania, India, Bengaluru
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Salary
Rank
Senior Manager
Responsibility
Site Lead
Scope
Global
Workplace
100% in office
Functions
Customer Service
IT
Reports to
Level
N-1
Travel Max:
0%
Posting Date
01-14-2026
Description
We are seeking a Global Senior Service Delivery Manager to lead seamless service delivery across multiple geographies, supporting over 3,000 Vodafone Group customers. This role ensures operational excellence, drives customer experience improvements, and aligns global service lines with strategic objectives. The individual will champion transformation initiatives, embed Agile ways of working, and foster collaboration across regions to maintain Vodafone’s position as a digital leader.
Key Responsibilities
- Manage four service towers: Connectivity & UC, Technical, Mobility, and Enablement.
- Oversee KPIs, TNPS, and customer satisfaction metrics; implement improvement plans.
- Drive service transition and product onboarding processes.
- Manage revenue, cost control, and commercial strategy, including contract negotiations and budget planning.
- Ensure governance reporting, ISO9001 compliance, and P&L planning.
- Lead stakeholder and vendor management (e.g., CEVA).
- Champion digital platforms, automation, and continuous improvement initiatives.
- Handle escalation management and ensure robust business continuity planning.
- Provide leadership for a team of 10+ direct reports.
Qualification & Requirements
- 10+ years of experience in global service delivery and programme management.
- Strong analytical and strategic thinking skills with proven ability to manage complex escalations.
- Advanced proficiency in Excel and Power BI for data-driven insights.
- Excellent communication and presentation skills with a collaborative leadership style.
- Expertise in enterprise solutions and driving transformation initiatives.
- Certifications: ITIL v4 Foundation, PMP or PRINCE2, Agile (SAFe, Scrum Master or equivalent).
- Hands-on experience with ITSM tools (Jira, VGECO, ServiceNow, COVE, ICMS).
- Knowledge of operational systems, financial regulations, GDPR, and compliance frameworks
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.
Benefits
What’s in it for you
- Opportunity to lead global service delivery for a world-class organisation.
- Exposure to cutting-edge digital platforms and automation technologies.
- Work in a collaborative, inclusive, and innovation-driven environment.
- Influence strategic decisions and contribute to global service design.
- Competitive benefits and career growth opportunities within VOIS.
What skills will you learn
- Advanced leadership in global service delivery and transformation.
- Expertise in Agile methodologies at scale.
- Strategic financial and commercial management.
- Proficiency in BI tools and ITSM platforms for operational excellence.
- Continuous improvement and automation strategies for global operations.
Company Profile
Vodafone
Industry
Telecommunications
Revenue
$49.58B
Employees
104,000
Fortune 500 Rank
NA
Global 500 Rank
#302
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