Service Manager - Portuguese and Spanish Speaking

Hello there! We're Vodafone Intelligent Solutions (also known as _VOIS) and we're looking for a

Service Manager - Portuguese and Spanish Speaking

Your role in a nutshell:

To play a crucial role in ensuring that assigned customers are satisfied with the services the company provides to them. To take accountability for remotely managing multiple Enterprise or Local Market customer accounts across numerous global regions and technical solutions, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements during in-life support. To work closely with different teams in order to provide an outstanding managed service to customers. To manage third parties (internal and external) on behalf of the supported customers.

What you'll do:

• Is the central and key contact point for the customer owning the end-to-end service relationship during Service lifecycles.
• Owns the service review meetings and joint escalation calls with suppliers and support groups.
• Drives resolution of incidents and problems according to pre-specified SLAs.
• Manages customer complaints, problems and defects, releases, customers' orders, business process improvements.
• Updates the relevant systems and provides required reports.
• Liaises with both external and internal complementary partners within the relevant service support system.
• Manages the performance of different suppliers and support groups, and their adherence to the contract.
• As part of the performance evaluation and reporting processes, monthly evaluates customer ticket trends in order to understand the customer's pain points, identify and own actions to improve customer satisfaction with reasonable effort.
• Supports the Account Team/ the Global or Local Service Manager (where available). Works closely with the Global Service Manager to develop - when needed - a global service approach as well.
• Manages processes aligned with ITIL including Service Level Management, Change Management and Continuous Service Improvement, where contractually committed.
• Supports his/ her line manager in coaching colleagues

What you will bring to the team:

• fluent English, Portuguese and Spanish language knowledge
• ITIL v3 Foundation knowledge
• experience in working with fixed line/ mobility technologies
• operational background in a technical role
• experience in KPI reporting
• experience in orchestrating a multi-partner environment
• experience in managing customer expectations and driving service improvement projects
• communication skills
• negotiation skills
• ability to manage customer relationships/ expectations
• ability to work under stress

In return we provide you with:

• A dynamic environment where innovative ideas are always welcome
• A collaborative community where your professional goals and work are supported by a diverse team
• Access to internal and external trainings via other providers
• A supportive internal coaching and mentoring culture
• Corporate assets including a laptop and mobile phone with One Business Mobile Superior subscription (unlimited voice, text message, and data within the EU)
• Cafeteria package
• Private Medical Services
• Employee Assistance Program to support your well-being and mental health
• Life and accident insurance
• You can work remotely overseas for 20 days a year
• 16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption
• You and your family members can enjoy several discounts from our partners
• You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week

What you need to know about us

We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then VOIS is the place for you.

#movewithus #VOIS #_VOIS #VOISHU #LI-Hybrid

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.