Role profile

The Cloud & Automation (C&A) senior manager enables the customer services organization to deliver triage, diagnostics & resolution in form of automation where conventional troubleshooting requires extensive transactional workloads. Abstracting the network in form of a logical structure or code & addressing them to resolve customer issues, enhance the proactiveness and drive a strong automation strategy forward for both the legacy as well as SDN based networks is a key deliverable for this role. The C&A Senior Manager will also work very closely with the Products & Platform Engineering (PPE) teams of Vodafone to align to the wider Vodafone Technology strategy in the software development area, to conform to Vodafone standards. The role’s primary purpose and head start work would be to run the Prosimo network services in the Intelligent Operations space till this is harmonized in a domain model or is established to run this in Intelligent Operations for the foreseeable future. While the primary workstack shall be technical operations, there will be options pursued to drive forward build related automation support that shall be used for automated service catalogues and more.

The C&ASenior Manager shall also work closely with the customer, internal Service Management team, Customer Operations and where needed, shall facilitate running forums to assist with the technical deal governance working closely in the Technical Management fabric to help architect fixed opportunities through automation where standard products or customer specials cannot be serviced without additional specials.

Key accountabilities (Role Description)

Owner of Prosimo Cloud networking technical owner in VBTS for customer operations and drive network automation strategy for customer operations

Work on new customer opportunities to enable an edge for VBI as well as transform current complex network environments through code & automation.

With disruptive propositions that Customer Operations could innovatively add to support VBI in partnership with PPE, there shall be a great transformation that is expected. In addition, Prosimo, that is going to transform the cloud networking approach, the role is expected to bring big benefits to Vodafone Business.

There shall be great level of engagement across these three interfaces as there is a massive need to bring customer requirements to table beyond standard offerings

The role would manage resources in the UK with a pool of apprentices and graduate and hence this is equally heavy on teamwork and leadership too

This role is all about Innovation & Change from legacy monolithic block of operations to the next generation Intelligent Operations that would be built on TMForum framework to set the stage before we move into AIOps framework. Items such as IaC / Infrastructure as a Code and by adopting Network Reliability Engineering as such

Essential

• Telecommunications and IT service models and their practical application
• ITIL foundation qualified
• Business processes design and documentation
• Experience in escalation of incidents to, and in driving incident resolution with, technology vendors / OLO / Third party suppliers.
• Broad experience of continuous: Process, Systems, and Capability improvements
• Preferably Degree educated or equivalent. MBA preferable.
• Maintenance of team interactions pertaining to performance, areas of improvement and feedback in addition to updating career goals & personal development plans of team members followed by review & update.
• Ensure management & escalation of critical situations and update stakeholders on sensitive incidents for smooth functioning of operations.
• CCNA / CCNP certified
• Six Sigma Green Belt
• Project management experience / certification
• Excellent knowledge of tools and platform in Vodafone

Desired

• Managing people in different geography
• Ability to adapt to different business drivers, and lead a team through complex change.
• Ability to work as part of, and to manage, cross-functional ‘virtual’ teams.
• Excellent communication skills (written and verbal).
• Passionate about customer service and ability to drive improvements.
• Managing teams to create and maintain a happy, driven and proud colleague population.
• Evidence of being a self-starter and ability to work under pressure.
• Sound technical awareness for complex products and solutions within the CWW product portfolio
• Customer Relationship Background
• Proven track record managing and governing Improvement Programmes
• Knowledge of Telecoms and System Integrator Businesses
• ITIL/Six Sigma
• Ability to adapt to different business drivers, and lead a team through complex change.
• Ability to work as part of, and to manage, cross-functional ‘virtual’ teams.
• Excellent communication skills (written and verbal).
• Passionate about customer service and ability to drive improvements.
• Managing teams to create and maintain a happy, driven and proud colleague population.
• Evidence of being a self-starter and ability to work under pressure.