Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact. This role combines support operations, incident management, and insights analysis to ensure an outstanding digital experience for Vodafone customers. The professional will be responsible for developing a deep understanding of the mobile application, customer journeys, and service architecture. Through the analysis of incidents, customer complaints, support tickets, and market feedback, they will identify recurring issues and opportunities for improvement. Acting as the voice of operational reality, they will transform data and trends into actionable recommendations for Product and Engineering teams. The objective is to bridge operations, customer experience, and product development, ensuring that investments are prioritized toward the initiatives that have the greatest impact on both customers and the business. What you’ll do Provide clear and actionable insights into service performance to support decision-making and long-term service strategy; Customer Advocate: Continuously identifies opportunities to improve the customer experience (using available service data, reports and customer insights, creating insights from available monitoring and passive data sources, working closely with performance management, etc.); Business View: Continuously seek optimization opportunities throughout the Value Chain (e.g. Process Optimization, Automation Optimization, synergies with other propositions & platforms); Ensure SLAs and OLAs are defined, implemented, and consistently met across internal teams and external vendors; Coordinate end-to-end IT resources to build and establish robust support models, ensuring service readiness during product and service launches; Maintain visibility on planned production releases and proactively assess their impact on service stability and customer experience; Lead problem management activities, driving the resolution of long-running production issues and ensuring timely delivery within agreed SLAs; Act as a central coordination point across stakeholders to ensure alignment and effective issue resolution; Establish and lead regular governance with OpCos, and Partner Markets discussing incidents, campaigns, and activities impacting live customers; Drive continuous service improvement initiatives based on operational data, OpCo feedback, and customer insights (e.g. app store feedback); Strengthening collaboration and communication with internal teams, suppliers, and markets to improve operational efficiency; Build strong relationships with global counterparts, providing insights and recommendations to enhance service performance on a scale; Ensure services are properly monitored and that operational data is accurate, synchronized, and reliable; Define service management KPIs and monitoring requirements, and oversee their implementation and validation; Coordinates and assures operational readiness and quality for changes entering production; Initiate Service Improvements based on incidents, operational issues, customer insights, and data analysis; Monitor Customer Experience and Service Performance through available channels to identify improvement opportunities; Accountable for regular Service Review meetings with internal stakeholders, markets and suppliers; Service Single Point of Contact for key stakeholders and as first‑level escalation for service degradation and operational issues; Vendor management. Define and Coordinate Service KPIs and SLAs / OLAs with the relevant stakeholders and translate these into reporting requirements; Run Service Reviews with Stakeholders as well as incident/ degradation reporting. Who you are Degree in Computer Science, Telecommunications, Engineering, or a related technical field, or equivalent professional experience; Strong experience in service operations, IT operations, or service management within a complex, multi-market environment; Proven ability to manage incidents, problem resolution, and cross-functional coordination across technical and business teams; Solid understanding of SLA/OLA frameworks and vendor management; Experience of working with distributed teams, OpCos, and external suppliers; Strong analytical mindset with the ability to translate operational data into insights and actionable improvements; Excellent stakeholder management and communication skills; Ability to operate in a fast-paced environment with multiple priorities and dependencies; Familiarity with monitoring tools, service performance frameworks, and digital service environments; Proven experience in Service Operations, IT Operations, or Service Management within telecommunications, mobile services, or digital application environments; Strong knowledge of ITIL frameworks, particularly Incident, Problem, and Service Level Management; Experience working with customer-facing mobile applications, with a good understanding of app lifecycles, customer journeys, and operational support; Hands-on experience with SLA/OLA definition, tracking, and compliance in complex, multi-vendor ecosystems; Good understanding of software development lifecycle and Agile methodologies, with practical experience working in Agile environments; Experience with monitoring tools, observability platforms, and service performance management frameworks; Proven ability to manage and coordinate incidents across multiple domains, including internal systems and external partners; Strong analytical skills with demonstrated ability to structure and analyze data, transforming it into actionable insights and recommendations; Experience working in international environments, collaborating effectively with local and remote stakeholders, vendors, and operating companies (OpCos); English (Fluency). Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity. What's in it for you Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders; Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products; Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors; Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products; Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx); Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles. Who we are We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same. Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance. Together we can.