Senior Platform Lead - Service Management - Secondment 12 months

Vodafone Group; Madrid; Presencial; EUR 75.000 - 95.000; Jornada completa

Descripción de la vacante

A leading telecommunications company is seeking a Senior Platform Lead – Service Management to define and manage the platform strategy related to Customer Assurance. This role involves collaboration with various teams to enhance service performance and ensure timely delivery of features across platforms like ServiceNow. The ideal candidate will have extensive knowledge of Customer Assurance, proven leadership skills, and experience in managing customer assurance strategies. This position is located in Madrid, Spain, and offers opportunities to lead key initiatives in a diverse global environment.

Servicios

Global community engagement

Career growth opportunities

Diversity and inclusion commitment

Formación

• Expert understanding of Customer Assurance and Ticketing platforms.
• Proven leadership and thought leadership skills.
• Exceptional interpersonal and relationship management skills.

Responsabilidades

• Define and manage platform portfolio strategy.
• Lead prioritization and planning of delivery features.
• Create a clear strategy for Service Management platforms.

Conocimientos

Customer Assurance expertise

Leadership skills

Communication skills

Interpersonal skills

Agile methodologies

Educación

SAFe Agile certification

Herramientas

ServiceNow

Descripción del empleo

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.

What you’ll do

Role purpose:

As Senior Platform Lead – Service Management, you will be accountable for defining, owning, and managing the Platform Portfolio strategy, specifically for those related to Customer Assurance, Service Performance Management & Ticketing for our B/C Products.

Working with the Product Portfolio, VBTS, VB Technology and Delivery teams to enhance the Customer Assurance, Ticketing & Service Performance Monitoring for Vodafone’s end customers. You will be able to lay out a vision for the capability and associated platforms, construct platform lean business cases, as well as manage across teams to prioritise and assure the delivery across platforms like as ServiceNow.

With the migration of the G-SNoW platform (used to support our new SPARK Managed Service products) being mobilised alongside a project to evolve and standardise our Managed Services CX, the migration of ESM (our connectivity service assurance platform) to ServiceNow TSOM, and the planned migration of Local Market Type A products and Customers to ServiceNow during FY27 & FY28, there is much to do to ensure that the Group B&C products ‘land’ on the most effective target platform architecture and that Group Product ways of working are set up to properly exploit new capabilities such as AI Agents.

You will work closely with the VBTS Domains to ensure the platforms work in line with evolving operational processes and operating models and with Product Management as they continue to evolve the requirements for our Managed Services. A key part of this will be to ensure that there is a clear platform strategy approach that ensures Vodafone and its customers can benefit from useful new features quickly.

You will also be responsible for collating and defining a rolling Roadmap of features that need to be introduced into the platforms. Ensuring that all is delivered on time and on budget. You will also own the annual budget planning cycle for this capability set that is interlocked into both OpCo’s and VB Technology. A key element of this role will also be to be the demand “Gatekeeper” for all new Product Portfolio demands that are raised in the platform's space. Ensuring that, where possible, all new demands are developed in a way that enables clear X-Portfolio reuse.

This is a core role within the platform’s portfolio space requiring leadership, passion, and the ability to work in a highly matrixed organisation to drive transformation into multiple geographies around the world.

Key accountabilities and decision ownership :

• Review the existing approach to Customer Assurance & Service Management and, when possible, update the platform's strategy to support new tooling (where needed)
• Own the Customer Assurance and Ticketing approach for Vodafone Business Products and Services, setting clear objectives for our Technology and
• Delivery teams to execute against
• Support the Lines of Business and local markets in wider platforms strategy and long‑term planning on all things Customer Assurance and Ticketing
• Lead on prioritisation & planning of delivery of features on the relevant platforms in line with Product, VBTS & Market priorities
• Create a clear strategy on how the Service Management platforms need to “show up” in the new Vodafone Business Digital Experience to allow customers to have visibility of tickets (as an example), as well as driving automation tasks using AI as a foundation
• Be seen as the Customer Assurance “Expert” within Business and drive thought leadership across all levels in Group and OpCos

Who you are

Core competencies, knowledge and experience:

• Expert understanding and background knowledge of Customer Assurance and Ticketing platforms
• Proven leadership and thought leadership skills with a self‑starter mentality
• Exceptional interpersonal and relationship management skills
• Confident and influential communication skills with the ability to effectively present to individuals and groups at all levels, and into various countries. Also able to distil down complex problems into clear and succinct updates to key stakeholders
• Internationally proven track record with the ability to work with different markets
• Ideally, have Partner Management experience in order to drive collaboration and alignment with key and strategic vendors.
• Must have technical / professional qualifications:

Essential

SAFe Agile

Desirable

TOGAF

ITIL

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.

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.