Senior Engagement Manager

Vodafone Group; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a leading international Telco where you will be engaged in shaping the future of connectivity while advocating for customer needs. In this role, you will build strategic relationships, lead technical escalations, and have a significant impact on service delivery and operational governance. If you have a solid grounding in IT and a passion for improving customer experiences, we encourage you to bring your expertise to our diverse community.

Qualifications

• Strong understanding of IT delivery and operation.
• Familiarity with ITIL frameworks.
• Ability to establish strong stakeholder trust.

Responsibilities

• Build and maintain strategic relationships with key customer stakeholders.
• Serve as the Single Point of Contact for technical escalations.
• Identify and qualify transformational opportunities to enhance customer success.

Skills

IT Knowledge

Relationship Management

Action-Oriented

Job description

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 opportunities to help you belong and make a real impact.

What you’ll do

• Build and maintain strategic relationships with key customer stakeholders.
• Serve as the Single Point of Contact (SPOC) for technical escalations, ensuring timely resolution and alignment with customer priorities, Customer Advocacy, and Opportunity Management.
• Identify and qualify transformational opportunities to enhance customer success, creating a pipeline aligned with strategic goals.
• Advocate for customer needs within the organization, ensuring alignment of services with business objectives, working in coordination with the wider CX team.
• Act as the escalation point during Business-As-Usual (BAU) operations, ensuring seamless delivery and service continuity.
• Collaborate with Global Service Leads and operational teams to resolve systemic issues and improve service performance.
• Establish and manage operational governance frameworks across the service lifecycle, driving accountability, transparency, and continuous improvement. Monitor and report on SLA and KPI performance, addressing gaps proactively in collaboration with ITSM.

Who you are

• Broad IT Knowledge: Strong understanding of IT domains, including service delivery, operations, and emerging technologies.
• ITIL Expertise: Familiarity with ITIL frameworks and their practical application to IT service management.
• Relationship Management: Demonstrated ability to establish trust and maintain strong stakeholder relationships.
• Action-Oriented: Reliable in follow-up and execution to ensure timely outcomes.

Financial: Input to BRMs developing and managing business cases, budgets, and financial metrics.

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, regardless of 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 youWho 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 while helping our customers do the same.

Belonging at Vodafone isn't just 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 increasing diversity, ensuring equal representation, and making Vodafone a place where everyone feels safe, valued, and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, such as extended time or breaks in between online assessments, please refer to this link for guidance.

Together we can.