AGM - TES Lead

Vodafone Idea Limited; Maharashtra; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Vodafone Idea Limited is seeking an AGM - TES Lead in Mumbai Circle Office to oversee end-to-end service delivery for enterprise, carrier, and captive customers. You will manage governance, escalations, and vendor coordination, ensuring timely delivery of links and strong customer relationships.

The role requires 10–15 years in the enterprise domain, with expertise in SLA/KPI management, governance reviews, and exposure to SD-WAN, Cloud, and colocation services.

Qualifications

• 10–15 years of enterprise domain experience in project management and service delivery.
• Experience with managing large enterprise customers including government.
• Strong understanding of SLA and KPI management, escalation handling, and enterprise products and processes.
• Experience in conducting customer governance reviews through Monthly/ Quarterly Business Reviews.
• Exposure to value-added services such as SD-WAN, Cloud, colocation services, and other enterprise products.
• Strong internal and external stakeholder management and analytical capabilities with effective communication and team-management skills.

Responsibilities

• Own service delivery for Enterprise, Carrier, and Captive customers for Mumbai postings and Mumbai delivery orders.
• Drive SLA compliance and proactive planning for project and delivery execution.
• Lead delivery performance reviews and govern material and vendor management.
• Manage customer, business, and cross-functional escalations.
• Coordinate with Sales, NOC, Field teams, Technical Support (Solutions), Product, vendors, and relevant cross-functional teams to deliver links as per requirements and agreed turnaround time.
• Build strong customer relationships through structured and transparent governance.

Skills

Project management

SLA KPI management

Stakeholder management

Delivery governance

Customer governance

Education

Bachelor of Engineering (B.E.)

Job description

Location

Mumbai Circle Office

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

AGM - TES Lead

Function / Department

Technology – Enterprise Solutions

Location

Mumbai Circle Office

Band

M2

Job Purpose

Responsible for end-to-end service delivery, project execution, and governance for strategic BAU enterprise, carrier, and captive customers, including internal connectivity, SLA management, and KPI management. Own proactive planning for project execution and closure, customer governance, critical escalation management, cross-functional coordination, internal service delivery team management, vendor management, and field resource management.

Key Result Areas/Accountabilities

• Own service delivery for Enterprise, Carrier, and Captive customers for Mumbai postings and Mumbai delivery orders.
• Drive SLA compliance and proactive planning for project and delivery execution.
• Lead delivery performance reviews and govern material and vendor management.
• Manage customer, business, and cross-functional escalations.
• Coordinate with Sales, NOC, Field teams, Technical Support (Solutions), Product, vendors, and relevant cross-functional teams to deliver links as per requirements and agreed turnaround time.
• Build strong customer relationships through structured and transparent governance.

Core Competencies, Knowledge, Experience

• 10–15 years of relevant experience in the enterprise domain across project management, network operations, and service delivery.
• Experience in managing strategic, large, SME, and government enterprise customers.
• Strong understanding of SLA and KPI management, escalation management, and enterprise products and processes.
• Experience in conducting customer governance reviews through Monthly Business Reviews or Quarterly Business Reviews.
• Exposure to value-added services such as SD-WAN, Cloud, colocation services, and other relevant enterprise products or services.
• Strong internal and external stakeholder management and analytical capabilities, with effective communication, interpersonal, and team-management skills.

Must Have Technical / Professional Qualifications

• Minimum qualification: Bachelor of Engineering (B.E.).
• Additional qualifications or certifications such as PMP, ITIL, CCNA, CCNP, or PRINCE2 will be an added advantage.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership