ESM Ticket _HRSS

Vodafone Group Plc; Pune District; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid work

Job summary

VOIS is seeking an experienced SAP Employee Service Management (ESM) professional to join its HR Operations team in Pune. The role focuses on HR shared services, ticket lifecycle management, case handling and process optimisation to drive service excellence.

The candidate will manage end-to-end HR service tickets within SAP ESM, monitor SLA adherence, and contribute to automation initiatives, data governance and dashboards for KPI tracking.

Qualifications

• Minimum 7 years in HR Operations, HR Shared Services or Service Management.
• Hands-on SAP Employee Service Management (ESM) experience.
• Strong ticket lifecycle, routing and backlog management understanding.

Responsibilities

• Manage end-to-end lifecycle of HR service tickets in SAP ESM.
• Triager and categorize tickets for accurate routing and timely resolution.
• Monitor queues, SLA adherence, backlog, inflow and outflow patterns.
• Analyze ticket trends and root causes of recurring issues.
• Drive continuous improvement, automation and standardisation.
• Collaborate with HR Operations, COEs, Digital HR and IT teams.
• Ensure data governance and high data quality in ticketing systems.
• Develop dashboards and reports for KPI monitoring.

Skills

SAP ESM

HR Ops

Ticketing

SLA Monitoring

Automation

Tools

SAP

Job description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

About this Role

We are seeking an experienced SAP Employee Service Management (ESM) professional to join our HR Operations team in Pune. This role is ideal for an individual with strong expertise in HR Shared Services, ticket lifecycle management, case management, and process optimisation. The successful candidate will play a key role in driving operational excellence through effective management of HR service tickets, data-driven insights, continuous improvement initiatives, and collaboration across HR Operations, Centres of Excellence, Digital HR and IT teams.

• Hybrid working model based in Pune.
• Shift timing: 11:00 AM to 8:00 PM.
• Minimum 7 years of relevant experience required.
• Strong focus on SAP Employee Service Management (ESM) and HR service delivery operations.
• Opportunity to contribute to process improvements, automation initiatives, and service excellence programmes.

What you will do

• Manage the end-to-end lifecycle of HR service tickets within SAP Employee Service Management (ESM) and related platforms.
• Perform ticket triaging and categorisation to ensure accurate routing and timely resolution.
• Monitor ticket queues, service levels, backlog, inflow and outflow patterns to support operational effectiveness.
• Analyse ticket trends and identify root causes of recurring issues.
• Drive continuous improvement initiatives based on service insights and operational data.
• Collaborate with HR Operations, Centres of Excellence, Digital HR and IT teams to resolve systemic issues.
• Identify and support automation opportunities, process standardisation and service optimisation initiatives.
• Ensure high standards of data quality, governance and compliance within ticketing systems.
• Develop dashboards and reports to monitor key performance indicators, including ticket volumes, SLA adherence, first-time resolution and backlog management.
• Support the ongoing enhancement and adoption of SAP Employee Service Management capabilities.

Who you are

• Minimum 7 years of experience in HR Operations, HR Shared Services, Employee Services or Service Management environments.
• Hands-on experience with SAP Employee Service Management (ESM), including case management, routing, reporting and service operations.
• Strong understanding of ticket lifecycle management, queue management, SLA monitoring and backlog management.
• Experience in triaging, categorisation and optimisation of service workflows.
• Ability to analyse operational data and translate insights into process improvements.
• Knowledge of HR service delivery models and shared services operations.
• Experience collaborating with cross-functional stakeholders across HR and technology teams.
• Understanding of Lean and/or Six Sigma methodologies.
• Team leadership experience is preferred.Strong communication, presentation and interpersonal skills.
• Based in Pune or willing to work from Pune in a hybrid work model.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

• Opportunity to work on a strategic HR service management platform within a global organisation.
• Exposure to large-scale HR Operations and Shared Services transformation initiatives.
• Collaboration with HR, Digital HR, IT and business stakeholders across multiple functions.
• Ability to influence service excellence, operational efficiency and employee experience outcomes.
• Hybrid working environment that supports flexibility and collaboration.
• Opportunity to contribute to process improvement and automation programmes.

What skills you will learn

• Advanced SAP Employee Service Management (ESM) platform capabilities.
• HR service operations analytics and reporting.
• Service management governance, SLA management and performance measurement.
• Process optimisation methodologies and continuous improvement practices.
• Cross-functional stakeholder engagement and organisational collaboration.
• Automation identification and service transformation approaches within HR Operations.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future.

A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Follow us on social media and #StayConnected

LinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2