Global Sr. Service delivery Manager

Vodafone Group; Pune District; On-site; INR 18,00,000 - 25,00,000; Full time

Job summary

A leading telecommunications company in Pune is seeking a Global Senior Service Delivery Manager to oversee service delivery across various regions for over 3,000 customers. The role focuses on operational excellence, enhancing customer experience, and spearheading transformation initiatives. Ideal candidates will bring 10+ years of global experience in service delivery, strong analytical skills, and proficiency in tools like Excel and Power BI. The position offers competitive benefits and opportunities for growth in a collaborative environment.

Benefits

Competitive benefits

Career growth opportunities

Collaborative and inclusive environment

Qualifications

• 10+ years of experience in global service delivery and programme management.
• Strong analytical and strategic thinking skills with proven ability to manage complex escalations.
• Advanced proficiency in Excel and Power BI for data-driven insights.

Responsibilities

• Manage four service towers: Connectivity & UC, Technical, Mobility, and Enablement.
• Oversee KPIs, TNPS, and customer satisfaction metrics; implement improvement plans.
• Drive service transition and product onboarding processes.
• Manage revenue, cost control, and commercial strategy, including contract negotiations and budget planning.

Skills

Global service delivery

Programme management

Analytical skills

Strategic thinking

Communication skills

Collaboration

Education

ITIL v4 Foundation

PMP or PRINCE2

Agile (SAFe, Scrum Master or equivalent)

Tools

Excel

Power BI

Jira

ServiceNow

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.
#VOIS #BeUnrivalled #CreateTheFuture

About The Role

We are seeking a Global Senior Service Delivery Manager to lead seamless service delivery across multiple geographies, supporting over 3,000 Vodafone Group customers. This role ensures operational excellence, drives customer experience improvements, and aligns global service lines with strategic objectives. The individual will champion transformation initiatives, embed Agile ways of working, and foster collaboration across regions to maintain Vodafone’s position as a digital leader.

What you’ll do

• Manage four service towers: Connectivity & UC, Technical, Mobility, and Enablement.
• Oversee KPIs, TNPS, and customer satisfaction metrics; implement improvement plans.
• Drive service transition and product onboarding processes.
• Manage revenue, cost control, and commercial strategy, including contract negotiations and budget planning.
• Ensure governance reporting, ISO9001 compliance, and P&L planning.
• Lead stakeholder and vendor management (e.g., CEVA).
• Champion digital platforms, automation, and continuous improvement initiatives.
• Handle escalation management and ensure robust business continuity planning.
• Provide leadership for a team of 10+ direct reports.

Who you are

• 10+ years of experience in global service delivery and programme management.
• Strong analytical and strategic thinking skills with proven ability to manage complex escalations.
• Advanced proficiency in Excel and Power BI for data-driven insights.
• Excellent communication and presentation skills with a collaborative leadership style.
• Expertise in enterprise solutions and driving transformation initiatives.
• Certifications: ITIL v4 Foundation, PMP or PRINCE2, Agile (SAFe, Scrum Master or equivalent).
• Hands‑on experience with ITSM tools (Jira, VGECO, ServiceNow, COVE, ICMS).

Knowledge of operational systems, financial regulations, GDPR, and compliance frameworks

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

• Opportunity to lead global service delivery for a world‑class organisation.
• Exposure to cutting‑edge digital platforms and automation technologies.
• Work in a collaborative, inclusive, and innovation‑driven environment.
• Influence strategic decisions and contribute to global service design.
• Competitive benefits and career growth opportunities within VOIS.

What Skills You will Learn

• Advanced leadership in global service delivery and transformation.
• Expertise in Agile methodologies at scale.
• Strategic financial and commercial management.
• Proficiency in BI tools and ITSM platforms for operational excellence.
• Continuous improvement and automation strategies for global operations.

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