Manager_Service Transformation

VOIS; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

VOIS (Vodafone Intelligent Solutions) seeks an experienced professional to support HR ticketing/case management implementation, enhancement, and governance, driving service transformation across HR, Technology, Operations, and Business functions.

Ideal candidates bring expertise in service management, HR shared services, process improvement, and stakeholder engagement, coordinating cross‑functional teams to improve employee experiences through technology-enabled transformation programs.

Qualifications

• Bachelor degree in HR, Business Admin, IS, Engineering or related discipline.
• 7–10 years in Service Transformation, HR Operations, Shared Services, PMO, Process Improvement, or Service Management.
• Experience implementing or enhancing ticketing and case management platforms.
• Strong understanding of service management, workflow design, SLA management, governance.

Responsibilities

• Support end‑to‑end implementation and rollout of HR ticketing and case management platforms; exposure to SAP ESM preferred.
• Coordinate activities across HR, Technology, vendors, and business stakeholders to deliver transformation initiatives.
• Define and document business requirements, user stories, process flows, and service catalogues.
• Track project milestones, risks, dependencies, issues, and mitigation plans.
• Ensure platform capabilities align with business objectives and employee experience goals.
• Analyze existing HR processes to identify simplification, standardisation, and automation opportunities.
• Drive continuous improvement using workflow and ticketing capabilities.
• Support implementation of self‑service, knowledge management, and case management solutions.
• Develop and maintain process documentation, governance frameworks, and operating procedures.

Skills

Communication skills

Stakeholder management

Process mapping

Change management

Cross-functional coordination

PMO / Project delivery

Education

Bachelor's degree in Human Resources, Business Administration, Information Systems, Engineering, or a related discipline

Tools

SAP ESM

SAP SuccessFactors

ServiceNow HRSD

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 This Role

We are seeking an experienced professional to support the implementation, enhancement, and operational governance of HR ticketing and case management solutions while driving service transformation initiatives across HR, Technology, Operations, and Business functions. This role is ideal for individuals with expertise in service management, HR shared services, process improvement, and stakeholder engagement who can successfully coordinate cross‑functional teams and deliver employee experience improvements through technology‑enabled transformation programmes.

What You’ll Do

Service Transformation & Implementation

• Support end‑to‑end implementation and roll‑out of HR ticketing and case management platforms, with exposure to SAP ESM preferred
• Coordinate activities across HR, Technology, vendors, and business stakeholders to ensure successful delivery of transformation initiatives
• Define and document business requirements, user stories, process flows, and service catalogues
• Track project milestones, risks, dependencies, issues, and mitigation plans
• Ensure platform capabilities align with business objectives and employee experience goals

Process Design & Improvement

• Analyse existing HR processes to identify opportunities for simplification, standardisation, and automation
• Drive continuous improvement initiatives using workflow and ticketing capabilities
• Support implementation of self‑service, knowledge management, and case management solutions
• Develop and maintain process documentation, governance frameworks, and operating procedures

Stakeholder Management

• Collaborate with HR Operations, Service Owners, Technology teams, and external partners
• Facilitate workshops, requirements‑gathering sessions, and solution review meetings
• Manage stakeholder expectations and ensure alignment with programme objectives and deliverables
• Provide regular status updates, insights, and reporting to leadership teams

Adoption & Change Management

• Support communication, training, and change management initiatives associated with new tools and enhancements
• Monitor user adoption metrics and recommend improvement opportunities
• Promote service excellence and employee experience improvements across the organisation

Reporting & Governance

• Establish and monitor implementation deliverables and success measures
• Prepare governance documentation and executive‑level updates
• Ensure compliance with organisational controls, policies, and data privacy requirements

Who You Are

• Bachelor's degree in Human Resources, Business Administration, Information Systems, Engineering, or a related discipline
• 7-10 years of experience in Service Transformation, HR Operations, Shared Services, PMO, Process Improvement, or Service Management environments
• Practical experience supporting the implementation or enhancement of ticketing and case management platforms
• Strong understanding of service management principles, workflow design, SLA management, and governance structures
• Experience gathering requirements, conducting business analysis, and mapping processes
• Exposure to organisational change management and adoption activities
• Strong organisational, planning, and coordination capabilities
• Excellent communication, facilitation, stakeholder management, and presentation skills
• Demonstrated ability to influence outcomes through collaboration and relationship management
• Customer‑focused mindset with a passion for improving employee experiences
• Ability to manage multiple priorities in a dynamic and fast‑paced environment
• Mandatory Skills
• HR Ticketing Platform Architecture & Implementation (SAP ESM preferred)
• HR Shared Services / GCC Setup & Transformation
• Coordination and Delivery Management
• Stakeholder Management
• Process Mapping and Business Analysis
• Service Delivery and SLA Management

Secondary Skills

• HR Shared Services Operations
• Change Management and Communications
• Data Analysis and Reporting
• Continuous Improvement and Process Optimisation

Good to Have

• SAP SuccessFactors exposure
• ServiceNow HRSD or equivalent platforms
• Knowledge Management implementation experience
• Agile or PRINCE2 methodologies

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 contribute to large‑scale HR service transformation programmes
• Exposure to enterprise‑wide HR technology implementation and enhancement initiatives
• Collaboration with global HR, Technology, Operations, and vendor teams
• Opportunity to influence service delivery excellence and employee experience improvements
• Involvement in strategic process automation, self‑service, and knowledge management initiatives
• Experience working within a complex shared services and transformation environment

What Skills You Will Learn

• Advanced HR service transformation and operating model design
• Enterprise ticketing and case management platform implementation practices
• HR service governance and SLA performance management
• Change adoption, stakeholder engagement, and communication strategies
• Business process optimisation and workflow automation techniques
• Programme coordination and transformation delivery capabilities
• Knowledge management and self‑service solution deployment approaches

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

Follow us on social media

LinkedIn: https://www.linkedin.com/company/vois

Facebook: https://www.facebook.com/voisglobal

Instagram: https://www.instagram.com/voisglobal

You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2