Digital Service Operations Lead

Vodafone; Lisboa; Híbrido; EUR 54 000 - 74 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid Work Model

Vodafone Products and Services

Recognition programs

Health and Well-being program

Learning platform access

Internal mobility opportunities

Resumo da oferta

Vodafone is seeking a Service Operations professional to bridge operations, customer experience, and product development in a multi‑market setup. You will analyze incidents, complaints and tickets to drive improvements across service, performance and customer journeys.

You will collaborate with Product and Engineering, manage vendors, and lead governance with OpCos. The role offers a hybrid work model in Portugal with opportunities for international mobility and a strong focus on ITIL practices

Qualificações

• Degree in Computer Science, Telecommunications, Engineering, or equivalent.
• Proven experience in service operations, IT operations, or service management.
• Experience in incident and problem resolution with cross-functional coordination.
• Good knowledge of ITIL Incident/Problem/Service Level Management.
• Experience working with distributed teams, OpCos and suppliers.
• Strong analytical mindset to translate data into insights.
• Excellent stakeholder management and communication skills.
• Ability to work in a fast-paced, multi-priority environment.
• Familiarity with monitoring tools and service performance frameworks.

Responsabilidades

• Provide clear insights into service performance to support decision-making.
• Act as voice of operational reality, translate data into recommendations.
• Coordinate end-to-end IT resources for robust support models.
• Lead governance with OpCos and partners on incidents and campaigns.
• Drive continuous service improvements from data and feedback.
• Define and monitor service KPIs, SLAs and OLAs with stakeholders.
• Ensure production readiness during launches and changes entering production.
• Serve as central coordination point across internal teams and vendors.

Conhecimentos

Service operations

IT operations

Incident management

Problem resolution

Vendor management

Stakeholder management

Data to insights

Analytics mindset

English fluency

Formação académica

Degree in Computer Science / Telecommunications / Engineering

Ferramentas

Monitoring tools

Observability platforms

Agile tools

Descrição da oferta de emprego

Vodafone is seeking a Service Operations professional to bridge operations, customer experience, and product development in a multi‑market setup. You will analyze incidents, complaints and tickets to drive improvements across service, performance and customer journeys.

You will collaborate with Product and Engineering, manage vendors, and lead governance with OpCos. The role offers a hybrid work model in Portugal with opportunities for international mobility and a strong focus on ITIL practices