Service Operations Manager – Incident & Insights

Vodafone Group Plc; Lisboa; Híbrido; EUR 40 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Mobile phone plan

Discounts on Vodafone services

Well-being program

Training platform access

Mobility opportunities

Resumo da oferta

Vodafone Group Plc in Lisbon is hiring a Service Operations Specialist to translate incidents, customer feedback and performance data into actionable recommendations for Product and Engineering teams. You will bridge operations, customer experience, and product development to prioritise investments that impact customers and the business.

You’ll monitor service performance, define KPIs, coordinate multi‑vendor readiness, and lead governance with OpCos and markets in a fast‑paced, international

Qualificações

• Experience in service operations or IT operations in a multi-market environment.
• Proven ability to manage incidents and cross-functional coordination.
• Strong analytical mindset translating data into insights.

Responsabilidades

• Provide actionable insights into service performance to support decision-making.
• Act as voice of operational reality to inform Product and Engineering teams.
• Coordinate end-to-end IT resources for robust support models during launches.
• Define and monitor service KPIs and ensure SLAs/OLAs are met.

Conhecimentos

Service operations

Incident management

Data analysis

Vendor management

Stakeholder management

Cross-functional collaboration

English fluency

Ferramentas

ITIL

Monitoring tools

Descrição da oferta de emprego

Vodafone Group Plc in Lisbon is hiring a Service Operations Specialist to translate incidents, customer feedback and performance data into actionable recommendations for Product and Engineering teams. You will bridge operations, customer experience, and product development to prioritise investments that impact customers and the business.

You’ll monitor service performance, define KPIs, coordinate multi‑vendor readiness, and lead governance with OpCos and markets in a fast‑paced, international