Service & Customer Success Manager

Role Overview

• This role is critical in defining, governing and continuously improving the processes, standards and operating model required to deliver Vodafone Business Technology Solutions products and services in a consistent, scalable and customer-centric manner.
• As a customer-facing function, it is accountable for end-to-end service performance, proactive stakeholder engagement and driving measurable customer satisfaction and retention within the scope of Service & Customer Success Management.
• In this role, you act as the central coordination point between customers, operations, IT and cross-functional teams to ensure seamless end-to-end service delivery and sustainable customer success.
• Beyond contributing to service design and governance frameworks (incident, problem, change and request management), you are responsible for defining, tracking and continuously improving operational and customer success KPIs (SLA, OLA, CX metrics, retention indicators) to ensure service excellence and contractual compliance.
• You proactively manage customer relationships through regular service reviews, performance reporting and structured communication, ensuring transparency on service outcomes, risks and improvement actions.
• You lead critical issue management and act as the primary escalation point during major incidents, safeguarding customer trust and business continuity.
• You are accountable for service performance, customer satisfaction and retention within your portfolio, identifying efficiency, optimization and value-creation opportunities both operationally and financially.
• The role also includes ownership of annual budget planning and follow-up within the service scope, ensuring cost control and sustainable margin management.
• You actively participate in internal and external audits, ensuring full compliance with contractual, regulatory and governance standards, and drive the timely closure of audit findings and corrective actions.

Requirements

• Minimum 7+ years of experience in Service Management, Customer Success or Managed Services, with team leadership experience
• Proven people management experience (coaching, performance follow-up and team development)
• Exposure to sales collaboration, revenue protection and customer retention management
• Experience in managing enterprise customers and conducting service review meetings
• Strong knowledge of ITIL-based service management processes (Incident, Problem, Change, SLA governance)
• Accountability for service performance, customer satisfaction and portfolio health
• Experience in budget follow-up and cost control within a service scope
• Strong stakeholder management and cross-functional coordination skills
• Analytical mindset with the ability to track KPIs and translate performance into actionable insights
• Excellent written and verbal communication skills

Benefits

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services