Vodafone Looking for Robotics – IT Service management at Pune, Maharashtra Full Time

Role title: Robotics – IT Service Manager

Band: F

Reports to: Head of RPA Service Management

Dotted reports: More than 20 people part of internal service providers or system integrators

Function: VSS IT

Department: VSS IT – Robotics

Location: Pune, India

Role purpose

This role is part of the new centralised IT team within Vodafone Shared Services (VSS). The Service Management Manager is responsible for Robotics and automation projects service management and support for automation IT services delivered across the four VSS locations: Romania, Hungary, Egypt and India. The broad scope covers services that are delivered by the VSS IT Robotics and automation team directly, or delivered as service by the TSSC teams (Floor Support, Issue escalation management , Service Transitions ) or by other external teams.

The role is responsible to:

• Ensure service consistency in terms of quality across all functions and locations
• Review and approve new service transitions to Application Operations team from an operational perspectives
• Drive the implementation of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Drive and implement initiatives driving service efficiencies and cost reduction to support Vodafone growth
• Accountable for costs controls related to services provided from third party and from TSSC

The role covers VSS-wide service management area (all locations across VSS organisation), which enables the long-term growth of VSS Robotics and automations delivery, while continuously improving the service performance. To do so the Service Management Manager reviews and approves new services to be transitioned to VSS IT.

Key accountabilities and decision ownership

• Ensure service consistency in terms of quality across all functions and locations
• Review and approve new service transitions to Application Operations team from an operational perspectives
• Drive the implementation of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Drive and implement initiatives driving service efficiencies and cost reduction to support Vodafone growth
• Accountable for costs controls related to services provided from third party and from TSSC.
• Oversee and manage operations of system integrators and / or service transitions services across the four VSS locations –acts as escalation points in case of severe service disruptions

Core competencies, knowledge and experience

• Extensive experience in Robotics and automations service management for a global IT service provider
• Experience in working with multi-functional teams in a distributed matrix organisation
• Experience in developing and implementing Key Performance Indicators and Service Level Agreements for IT services
• Strong knowledge of IT service management processes (e.g. ITIL) and well developed technical knowledge across a broad range of IT topics
• Ability to travel and work remote two weeks per month in European and non-European countries

Must have technical / professional qualifications

• 4+ years of Service Management experience in IT Services (preferable in Telecommunication industry)
• 2+ years of experience with globally distributed teams

Key performance indicators

• Service performance and service quality
• Definition of a sustainable operations strategy for the VSS IT Robotics and automation teams
• # of agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)

Budget owned

Not direct budget owned but directly responsible for all IT services costs within VSS CTO area of ownership