Who we areVOIS (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 Order Management Specialist to oversee the end-to-end delivery of Fixed Line products in global countries. This role involves providing accurate updates in relevant GCC tools, building strong relationships with teams and stakeholders, and taking ownership of critical escalations. The individual will ensure that systems, GCC processes, and methodologies are followed to meet KPIs and recommend methods of improvement.What you will do
- Responsible for the complete E2E delivery of Fixed Line products in global countries.
- Provide accurate updates in relevant GCC tools to ensure stakeholders can access regular reports and understand the performance of the order delivery.
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between Tribes.
- Take ownership of critical escalations, coordinate with resolution parties, and establish effective communication between stakeholders for post-escalation reviews.
- Ensure that systems, GCC processes, and methodologies are followed to meet KPIs.
- Recommend methods of improvement and ensure actions are implemented on time for all assigned orders.
- Analyse third-party as well as internal processes, and create strategies for order management optimization.
- Ensure that all systems are updated to enable the kick-off of billing towards the customer.
- Possess technical knowledge of the network and service provided, activation of services with 3rd party engineers and Vodafone dedicated engineers, technical troubleshooting, router installations, and circuit testing before handover to the customers.
Who you are
- At least 3 years’ experience in dealing with large, corporate customers in a service delivery role.
- Previous role in Order Management, Project Management, or Supplier Management.
- Technical knowledge of LAN Technology (Ethernet, WiFi), WAN Access Technology (Ethernet), and IP Networking.
- Basic or advanced knowledge in at least one or two of the following areas: Managed Services, Cloud / Hosting, Data and Connectivity, Switching and Routing technologies.
- Lean and Six-sigma knowledge of continuous improvement methodologies.
- PMI or PRINCE II knowledge or certification preferred.
- International experience desirable (working internationally and/or working with global solutions).
- Proficiency in order management.
- Experience in dealing with third-party carriers and suppliers.
- Operational ability in a diverse, large-scale environment.
- Exceptional customer-facing skills.
- In-depth knowledge of Order Management Process, escalation procedures, Task Management, and other disciplines related to service delivery.
- Mastery of ITIL (Information Technology Infrastructure Library) principles.
- Expertise in Vendor Management skills.
- Capacity to train and guide team members.
- Ability to manage and prioritize tasks efficiently.
- Solid problem-solving skills.
- Readiness to demonstrate a proactive attitude.
- Excellent verbal and written communication skills.
- Hands-on experience in CRM tools.
- Well-versed with MS-Excel and MS-PowerPoint.
- University degree of full-time education.
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 work in a dynamic and inclusive environment.
- Exposure to international projects and global solutions.
- Professional growth and development opportunities.
- Collaborative and supportive team culture.
- Access to advanced tools and technologies.
What Skills You Will Learn
- Advanced order management techniques.
- Effective stakeholder management.
- Technical troubleshooting and network service activation.
- Continuous improvement methodologies.
- Vendor management and ITIL principles.
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 UsAt 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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.AlertApply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARAFollow us on social media and #StayConnected
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