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AGM - Technical Service

Job Req ID:  46206
Location: 

Bangalore, IN

Function:  VIBS
About: 

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role title:   Technical Service Manager

Function: Enterprise

Band: M2

Department:  Customer Service

Reports to:  Service Lead 

 

Location:  Bangalore

 

Role purpose:

  • Technical Service Manager at Circle is primarily responsible for customer service experience throughout customer lifecycle that translates in to growth, expansion and up-sell within customers and reflects in RNPS scores.
  • “Service experience” to be a key differential factor in the current market scenario, Vodafone Business Services being a late entrant in B2B space, TSM will play critical role in growth of business.
  • TSM to ensure services offered to customers are meeting committed SLA, thereby protecting revenue and avoid churn.

Key accountabilities and decision ownership

[max 5]:

Strategic

  • Drive Service Management best practice basis on ITIL framework to have superiors Customer experience.
  • Understand market and competitive view to improve on overall Strategy of Service Operation.
  • Define and implement plan on improving customer experience based on the feedback on Service performance.
  • Proactive approach on continual service improvement plan based on Service health parameters against customer’s expectations.

 

Operational

  • Collaborate with NOC and Circle Operations team to ensure we provide ITIL standard service support, swift response and resolution on incidents with effective customer handling capability.
  • Proactively able to drive Service improvement plan to avoid any re-occurrence of the issue.
  • Periodic performance review with Customer on Service health check parameters.
  • Quarterly engagement with customer at CXX level to have 360o review on overall Service experience

 

 

 

 

Core competencies, knowledge and experience [max 5]:

  • 8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment.
  • Technical understanding of all Fixed Line data and voice services. Handling customer across the globe by working collaboratively with multicultural functions/teams and partners across continents
  • Should possess analytical and logical approach.
  • Strong communication skill and ability to manage “C” level engagement.

Must have technical / professional qualifications:

 

Desired Competencies/ Skills

  • Powerful influencing/ negotiation skills, effective relationship management skills and ability to function within a matrix organization
  • Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography.
  • Ability to manage in dynamic, high- growth, high- uncertainty environments

 

Educational Qualifications

  • Bachelor in Engineering Degree
  • ITIL Certification on Foundation, Service Operations and CSI

Key performance indicators [max 3]:

 

  1. Meeting C-SAT & NPS target scores
  2. Ensure we meet all SLA parameters committed to Customer
  3. Controlling Churn & Erosion within targeted levels
  4. Drive revenue growth through upsell and upgrade opportunities.
  5. Drive digital journey and increase adoptability to improve experience and avoid cost.

Direct reports:  

 

 

Dotted reports:  

 

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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