AGM - Business Transformation Lead (Service)

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 purpose

Own ServiceIQ outcomes to improve enterprise service productivity and customer experience through AI-enabled workflows integrated into service operations.

Key responsibilities

• Own ServiceIQ portfolio (triage, agent assist, summarization, knowledge retrieval, automation) and deliver measurable operational impact.
• Run discovery with CS/service teams; map as-is journeys; design to-be workflows embedded in ticketing/CRM.
• Drive end-to-end delivery with internal IT/vendors: integration, UAT, rollout, hypercare and BAU handover.
• Define service KPIs (AHT, FCR, SLA adherence, ticket aging, repeat calls, escalations, cost-to-serve) and track impact.
• Ensure governance, auditability and privacy for customer/service interactions; define approval boundaries and escalation flows.

Must-have skills / capabilities

• Strong ops/process redesign + execution discipline (not PMO).
• Tech fluency: ticketing/CRM, knowledge systems, APIs, data pipelines; GenAI basics (RAG, evaluation, monitoring).
• Ability to influence CS, IT, Security and Product; comfort working in operational cadence.

Experience

5-7 years. Experience in service operations transformation, ITSM tooling, automation, or AI-enabled service delivery.

Preferred backgrounds

• Enterprise service operations / customer service transformation
• ITSM / service platform product or delivery roles
• Consulting with hands-on service ops implementation

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