Job Description

Location: Farnborough Office - fully onsite
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 24/7, 365 days a year, 4 days on 4 days off (2 x Day Shifts 07:00 - 19:00 and 2 x Night Shifts 19:00 - 07:00) including weekend and bank holidays.Who We AreWe're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.What you'll do

• For key named Vodafone customers, the VBSE ENOC Service Incident Manager are a point of escalation and drive to provide a seamless resolution of an incident to ensure minimal disruption and restoration of service, whilst meeting customer SLA's
• You will own and drive operational excellence of Managed Devices, Fixed Data, Cloud Services, IoT incidents in addition to various applications and other associated technologies, by being part of a team providing 24x7x365 support across multi-functional teams in various domains throughout their lifecycle.
• This role requires ITIL framework experience, the ability to multi-task is essential and be confident in driving, and challenging resolving agencies or colleagues.

You will:

• Fully support the ENOC Service Desk for all customers
• Incident Management - ownership and driving resolution of incidents and be first point of contact for resolution of faults and requests. Accountable for initiative-taking and reactive communication
• Validate, repair, track and drive all tickets in line with agreed quality measures.
• Demonstrate an open and willing mindset whilst remaining empathetic and professional to the customer
• Support the service desk where needed, working to the ethos of being one team and getting it done together.
• Working with the Service Desk on complex ticket management, owning from creation, triaging and driving resolution
• Understand when an incident must be passed to Major Incident Team, providing a comprehensive handover, and remaining engaged with the ticket owner until resolution
• Improve team efficiency by recording best practices and implementing/documenting revised procedures.
• Be accountable for dealing with customer complaints accurately, professionally and with empathy within agreed Service Level agreements.
• Maintain existing customer relationship and function as trusted Service Incident Manager for Vodafone in all customer interactions, understanding the customer's business and how VBSE add value.

Who you areYou will have:

• Previous experience of Service Incident Management or Escalation
• Ticket Management and escalation procedure
• Experience of developing and nurturing positive relationships and influencing people at various levels & positions
• Technical knowledge in Telecommunications
• Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of necessary desired outcome.
• Manage difficult and sensitive situations by making decisions against competing deadlines.
• Prioritising & decision making skills
• ITIL 4 Qualification is essential or will undertake on appointment the necessary
• Qualficiation
• Eligibility for SC clearance

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.What we offerWe believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.Together we canVodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.#vodafoneuk
#LI-OnsiteOur Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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