Vodafone

What you’ll do

This is a role for 2 years Fixed Term Contract

Role Purpose:

• To work as a Process Manager for Incident, Problem and Change Management towards VCI (Vodafone Cloud Infrastructure) and to assure T_VOIS (Offshore Team) Incident & Problem Management compliance and quality
• Own an end-to-end perspective of the ITIL(Information Technology Infrastructure Library) governance around WIAM (Workforce Identity and Access Management)
• Incorporate AGILE working methodology in process management
• Measurement of service related KPIs in strong alignment with all stakeholders
• Monitor agreed service levels and KPIs and apply corrective measures where applicable

Who you are

• ITIL Foundation Certification 
• Excellent knowledge about IAM Product
• More than 5 years of Application Operations experience
• Excellent knowledge in customer and technical communication
• SAFe Agile Certificates (would be a bonus)
• Ability to translate operations and support needs into Operations Manuals, team structures and skillsets 
• Strong communication, facilitation and technical writing skills
• Ability to deliver through others in a matrix organisation
• Experience in working with offshored Shared Service Centre Operations teams, and having cultural awareness with a diverse team
• Defining and setting up (analytic) reporting
• Familiar with Sharepoint, Azure, Remedy and other online tools (eg Splunk)

What's in it for you

Own definition and maintenance of the WIAM Services Incident, Problem& Change Management processes, procedures and work instructions and assure that they are cascaded to the relevant teams and integrated with the Application Operations Incident & Problem Management process framework

• Ensure technical documentation is kept, and in flow with the processes of the application and target applications 
• Ensure customer experience is tracked and improved across internal and external stakeholders
• Develop and drives action plans to tackle immediate and on-going service-related issues (proactively, and in response to customer requests)
• Ensure Service Operating Model including, service description, SLA (Service Level Agreement) and reporting is covered

Together we can

Check out the application process and get to know us better here: https://careers.vodafone.co.uk/technology

https://careers.vodafone.co.uk/working-at-vodafone

Read more stories here: https://careers.vodafone.co.uk/posts

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