EMMS Sr. Service Operations Specialist (German Speaker)

Vodafone

ROLE PURPOSE:
 Responsible of delivering an overlay monitoring and reporting of MNC accounts in-country (ITIL Service Delivery) in terms of RFP implementation, transformation and migration to the MNC Account teams.
 Provide support to sales teams in the management and coordination of service requests, service improvement plans and other non customer interfacing activities.

Essence of Role/Key Accountabilities
Service Management
(ITIL Service Delivery)   Customer On Boarding
- Responsible for the planning and managing of MNC accounts in-country (ITIL Service Delivery)
- Deliver an overlay monitoring and reporting on customer on boarding in terms of transformation, migration and tariff implementation.
- Works with and supports the Global Service Manager on delivery of (RFP implementations) in a local country
- Knowledge of different contracts types utilized in VGE core service deployment
- Development of best practice knowledge sharing across the Service Partner Manager, OPA Community and account teams
- Be the subject matter expert of designated country/region
- Obtain and document End to End process per country
- Define SPOCs and agree Service Reviews per OpCo
- Define and agree Contacts, SPOCs and  escalation matrix per OpCo
- Define and agree Migration and transformation lead times/SLAs per OpCo
- Document a list of reporting/weekly status updates required per OpCo
- Assist in the new tariff implementations for acquisition and renewal customers.
- Work as an effective member of a geographically dispersed account team
- Work as part of the MNC Account team with the Global Account Manager, Global Service Manager, Global Program Manager as well as the National Account  Manager

Remote Disk Based Service Management (ITIL Service Delivery )
- Support sales teams (Global account managers National account managers) in managing and coordinating service requests, service improvement and plans and other non customer interfacing activities.
- Support Account Managers in Billing and Invoice Queries & Reporting
- Support Account Managers in Debt Management (assistance in removal of service related issues preventing a customer from paying their invoice)
- Support Account Managers in Coverage Enquiries and In Building Coverage Scheme Deployment
- Support Account Managers in implementation of local network changes as and when required, liaise with network on coverage and quality issues
- Support Global Service Manager in any local actions required for the generation of global (central) invoicing
- Support Global Service Manager generating customer specific local billing/usage reports

Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders)
Financial (limits/mandates etc.) Non-financial (customers/staff etc)
- Does this person manage a budget?
□  NO
- If Yes how much?   
Nil
- Does this person generate revenue?
□  NO
- If Yes how much?                      
Nil Key interfaces:
- Sales teams (Global account managers, national account managers)
- Service teams (Global Service managers, Local Service managers)
- Other GSOC Teams
- International Implementation Manager
- Service partner Managers
- Operators
- Legal teams
- Commercial teams

Person Specification: Technical Skills/Professional Expertise
- Native German language

- Proven track record in a corporate within a service /sales environment
- Understanding of operational management
- Understanding  of customer management and customer expectation management
- Understanding of issue management, operational/service fulfilment issues
- Business analytic and reporting skills – essential
- Planning/reporting experience
- Experience with working in a matrix environment desirable
- Project management experience (ideally PMP qualified)
- ITIL framework literacy (Service Support & Service Delivery)
- Ability to work in an international and virtual team environment.
- Ability to perform in dynamic, high-growth & high-uncertainty environments
- Team player, strong influence and relationship management skills
- A self-starter with a determination to succeed, balanced with appropriate tact and diplomacy
- Strong communication and decision making skills, ability to balance conflicting interests
- Demonstrated ability to use intermediate to advanced features of Microsoft Excel and PowerPoint
- Ability to manage complex processes and multiple priorities
- Excellent organization skills and attention-to-detail
- Demonstrated verbal and written communications skills
- Demonstrated ability to design and document a detailed process.
- Fluent English

Number of direct Subordinates
No Subordinates

Direct Manager (title)
EMMS Service Operations Supervisor           

APPLY HERE

www.vodafone.com.eg/vodafoneportalWeb/en/P611822281289121739558