Senior Manager_CCS Operations Authority_Pune

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a CCS Operations Authority to own operational decision-making for CCS production services, ensuring service stability, governance, risk control, operational readiness and strong service performance across  retained teams, managed service partners and delivery organisations.

What you’ll do

• Govern CCS production services, operational processes, standards, controls and service quality.
• Lead operational governance forums and service review meetings.
• Provide operational leadership during P1/P2 major incidents, including recovery actions, timelines and communications.
• Review high-risk production changes and approve operational readiness for releases.
• Define readiness criteria for monitoring, alerting, runbooks, support procedures and knowledge articles.
• Monitor SLA, KPI, MTTR, recurring incidents, availability, reliability and operational trends. 
• Govern managed service and supplier performance, ensuring clear ownership and corrective actions.
• Drive problem management, RCA quality, automation, observability and operational excellence initiatives. 

Who you are

• Experienced in IT Operations, Service Management, SRE or Application Support, with 10 to 15 years of relevant experience.
• Skilled in Incident, Problem, Change, Release and Service Transition processes.
• Confident working with cross-functional teams and senior stakeholders. 
• Able to manage operational risk and communicate clearly with stakeholders. 
• Knowledgeable in ITIL frameworks and operational governance.
• Experience with telecom OSS/BSS, Managed Services, SRE models, Oracle, CRM, Middleware, Cloud, Digital platforms, ServiceNow, Jira, Splunk, Dynatrace, Grafana or AppDynamics would be beneficial. 

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunity to influence service stability, reliability and customer experience across critical CCS production services.
• Exposure to large-scale operational governance, managed services, SRE practices and service transformation.
• Collaboration with retained teams, delivery organisations, suppliers and senior stakeholders.

What skills you will learn

• Advanced operational governance for complex production environments.
• Major incident leadership, risk control and service performance management.
• SRE practices, observability, automation and continuous improvement.
• Vendor governance and cross-functional stakeholder management.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. 

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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