Operational Excellence Manager

At Vodafone, we're not just shaping the future of connectivity for our customers – we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Develop, plan, analyze, estimate and prioritize the implementation in the transition and operation area of IT applications used by external and internal clients, with a permanent focus on managing the availability and continuity of business processes. Responsible for the operational budget and monitoring the performance indicators of IT systems and services provided by the operational technical department and external partners. Responsible for inventorying IT systems and ensuring the continuity of services under adverse conditions or stress, even if they are in a degraded or weakened state, while maintaining essential operational capabilities; and returning to an efficient operational position within a time frame compatible with the needs of the mission.

Main Responsibilities:

• Supervises the planning, negotiation and reporting of transition and operation services, at a cost and quality level acceptable to the client
• Supports the department's strategy and business goals/needs by evaluating and implementing functionalities and defining new service performance indicators
• Responsible for improving and streamlining services by:

o Monitoring the level of fulfillment of performance indicators within contracts with external partners

o Monitoring the performance indicators of services provided to the client

o Execution, monitoring and improvement of transition and operation processes and procedures

• Ensures the implementation of work procedures for the delivery of services to clients.
• Ensures that existing agreements and contracts with service providers in the area of activity are aligned with the business needs of clients and agreed performance indicators
• Understands and complies with the Internal Regulations, internal policies and procedures, the Vodafone Group Code of Conduct, the "Compliance in Vodafone" policy - an integral part of the Internal Regulations.
• At the request of the hierarchical superior, performs other tasks that are directly related to the main responsibilities detailed above
• Participates in all mandatory internal courses, communicated by the Employer and in all professional training programs/courses established and communicated by the Employer
• Establishes, together with the direct manager, individual and/or group objectives, both professional and personal development, and inserts them into the Employer's specific online system.
• Ensures the translation of business needs into the team's processes.

Deliverables:

• Centralized report on the activity of the third-party teams in terms of key performance indicators
• Centralized report on the stability of services supported by third parties
• Centralized report and budgeting plan for hardware, software and human capacity requirements
• Processes and procedures for the management of services, incidents, problems and changes in information systems

Skills, knowledge and experience:

• Minimum 3 years of experience in project implementation.
• Minimum 3 years of experience in TELECOM
• Solid knowledge of the product life cycle
• ITIL – modifying, creating and operating IT products and services
• Experience in service operations management
• Minimum 3 years of experience in team management
• Experience in service management

Note: Experience takes precedence over studies and other training courses.

• Processes: project management, problem solving, process management, management and measurement of activity/work
• Team: motivating the team; creating effective teams
• Personal profile: delegating responsibilities; team coordination and motivation, negotiation skills, organizational skills, timely decision making, functional/technical skills, planning, results orientation

Required technical/professional certifications:

• University degree in technical field (automation, IT, telecommunications)
• Other training courses and certifications (special knowledge required for this position): ITIL certification at Foundation level; ITIL Strategist is a plus; Project Management

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

Hybrid working regime 2 days from the office, 3 days remote

Special discounts for Vodafone employees, Friends & Family offers

Demo telephone subscription - unlimited (voice and data)

Voucher for the purchase of a mobile phone

Medical subscription to a top private clinic & other medical benefits

Insurance for hospitalization and surgical interventions

Life insurance

Meal tickets

Bookster subscription

Participation in development programs and challenging projects in the leadership area

Access to internal Wellbeing & Recognition events

Extra vacation days (for seniority, special events, volunteering)

You will benefit from specializations in your field of activity, through programs based on modern training methods and systems

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to for guidance.

Together we can.