Principal Service Manager

Farnborough, Hampshire
  1. Full Time
  2. Customer Relationship Management
Posting date:29 Sep, 2019


Principal Service Manager 



The Service Relationship Management team, part of the UK Enterprise Major Business function, own the service relationship within nominated customer accounts. 


The team: 

Are accountable to clients for the operational areas of Vodafone including mobile, ‘fixed’, IoT and VCS. 

Own and report on Service Level Management. 

Create Service Development Plans (SDPs) and Service Improvement Plans (SIPs). 

Driving improvements in Care through the use of SAM and CER processes. 

Represent customers’ requirements and interests within Vodafone. 

Are key to increasing overall customer satisfaction (NPS). 

Ultimately the Service Relationship Management community are crucial in creating and maintaining the right conditions to sell using the sales-service-solution partnership and protecting existing revenue and the Vodafone brand. 

Principal Service Managers are aligned to the largest and most complex Enterprise clients and are accountable for the end-to-end service experience for those customers.

Actively participate in the management of Vodafone Major incidents on a rota basis 

Maintain existing Customer revenue and mitigate any churn events. 

Accountable for developing and maintaining an industry leading end-to-end service experience for aligned customer(s) 

Accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc 

Driving the performance of operational teams to support in-life service delivery to customer. 

Owns the relationship with key customer stakeholders for in-life service. 

Maintain close engagement with associated sales teams. 

Drive continuous service improvement and service development , Increasing customer satisfaction and Net Promotor Scores (NPS) 

•Maintain contractual governance and commercial awareness. 



Experience/Skills Required:

Understanding of service management & relevant tools/methodologies

Risk management

Senior stakeholder management

Eligible for Security Clearance

Our commitment


We’re committed to recruiting the best people, whatever their background. If you have a disability, learning difficulty, medical condition or any other individual need, we’d be happy to talk to you about making reasonable adjustments to our application and selection process to allow you to be your best.

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