VodafoneThree - Principal Service Manager

Location: Customer Site Visits in Scotland (weekly) + Location Independent Worker
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
Duration: 12 Months FTC



Location Independent Worker

As a Location Independent Worker, for operational reasons you may be required to perform your duties, either temporarily or permanently, from any of our offices or customer sites within a reasonable geographic area of your home address. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
 

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).
 

What you’ll do

The Service Relationship Management team, part of the Vodafone Business UK function, own the service relationship within nominated customer accounts.  Our Principal Service Managers are aligned to the largest and most complex Business clients and are accountable for the end-to-end service experience for those customers.

• You will maintain existing Customer revenue and mitigate any churn events.
• You will be accountable for developing and maintaining an industry leading end-to-end service experience for aligned customer(s)
• You will be accountable for delivery of customer’s contractual service deliverables, including service levels, reporting etc
• You will be driving the performance of operational teams to support in-life service delivery to customer.
• You will own the relationship with key customer stakeholders for in-life service.
• You will maintain close engagement with associated sales teams.
• You will regularly drive continuous service improvement and service development, Increasing customer satisfaction and Net Promotor Scores (NPS)
• You will be responsible for maintaining contractual governance and commercial awareness.

Who you are

• You have a passion for understanding the customer’s business, strategy and market environment.
• You can confidently discuss our products and services that support customers’ existing and future requirements with key senior customer stakeholders.
• You have the ability to identify risks in advance and create a solution.
• You can manage and drive performance of third-party suppliers.
• You are comfortable with managing escalations both internally and externally through to resolution
• You have a passion for leading others in a matrix management environment.
• You are capable of tailoring communication styles to appropriate audiences.