Service Lifecycle manager

Service Lifecycle Manager
Location: Düsseldorf, Germany or London, UK

Role Purpose:

As part of the Home technology product function, there are two key products this role focuses on:

• Gigahub – An initiative to simplify and deliver a superior experience for our home/fix users by delivering a new range of in-house developed CPEs and a home connected application.
• Super WiFi – Improving the WiFi connectivity at home through a distributed extenders setup and optimisation software components.

As a Service Lifecycle Manager you will be responsible for managing the e2e Super WiFi and Connectivity App service with regards to the overall product lifecycle management including appropriate service levels, safe-guarding the revenue that is generated by the Home portfolio. Your scope will be to define & implement Service KPIs , be responsible for reaching the SLAs on target, maintaining the quality of the service and managing regular service performance meetings with suppliers and local markets. Moreover, you will work closely with product owners and offshore operation teams to ensure service assurance activities are executed and measures are implemented for identified areas of improvements. You also demonstrate strong data acumen and hands on experience with reporting tools that will be vital to monitor and report on service performance and share across the organisation. You will have previous experience as Service Lifecycle Manager ideally in an IT, eCommerce or Telco team with focus on Consumer products. In Vodafone we believe in the values of agile delivery and we see the Service Lifecycle Manager as a fundamental role working closely with commercial teams, and technology teams.

The Service Lifecycle Manager is responsible for:

• Specifying the relevant SLA-defined Key Performance Indicators (KPIs) for the services owned
• Being the main point of contact with the local markets and offshore operations team for all service lifecycle and assurance topics
• Managing suppliers to ensure adherence to SLA´s, incident management and service improvements.
• Analyzing events, incidents and problems that affect service and platform availability. Ensuring clear and timely communication to key stakeholders on such incidents and problems
• Managing new product launches into our local markets, focusing on service introduction, support enablement and monitoring/reporting
• Seeking continuous service improvements in systems, processes, products & services and reporting, from an end-to-end service perspective, in line with current technology and business practices

With us you will:

• Key member of the Agile delivery team to provide required inputs for maintaining service assurance and continuity
• Service Management – Definition of the Support Model, SLA, KPIs and creation of the Service Design at the same time being fully responsible for monitoring production changes and communications to all involved parties.
• Ensuring that all SLA targets are met throughout the product lifecycle. Work closely with offshore operations team to ensure processes for incident management and ticket handling are well defined and followed through
• Supplier Management - Responsible for service management relationship with suppliers. Holding regular service meetings with suppliers as well as internal stakeholders and identifying improvements that drive overall customer satisfaction

• Analytics - Skilled in data analysis tools and able to create reporting dashboards to reflect service quality, availability and continuously analyse KPIs to reflect into product development. Support in the definition of Ops monitoring dashboards and in business reporting requirements
• Stakeholder Management - work closely with local markets, commercial product owners and internal teams ensuring service excellence. Regular review sessions with stakeholders to ensure the support processes are aligned and implemented accordingly
• Manage problems in order to resolve the root cause of major production incidents and prevent the recurrence of these incidents
• Responsible for weekly reporting of service status and performance against KPIs to senior management
• Work closely with infrastructure and operations team to ensure disaster recovery indicators are captured and periodically tested
• Ability to communicate effectively/confidently with both DevOps (technical level) and Commercial (Product level) stakeholders when managing incidents, new demands etc. Own and drive incident/process improvements to resolution and to be seen as the trusted expert and POC for on-shore and off-shore stakeholders

Apply if you have:

• Customer advocate – Continuously identifies opportunities to improve the customer experience (using the service, creating views from passive probes and reporting)
• Service Ownership - Management SLAs, notification and escalation processes
• Business View – Continuously seek for optimization opportunities throughout the value chain (e.g. Process optimization, synergies with other propositions)
• Communication – Excellent written and verbal communication skills
• Analytics – Skilled in the data analysis tools available, is able to create meaningful dashboards to reflect service quality for the various service stakeholders
• Supplier Management – Service and SLA design with Partners & contract mgmt.
• Knowledgeable of Agile methodologies. Excellent skills required to defend the implementation of non-functional requirements user stories.
• Ability to demonstrate strong technical understanding, with the ability to express and communicate clearly to both technical and non-technical audiences.

Must have technical / professional qualifications:

• Related qualification (ITIL. SAFe) and proven experience in mobile/WiFi technology, digital products, software development or IT
• Experience with reporting tools, data aggregation, data insights
• Experience with Customer Premise Equipment (CPE) and application/software development lifecycle
• Technical university degree level
• English language (business fluent)
• Experience in Agile product development
• Experience in using Jira, Confluence, Remedy, Tableau, Splunk & MS Excel

Our commitment
Vodafone is committed to attracting, developing and retaining the best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too.
Ready?
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