Job Description

Roles & Responsibilities

Role Purpose:
We are looking for a highly capable Business Solutions Associate Manager to lead technical support operations across Vodafone s enterprise portfolio, ensuring best-in-class customer experience, service availability, and operational excellence. The role is accountable for managing support teams handling a diverse portfolio of solutions (Cloud, IoT, Enterprise Connectivity, Messaging, Security, 010 Hotline), driving customer satisfaction, service performance, and business growth through strong operational and customer engagement leadership. This role offers flexibility to operate across different functional domains within Business Solutions based on business needs. Key Responsibilities:
Operations & Service Excellence: Lead and manage Business Solutions support teams to deliver consistent, high-quality customer experience across all channels. Own service performance KPIs (response time, resolution time, Service availability, customer satisfaction, MTTR) and ensure continuous improvement. Drive incident, problem, and change management practices to reduce recurrence and improve service stability. Customer Relationship & Experience Management: Act as a key point of contact for strategic enterprise customers, ensuring strong engagement and long-term loyalty. Lead customer service reviews, provide technical consultancy, and ensure proactive communication on incidents and performance. Utilize data insights and feedback to enhance customer experience and retention strategies. Commercial, Stakeholders & Growth Enablement: Partner with Sales and Account Management teams to support upselling, cross-selling, and customer retention initiatives. Leverage customer insights to influence product improvements and drive business value. Ensure onboarding and service adoption plans maximize customer success and lifetime value. Manage communication with internal stakeholders, senior management, and external partners. Collaborate with vendors and third parties to ensure optimal service delivery and SLA adherence. Team Leadership & Capability Building: Lead, coach, and develop high-performing technical teams, including junior and senior engineers. Drive a culture of innovation, ownership, and continuous improvement. Define hiring, training, and capability-building frameworks aligned with business needs. Operational Governance: Own operational governance forums, service reviews, risk management activities, and continuous improvement initiatives to ensure sustainable service excellence. Risk Management: Identify operational risks and implement mitigation plans to minimize customer impact and service disruption. Financial Efficiency: Support cost optimization initiatives through efficient resource utilization, automation, and operational excellence programs.

Desired Candidate Profile

5+ years in technical / telecom / IT services environment. Proven experience in customer support, service operations, or managed services. Experience leading technical teams in a high-performance environment. ITIL Certified is a must, PMP is a plus. Skills & Core Competencies:
Strong leadership and people management capabilities. Excellent communication, stakeholder management, and presentation skills. Analytical mindset with strong data-driven decision-making skills. Ability to manage complex operations and multiple priorities. Customer-focused, with a strong drive for service excellence.