Service Designer

The Enterprise IT Delivery department caters to IT/IS needs of four vertical business units in Vodafone Group Enterprise that include Vodafone Global Enterprise, Vodafone Carrier Services, Machine-to-Machine / Internet of Things, and Cloud & Hosting Services, each with their own portfolio of products and services. The function also build re-usable assets that cater to the IT/IS needs of Enterprise Business Units in a number of Vodafone Local Markets.

The Service Solution Designer will provide a step change in order to extend/complete strategic programs (which covers – Enterprise Mobility, Unified Communications, Cloud & hosting and Fixed Connectivity) proposition to deliver an end to end customer experience lifecycle aligned with the Vodafone brand and industry best practices. Key focus will be to design, build, assure cost-to-serve standards and implement services operating models based on continuous improvement and right sourcing at worldwide level

Responsibilities

• Accountable for planning, feasibility, design and timely transition to in-life of Enterprise Products services’ E2E Customer Journey encompassing Fulfilment, Assurance and Billing.
• Delivery of Services requirements, including As Is and Gap Analysis models, cost and competitive analysis, in order to create an information baseline that supports the definition and rollout of competitive services solutions to fulfil requirements.
• Being able to manage small to medium scale service delivery for centrally provided/supported enterprise products.
• Contribute actively in the Knowledge Management and Continuous Improvement

Requirements

• Strong service design background
• Excellent Communication, Facilitation & Consultancy skills
• Ability to understand customer journey encompassing Fulfilment, Assurance and billing and Processes in enough detail to communicate effectively with experts in those areas to enable delivery of product requirements
• Awareness on Order Management / Service Provision processes – Service Assurance processes would be good.
• Exposure working on UC (Unified Communications), Contact Centre and IPVPN products would be good.

Experience:

• Strong service design background
• Understand  Fulfilment, assurance and Billing Functions and Processes in enough detail to communicate effectively with experts in those areas to enable delivery of product requirements

Must have technical / professional qualifications:

Educated to degree level and/or relevant technical experience (preferably 8+ years) with a proven track record of delivering complex cross-domain IT/IS solutions architectures and designs in the telecommunications industry