A Service Designer will engage with Sales Specialists and Account Managers to determine the most appropriate Vodafone service solution that meets the needs of the customer . You will respond to requests for service designs for technology or technology-derived solutions from the customer using standard Vodafone products and designs.
As a Service Designer you will work closely with other members of the team, including those that exist within Direct Sales and the wider Business and Vodafone teams. This will cover a range of disciplines i.e. Sales Team, Commercial, Operations, Product, Programmes & Projects and Service to ensure that the Service solution designed is fit for purpose and can be readily deployed and operated in a profitable manner.
The key deliverables for the Service Designer are high-quality, commercially viable service solutions that have been approved by the customer and all internal stakeholders. The Service Designer t is responsible for creating the relevant documentation to established standards. This will detail the proposed solution that will be contracted with the customer with full equipment back off and support costs included
The Service Architect is responsible for the end to end design of customer support solutions for all business propositions and for the alignment of VBU customer support delivery strategy with the wider Vodafone Services Operations Strategy.
Service Design
Definition of service deliverables for VBU business including but not limited to Managed Service ,WAN, LAN, WLAN, UC, SIP, Security etc
Alignment of VBU delivery strategy with wider Vodafone strategy through tight interlock with VF IE service operations
Service point of contact for business and customer during requirements capture phase.
Design of service solutions to solve specific customer problems, starting from agreed requirements moving through conceptual and logical to physical designs; Understanding the limits of selected products / technologies associated SLA and identifying high level options that can fulfil customer business need / fit with Strategy
Assist other members of the Solution Design team in designing an overarching service solution for a multi-product solution design.
Act as the VBU point person for all service delivery strategy initiatives and issue resolution i.e. issue with service design
Design and signoff of all customer support solutions/CARE models for VBU. Ensure all designs are in line with agreed Service operations delivery capability. Agree approach to non-standard service delivery requirements before contract signature
Alignment of VBU customer support solutions with capabilities of existing Vodafone 1st, 2nd & 3rd line support teams across all desks.
Definition and signoff of customer Support Service Level Agreements and internal Operational Level Agreements
Design and implementation of third party support integration into Vodafone support solutions and management of third party SLA’s
Support Service operation in the design and development of new service support processes and the launch of those processes into customers and the business
Analysis of VBU pipeline in support of future service support requirements and identification of skills gaps required to support future business
Development of the key documentation required for service support solution (High Level Soln. Architecture, low level design, Contracts, SLAs & OLAs)
Create and manage a repository of service solution documentation
Sales
Responsible for service design support to commercial discussions.
Responsible for providing service back off costs for Finance approval.
Responsible for providing the service component of bid material/Tender responses for Account Manager/Sales
Responsible for supporting the Account Manager during the bid discussions with the customer
Responsible for presenting the service solution to clients at peer level
Customers, supplier and third parties
Champion customer centric thinking from definition of support strategy through to service execution
Drive customer engagement programs across all levels within customer organisations for Vodafone support services
Champion excellence in customer service support and be the evangelist for Vodafone Support services
Develop customer insights to support the formation of the overall support strategy and operational plans
Lead third party relationship management for integrated support solutions to VBU customers
Leadership and Teamwork
Lead the VBU service delivery function within the Solutions and Service Design team to ensure customer delivery and satisfaction and alignment to VF delivery process and capabilities
Drive the virtual support teams (Service Operations, Vodafone Global, Third Parties etc.) to deliver customer and business SLAs & OLAs
Drive the service support operational reviews and help develop and report on service support KPIs
Innovation and Change
Liaise with Local Operations Support team and Vodafone Global teams and agreed third parties to ensure implementation of the latest customer support solutions for VBU.
Innovate customer support solutions with key stakeholders and customers
Manage the change process associated with operation service delivery in conjunction with Service operations
Communication
Demonstrate strong communication skills and ability to tailor communication and interaction style to different audiences (Internal\Partner\ Customer) in a clear and simple way
Create a trust based environment with customers and the solutions design team that encourages honesty, integrity and follow through on all actions
Essential
3rd Level Qualification
Understanding of Telecommunication and IT service models and their practical application (e.g. ITIL, eTOM)
Ability to build strong internal / external relationships with key stakeholders
Focused on delivering the highest customer service standards to ensure a differentiated customer experience.
Service design with 5 + years experience, preferably in a large complex sales environment
Proficient in Microsoft Word, Excel and Powerpoint
Strong communication/influencing skills
Operates effectively with virtual teams & dependencies on the performance of other business areas
Ability to demonstrate Problem Solving, Analytical thinking and Decision making
Desired
3rd Level Technology Qualification or Degree in Electrical\Electronic Engineering or Computer science.
Knowledge of WAN design and Routing protocols
Understanding of Data Switching (subnetting, VLANs QoS)
Understanding of SIP Trunking, IP Telephony & Networking
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
Free Parking
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
