VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
About This Role
We are seeking a Senior Technology Engagement Lead to drive customer engagement and ensure the alignment of integrated IT services across a large-scale technology portfolio. This role acts as a strategic bridge between service delivery teams, technical account management, and customer IT leadership, ensuring customer success through strong governance, stakeholder collaboration, and operational excellence. The role focuses on customer advocacy, service alignment, and supporting transformation initiatives while maintaining strong relationships up to CIO level.
What You’ll Do
- Act as the primary senior engagement point for technical teams and customer leadership, building trusted and effective relationships
- Advocate for customer needs within the organisation, ensuring alignment with business objectives and service delivery priorities
- Collaborate with Global Service Leads and cross-functional teams to ensure services deliver value and integrate seamlessly
- Oversee service performance from a customer success perspective, identifying improvements and addressing issues proactively
- Define and manage governance frameworks to ensure alignment across stakeholders and maintain consistent service delivery
- Manage escalations, ensuring timely resolution and clear communication with all stakeholders
- Provide strategic insights and identify opportunities to enhance customer experience and support transformation initiatives
- Support solution alignment across stakeholders within system integration programmes and customer initiatives
- Oversee operational reporting, ensuring insights are accurate, relevant, and actionable
- Drive continuous improvement initiatives to enhance operational efficiency and customer outcomes
Who You Are
- Demonstrated ability to build and maintain relationships with senior IT stakeholders, including executive leadership
- Strong understanding of IT service management frameworks, particularly ITIL, and their practical application
- Experience in managing complex, cross-functional IT environments and delivering customer-focused outcomes
- Strong strategic thinking skills, with the ability to align operational delivery to broader business goals
- Ability to identify opportunities that enhance customer value and support transformation initiatives
- Experience contributing to financial planning, business cases, and cost efficiency initiatives
- Proven capability to manage escalations and ensure continuity of service in operational environments
- Excellent communication skills, with the ability to translate technical concepts into clear business language
- Experience leading virtual, multi-location teams within a matrix organisation
- Adaptable and proactive approach, with the ability to operate effectively in dynamic environments
What Skills You Will Learn
- Advanced stakeholder engagement and customer advocacy techniques at leadership level
- Governance frameworks and operational excellence practices within IT service delivery
- Strategic alignment of IT services to customer business objectives
- Transformation programme support and solution alignment methodologies
- Performance reporting, service improvement, and customer success measurement
What’s In It For You
- Opportunity to work on high-value, enterprise-level IT service portfolios within a global organisation
- Exposure to senior stakeholder engagement and strategic customer relationship management. Involvement in transformation initiatives and system integration programmes.
- Collaboration across diverse, international teams and functions
- Development of governance, customer success, and service alignment expertise
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
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