• Primary service interface to the customer.• Manage a portfolio of clients.• Build strong and positive relationships with clients at various levels.• Understand client's core business and how to best support them in the ongoing monitoring engagement.• Have a full understanding of the customer engagement and Sourcing’s operations• methodology to enable reporting on services per client.• Escalation point for all service delivery issues from the customer.• End-to-end service hub delivery and measurement to defined customers.• Development and integration of business specific service level agreements.• Definition, negotiation, development, management and enforcement of policies,• processes, and procedures within the customer environments.• Problem escalations and communications to the account executives and customer end users and management.• Monthly and ad hoc reporting of service delivery information to the customer.• This is done in conjunction with the customer and any third-party Service Delivery• Managers. This includes the presentation of the monthly reporting to the customer.• Managing and understanding the impact of changes to the customer’s infrastructure.• This will be done within the Change Management guidelines.• Resolving outstanding issues with senior Choice Sourcing and / or customer management and account executives.• Management of 3rd parties involved in the operations and user support environments.• Customer monthly and quarterly customer satisfaction surveys.• Ensuring service support functions are delivered in accordance with the agreed service levels.• Planning of service requirements.

• Lead, Part of a team providing Level 2 mission critical support on a Vodafone transformation programme based on the Oracle Telecom stack major products namely BRM, Siebel CRM, FMW, OSM, ASAP etc. • It’s one of the most vital projects for Vodafone starting from Customer Provisioning, Billing, Customer Care, Mediation and identity• The Service Manager will form part of a team onsite responsible for Level 2 support (Issue analysis, Deployments, Support delivery function, Problem management and Major Incident resolution) of all the NewCo systems to ensure smooth & fault free operation of Vodafone’s mobile operation with maximum customer satisfaction.• Service management within a highly critical technology environment• Ensure Service availability of the entire Oracle applications stack as per agreed SLA/KPI• Management of Major Incident Management war room activities to ensure quicker service restoration• Track all service issues & ensure documentation till closure• Stake holder Management (Onsite Service owners, offshore service delivery teams and Delivery support owners) including reporting & escalation• Line Management function for all service delivery staff,• Functional Management of Ignition owned External product offering, • Internal functional management of Ignition Group service assurance

Main Duties• Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop,.• Act as a further escalation point for unresolved or escalated calls• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles• Report to senior managers on any issue that could significantly impact the business • Attend Change Advisory Board meetings • Take overall responsibility for incident management and request fulfilment on the Service Desk. • Ensure staffs takes ownership of user problems and be proactive when dealing with user issues.• Ensure all calls are logged in the Service Desk logging system.• Allocate more complex calls to the relevant IT Support member.• Arrange for external technical support where problems cannot be resolved in house.Other Responsibilities• Contribute as appropriate as a member of the Management Team• Undertake peer reviews as required to improve the quality of work, and body of knowledge, of the Service Desk team.• Mentor staff to improve the capabilities and usefulness of the Service Desk team.• Maintain of SLA at all times, with 3rd Parties / Telco`s / Client • Provide On Call Support on a Roster• Attend meetings as required• Work both independently as well as part of a team to ensure that work gets completed. • Share knowledge as and when required with other staff• Any other task or activity that will contribute to the successful operation of Service Desk.

• Training all staff on all clients that the Service Desk Supports, (Client / Product specific training)• Training is incorporated in groups and individually, also remotely via Telepresence and presentations.• Inclusion of multiple products and multiple functions ( LAN / WAN / MPLS / GAN /L1 / L2 / IPT).• Involved in all training provided to Service desk management in process off handover from service delivery / project team, • Initial testing of applications and access for new client and new services to be taken onto the Service Desk (Quality Checks)• Present on all Service Delivery Forums for new services, identify processes and develop process documentation for Service Desk L1 / L2 Agents. • Performing refresher sessions for older staff • Provide continuous support for all Agents on the Service Desk, • Maintain schedule of training• Track and report training metrics• Coordinate and provide training on, internal software applications and Service Desk• Coordinate with Head of Service Operations / Incident managers / Service Delivery Management/ to extract information and develop training documentation for the service desk, (this is done during new service handover)• Attend all training from technical teams and service delivery management to bring new service into maintenance • Conduct Dry Run test calls for new customers, testing processes with clients and 3rd Parties,

• Central Communication point for Major Incidents for the client, • Respond to user escalations and engage functional escalation and service delivery management as required.• Responsible for escalating Incidents and User Service Requests • Engage CIM in case of conversion from Expedite Request to Escalation, or when a Major Incident is identified• Assist the queue managers with the correct rerouting of the misrouted tickets• Participate in incident management meetings• Identify process improvements• Provide incident report to problem management• Ensure their organization is aware of current incident process and adhere to itPerforming full end to end Incident Management Role, responsibility and management of Incident numbers / Trending / decreasing MTTR / ensuring Major Incident Management Process is working and adhered to, confirmation of pro active alerts / monitoring are communicated out to client well within contract and SLA Agreement, Adhering to resolving faults within agreed SLA / Hos weekly calls with Client and technical resolver teams / 3rd partied where required, provide support to Operations and Service Management where required to create continuity and value creation.Enabling Problem and Change Management where required, with ITIL Framework

Co ordinate new roll outs in the Telecom Industry worldwide, Mainly involved in Executing,