Provide day to day management of the service desk operation to ensure incidents and change request resolution meets customer and internal SLAs with particular emphasis on customer communication.Manage the provisioning of new services including testing and delivery of customer orders.Ensure effective on-going support for all products, ensuring that the service provided to customers is the highest possible within the resources available. Monitor overall network performance and detect possible service impacting issues; then resolve these, involving development, IP networking teams and external suppliers as needed.To troubleshoot areas of poor system performance and offer solutions to resolve issues both in the immediate future and for the longer term. Quality in Customer relations:Timely, precise, polite, full and comprehensive communication, verbal or writtenHandshake case closures activelyHandshake new customers Incident management in the case of disruption, provide input to (and later prepare) incident/disruption reports.Operate and adhere to the Security Policy and systems including Active Directory and VPN.Manage Number Porting.Project manage large/complex implementations/service deliveries from order submission to customer sign off.Agree customer retention KPI’s with the Management Team in line with the company strategy.

Govern multiple activities with partners related to Release management. Initiate, influence and manage the timing, budget, performance requirements and motivation needed to deliver services to Enterprise IT and Vodafone’s customers according to the contractual intent of the relevant contracts. This role mainly focus Release Management, Supplier/vendor and & Financial management with a strong and direct relation to process and operational management. Ideally, all aspects the test organization works hand in hand with partners to seamlessly provide the servicesEnd to end Project lifecycleRelease FrameworkEnd to end Process development ownership & measurementEnsure process changes are appropriate, documented and implemented as requiredTest Process performance reportingSLA Management & reporting.Ensures agreed service levels are met by managing partner programs and monitoring delivery.Manage the outcomes of service delivery and implement impact mitigation, improvements and communication plans if targets are not metSupport development the relevant KPI frameworkContract ManagementEnsure the partners meet Vodafone requirements according to the relevant contracts.Support the assessment of financial impacts of decisions in close co-operation with the relevant departmentsSupport the review and update of service elements in the contractBenchmarking.