IT Excellence & Technical Lead

Who We Are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, we partner with customers across Vodafone Group, local markets, and partner markets to simplify and grow. With Accenture, we drive transformation and meet industry challenges.

Location:

Newbury or Paddington

We are seeking 2 experienced IT Service Management professionals to lead technical excellence and integration across multiple ITSM domains. The role focuses on driving value-based outcomes, improving service performance, and championing digitalisation and automation initiatives.

• Drive collaboration across ITSM practices including Major Incident Management, Reliability Management, Service Desk, Service Readiness, and Configuration Management
• Analyse customer data and service trends to identify recurring issues and escale structural remediation opportunities
• Coordinate end-to-end delivery of solutions for customer pain points, ensuring alignment with operational standards and strategic objectives
• Champion best practice sharing, knowledge management, and continuous improvement across ITSM teams
• Define and report KPIs and OKRs to measure performance and impact of improvement initiatives. Promote adoption of automation, AI-driven ITSM tools, and digitalisation to enhance efficiency and customer experience.
• Provide actionable insights through unified reporting and data standardisation for leadership decision-making
• Engage stakeholders at all levels to build trust and communicate achievements effectively

• Minimum 5 years’ experience in IT Service Management within large-scale, complex organisations
• Proven expertise across multiple ITSM practices and strong understanding of ITIL frameworks
• Skilled in analysing service trends and driving structural remediation. Experience in project management methodologies such as Agile, Kanban, or SAFe.
• Familiarity with ITSM tools (e.g., Service Now, BMC Helix) and automation initiatives
• Strong stakeholder engagement and influencing skills across diverse teams and cultures
• Excellent communication skills for strategic reporting and engagement
• ITIL Foundation certification required; advanced ITIL and project management certifications desirable

Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Opportunity to lead strategic ITSM initiatives and influence senior-level decisions
• Exposure to cutting-edge technologies, automation, and AI-driven ITSM solutions
• Work in a global, collaborative environment with diverse teams and stakeholders
• Contribute to transformation programmes that directly impact customer experience and operational excellence

• Advanced ITSM integration and cross-functional collaboration
• Data-driven decision-making and KPI/OKR management
• Strategic stakeholder engagement and influencing at senior levels
• Expertise in automation, digitalisation, and emerging ITSM technologies
• Continuous improvement methodologies and governance frameworks

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, including but not limited to 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.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.