The purpose of this role is to manage the seamless transition and integration of new customers (internal and external), or new services for existing customers, into Enterprise Shared Services.
Also responsible to carry out Early Life failure analysis to stabilize operations. The role also includes service design activities like define interlock process , preparation of COM ( Customer Operations Manual ) & Service Support Matrix .
Should be able to Lead and assess, adapt, adopt or create bespoke customer processes .
Project Plan document for On-boarding
Risk and mitigation plan
Stakeholder communication plan
Complete the relevant documentation to enable IT systems to be updated with the required data ensuring all business functions deliver the contractual requirements
Maintain a strong focus on the handover of customers into business as usual activity (where possible) to ensure a good customer experience
Maintain sufficient reporting mechanisms to provide reliable and tangible evidence of delivery and to assist in planning and improvement programs
Ensure the company is compliant in all respects with the relevant legislation and commitments as specified in the company’s telecommunications operator’slicense
Ensure all documentation for new and existing customers is maintained in an effective and quality-driven manner.
Manage the Integration of all 3rd party suppliers in accordance with the contractual obligations and agree effective handover processes that can be tested and agreed.
Ensure contractual obligation towards the Customer is maintained all through the integration life cycle.
Engage with internal teams to ensure cost effective and best in class service for the customer.
Lead representation and provide inputs into relevant governance forum for customer bid process.
Highlight risks to Integration / delivery to the stakeholders in a timely manner and use agreed Escalation procedures to manage issues raised
Take an active role in ensuring all necessary action has been taken to mitigate risks to the Integration (where possible) allowing Vodafone to deliver asper the contractual obligations.
Engage with internal teams to ensure cost effective and best in classservice for the customer
Ensure timely and accurate communication encompassing progress, risk, challenges and opportunities are highlighted through the communication plan to relevant stakeholder community.
Identify transformation / digital opportunities.
No Direct Reports
Graduate, PMP / Prince2 certification desirable.