Role purpose:

Vodafone is Oman’s latest Network Operator. The presence of Vodafone in Oman will contribute to the development of all sectors, including the economic and educational sectors, and in line with Oman Vision 2040.

Our purpose is to ‘Connect for a Better Future ‘which underpins everything we do. Our solutions will positively impact society as we connect everyone in Oman for a better future. What we offer are market-leading customer experiences and innovative digital services.

We are looking for energetic self-starters to work in this 100% Omani owned, positive collaborative start-up environment, where key talents will create Oman’s happiest workplace. We are looking for individuals with an entrepreneurial mindset who get excited by challenges and constant change and truly want to positively impact the lives of our customers and the people of Oman.

We are seeking a highly skilled and experienced Service & Customer Assurance Lead. Who will be responsible for designing, implementing, and maintaining technology service and customer assurance processes, workflows in service management tool, Vendor management e2e SLAs / KPI governance, Quality assurance, Audits and Continual service improvement. The ideal candidate will have deep technical expertise in Telecom services call flows, customer experience, Audits and quality control, SLAs, KPIs and KQI Governance.

Key accountabilities and decision ownership:

• Lead, mentor, and develop a team of service delivery and assurance representatives.
• Set clear performance goals and provide ongoing feedback and coaching.
• Foster a positive and high-performance team environment.
• Develop and implement quality assurance processes to monitor and improve service standards.
• Conduct regular evaluations of customer interactions and provide actionable insights.
• Address and resolve escalated customer issues in a timely and effective manner.
• Ensure compliance with all set processes and policies. Conduct random sample audits work with internal and external audit teams to ensure 100% complains and Zero Major non-compliant observations.
• Analyse customer feedback and service metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to implement strategies for enhancing the customer experience.
• Drive initiatives aimed at increasing customer satisfaction and loyalty.
• Ensure all customer complaints are resolved withing Set SLAs and KPIs.
• Identify and implement process improvements and automation opportunities to enhance efficiency and service quality.
• Develop and maintain service documentation, including procedures and guidelines.
• Ensure compliance with company policies and industry regulations.
• Manage relationships with external vendors and partners to ensure service quality and performance.
• Negotiate contracts and service agreements with third-party providers.
• Monitor vendor performance and ensure compliance with contractual obligations.
• Generate and present reports on service performance, customer satisfaction, and team productivity.
• Utilize data-driven insights to make informed decisions and recommendations.

Core competencies, knowledge, and experience:

• Uses a range of research and data analysis techniques to identify changes in the operating environment that have a direct impact on business.
• Translates data into insights that identify opportunities and highlights threats to the business.
• Be able to work independently and must have prior knowledge on how to manage, escalate and resolve telecom and IT technology issues in a management service context.
• In-depth knowledge of MVNO operations, service delivery processes, and quality assurance practices.
• Excellent problem-solving and analytical skills. Good working knowledge of shift based 24/7 operating in a managed services environment for Telco.
• Good understanding of industry standards & best practices like ITIL, ISO 2000 and ISO2700.
• Working experience on the key Operational processes like, event, Incident, change, problem, and Service Management.
• Good Understanding of Service Management and Service KPIs, Excellent Partner and Vendor management
• Ability to make decisions outside of established procedures but within a policy framework. Experience in Management & definition of operational KPI’s, SLAs, OLAs, TAT etc for Manages Service Partners.
• Good written and spoken English. Written and spoken Arabic is an advantage.
• Excellent reporting & Communication skills

Key Job indicators:

• Establish processes to objectively measure Service levels and Supplier / partner performance.
• Governance & Management of SLA, OLA, KPIs and KQIs compliance against set targets as well as opportunities for improvement and automation.
• Compliance to ITIL, processes and agile ways of working.
• Ensure internal and external audit are run smoothly without any Major observations.
• Reduction in Number of Customer complaints & Service impacting incidents.
• Ensures Governance and compliance of Change and Release management as per set KPIs & SLAs.

Must have technical / professional qualifications:

• Bachelor’s degree in engineering or information Technology from a recognized university or equivalent
• At least 15+ years’ work experience in Customer experience and Service management of mobile services in, technology operations Managed Services environments out which 5+ in Leadership role.
• Good Understanding of Mobility Network daily O&M processes & Good knowledge of mobile call flows for 5G,4G & 2G.
• Understanding of Cloud and Virtualized network Environment, IT, GSM, IP, TX and VAS systems is a value add.