ERP Service Improvement & Customer Experience Lead - VOIS

Skip to main contentCareersDashboardProfileEnglishJoin Talent NetworkSign InSingle PositionIf we can connect, we can create a better future. Join us.View All JobsHybridERP Service Improvement & Customer Experience Lead - VOISPune, Maharashtra, IndiaApply NowFind out how well you match with this jobUpload your resumeJob descriptionPerks and benefitsRequisition ID286732Date posted07/20/2026Who 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, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFutureAbout this Role We are seeking a highly customer-focused professional to act as the primary contact for allocated markets, shared service centres, and business functions within ERP & Management Services. This role is responsible for driving service excellence, stakeholder engagement, SLA governance, escalation management, service transition activities, and continual service improvement across the EVO support environment. The successful candidate will collaborate closely with business stakeholders, support teams, suppliers, and service partners to ensure high-quality service delivery, operational stability, and customer satisfaction.What you’ll do  Act as the ERP & Management Services Single Point of Contact for assigned Markets, Businesses, Shared Service Centres, and functional stakeholders.Gather business requirements, understand concerns relating to EVO Operations, and provide effective service support.Monitor and improve customer satisfaction through regular engagement and feedback mechanisms.Manage SLA delivery and ensure service reporting is accurate, relevant, and aligned to stakeholder expectations.Conduct regular Service Review Meetings and maintain service reporting and meeting documentation.Review and adjust ticket priorities based on SLA commitments, business impact, and customer requirements.Manage incident, change, and service escalations for allocated Markets and Businesses.Serve as the key contact for high-impact incidents and business-critical operational issues.Coordinate escalation reporting and ensure timely communication with service leadership teams.Provide support outside standard working hours when required to address critical business-impacting issues.Review and optimise the service support model to ensure alignment with evolving business needs.Manage service communications and ensure information distributed to stakeholders is accurate and timely.Coordinate communication of problem investigations, root cause analysis findings, and resolution activities.Lead continual service improvement initiatives and maintain improvement plans.Identify recurring issues, service risks, and opportunities for operational enhancements.Collaborate with stakeholders and support teams to improve service quality and customer experience.Support the transition of new markets and services from project delivery into operational support.Ensure smooth movement from project phase to hypercare, stabilisation, and business-as-usual operations.Facilitate Hypercare Go Live Operations calls and...