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Ticketing Manager

3 meses atrás

Lisboa, Lisboa, Portugal Vodafone Tempo inteiro

Role Purpose:


Manage and Lead the pan-European OSS ITSM and Trouble Ticketing Domain in the NSE Digital Network & OSS function (DN&OSS).

This is a key strategic leadership role in the DN&OSS team, the Trouble Ticketing and ITSM platforms are key to ensuring that Vodafone provides a world class Networks Operations Service to our European customer base.

They are also a vital component of the Vodafone Networks Zero Touch Operations strategy and NOC consolidation strategy element of our Tech2025 vision, which together deliver significant productivity, automation and cost efficiencies for the Vodafone Network Operations (VNO) teams.

The role is multi-faceted in nature, spans all of Vodafones European Markets and requires the Manager ensure successful focus and delivery across the following areas:

  • Transformation Vision work with Senior VNO stakeholders (Heads of and Directors) to build a common transformation vision for Network TT/ITSM modernisation including both technology and business transformation considerations outlined below.
  • Technology Transformation scope and deliver a large scale transformation of our ITSM/TT platforms for Networks where all legacy platforms wll be consolidated onto a new best in class SaaS based solution
  • Business Transaformation work closely with the VNO NoC and Process improvement teams to transform and standardise VNO business processes that will run on top of the standardised tool stack


 BAU
  • Agree and deliver all business as usual activities across the European ITSM/TT platforms that are required to support the ongoinf evolution of our Networks and Operational teams
Additionally the role has very prominent Senior Stakeholder exposure and interaction.

ITSM/TT consolidation and transformation is a key priority for the ExCo Level Chief Network Officer and for the VNO Director and VNO Leadership team.

On this basis exceptional senior stakeholder management (up to C-level) and negotiation skills are a must.

Main Responsabilities:

  • Take a lead role in Tech 2025 strategy and planning for future innovation and technology solutions of OSS Transformation, leading the OSS Simplification subprogram that will consolidate the Network TT/ITSM legacy platforms onto a new consolidated, best in class technology stack
  • Responsible for leading and mentoring a multigeograpahical internal team of design leads, delivery leads and software engineering managers. Also responsible for delivering significant insourcing from our vendor teams through the setup of a new Vodafone Shared Service Centre TT/ITSM factory for Networks
  • Implement a rapid pace of innovation and promote a value led build over buy strategy
  • Innovation drive Zero Touch Operations innovation across the TT/ITSM stack to ensure TT/ITSM evolves to support fully automated Network Monitoring, Trouble Ticketing, Change and Predictive Incident management. Supporting the delivery of productivity and efficiency targets in Vodafone Network Operations.
  • Design and develop the software interfaces and APIs, to ensure the best possible usage of deployed solutions through integration to 3rd party systems (joint venture markets and Vantage towers) and the wider OSS inventory, fault management and performance management stack.
  • Support and drive the process simplification working closely with the Operation Process House to standardise Incident, Problem and Change management processes. Strandardisation will also lay the foundation for massive reuse of Zero Touch Operations usecases and capabilities.
  • Keep the Lights on & Compliance
  • Drive and ensure that the solutons delivered are in full compliancy with Privacy, Security and Lifecycle Management policies.
  • Establish and Lead the evoluition of the central Service Management System for Vodafone Networks, ensuring the best customer experience, with the creation of smart workflows and flexible data models to manage and and resolve incidents faster with intelligent, contextaware, and proactive/predictive incident identification.
  • Manage the relationship with key vendors and maximize the benefits of economics of scale
  • Senior Stakeholder Management manage key Vodafone Network operations stakeholders
  • Director and Head of level to ensure consensus for transformation plans, to ensure that the business transformation in VNO is successful executed and to ensure regular progress and status updates via Director Level Steering committees.
  • Successfully deliver the Vodafone Networks TT/ITSM transformation programme and associated 20m+ benefits case
  • Use automation and advanced ML/AI/Analytics technologies to achieve business process improvement, efficiency targets, ensuring Vodafones competitive advantage and a positive impact bottom line results (OPEX savings).
  • Lead the multidiscplinary and geographically distributed DN&OSS ITSM/TT domain team and double the size of the team over the next 24 months via Shared Service Centre insourcing strategy (inc. delivery of ins