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TV Service Delivery Manager

4 meses atrás

Lisboa, Lisboa, Portugal Vodafone Tempo inteiro
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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.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.


With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

What you'll do


Drives focus on the customer experience to align TV service and sub products with the needs of the business and providing end to end service management and improvement to ensure quality of services according to SLAs.

Who you are

  • University degree in Telecommunications, Computer Science or similar
  • Experience in the TV landscape
  • Team coordination and management
  • Proficiency in English
  • Good technological knowledge of IPTV ecosystem (MR, VTV, HEs, CDN's, OTT, RF, VODs, EPG, DVB)
  • ITIL knowledge
  • AGILE and DevOps methodologies
  • Project Management and tools
  • Advanced troubleshooting and multitasking skills
  • Data analytics and reasoning skills
  • Experience in service management
  • Strong teamwork skills and attention to detail
Not a perfect fit?


Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.

If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

  • Ownership for all the KPI definition with the market stakeholders
  • Control the agreed service management KPIs and ensure they are within
- the SLA's

  • Contribute to the definition of new metrics and indicators that improve the effective monitoring on quality delivery of the services in charge
  • Assure the resolution of problems associated with degradation of the agreed SLA ́s and KPI's
  • Maintaining positive relationships with all local TV Stakeholders
  • Identifying customer needs and overseeing service delivery within the business context
  • Managing conflict and ensuring the team's processes and tasks are carried out efficiently
  • Attend the CAB sessions
  • Identify and help to mitigate risks arising from change activities.
  • Liaise with the several stakeholders to facilitate the busines goals across all markets.
  • Act as a facilitator for the prioritization of changes related to Known problems resolution
  • Incident and problem management
  • Support team during major incident and problem management life cycle
  • Engage with operational teams, engineering and suppliers acting as an enabler for incident recovery, RCA and PIR reviews
  • Taking ownership of customers issues and following problems through to
  • Ensure the Develop of service procedures, policies and standards
  • Harmonisation and automation of flows towards technical areas (Ticket tools and classification)
  • Assure the follow up of cases opened to suppliers and ensure timely responses in accordance SLA defined support contracts
  • Participate in periodic technical meetings with suppliers
  • Analyse proposals from suppliers and forward them for final approval
Who We Are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.

But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.


As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.

We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.

We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.


Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.

We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.

We actively encourage everyone to consider becoming a part of our journey.

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