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Vodafone Logo Vodafone · IT - Administration

Manager_service Performance & Quality Analytics

India, Pune · Job Posted May 16, 2026
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Job Description

We are seeking a service performance and quality professional who will take end‑to‑end ownership of service quality governance across multiple markets. This role focuses on defining and managing KPIs, monitoring SLAs, delivering performance insights, and driving continuous improvement through data‑driven decision making. The role works closely with Operations, IT, Network, and Business teams and provides clear, actionable inputs to senior leadership.

Job Responsibility

  • Define, own, and govern service quality KPIs across multiple markets and service lines
  • Establish standardised KPI definitions, measurement methodologies, and reporting frameworks while enabling market‑specific flexibility
  • Monitor daily, weekly, and monthly performance against agreed targets and thresholds
  • Design, build, and maintain automated dashboards and performance reports using tools such as Power BI and Excel
  • Publish performance packs highlighting trends, risks, and improvement opportunities for senior stakeholders
  • Track SLA compliance, incident volumes, resolution trends, and service availability metrics
  • Lead and support root cause analysis for major incidents, SLA breaches, and recurring performance issues
  • Define and track corrective and preventive actions to closure in collaboration with cross‑functional teams
  • Support new service introductions by defining service readiness, acceptance criteria, and performance baselines
  • Contribute to governance forums, audits, performance reviews, and leadership escalations

Requirements

  • Experienced professional with strong exposure to KPI framework design, SLA management, and service performance analytics
  • Skilled in dashboard development and data visualisation using Power BI, Excel, or similar BI tools
  • Confident in analysing complex datasets and translating insights into management‑ready narratives
  • Experienced in incident management, service operations, and performance reporting environments
  • Comfortable working in multi‑market, multi‑stakeholder settings with strong collaboration skills
  • Able to influence outcomes, communicate clearly with senior stakeholders, and drive actions to completion
  • Educated to degree level in Engineering, Business, Economics, Data Analytics, or a related discipline

What we offer

  • Exposure to global, multi‑market service environments within a leading telecommunications organisation
  • Opportunities to work closely with senior leaders and influence service performance outcomes
  • A collaborative culture that values data‑led decision making and continuous improvement
  • The chance to contribute to service transformation and operational excellence initiatives
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