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We are seeking a detail-oriented and collaborative individual to support our 24x7 Change Management operations. The role involves managing end-to-end communication for planned work, coordinating with engineers and customers, ensuring adherence to process governance and SLAs, and maintaining a high level of accuracy in all interactions. This position is ideal for someone who excels in multitasking, communicates clearly, and thrives in a dynamic, real-time operational environment.
Job Responsibility:
Apply governance to internally raised remedy changes and planned work across the Vodafone network
Coordinate and issue customer communications for planned work, including notifications, updates, cancellations, and re-scheduling
Handle engineer site access calls, ensuring accurate verification and ticket updates
Respond to customer and internal stakeholder enquiries using available sources and tools
Process change requests and escalate priority issues when needed
Manage remote logon/logoff requests for planned works and ensure correct documentation
Send accurate customer notifications within SLA timelines for both planned and real-time activities
Monitor the NCM inbox during UK out-of-hours and support customer access requests for network sites
Raise and complete Clarify, CPS Cease Orders, and SDA Voice orders while updating inventories
Participate in process discussions and represent the team as nominated
Collaborate with colleagues to build productive relationships and share knowledge
Address general customer queries regarding planned work during UK out-of-hours
Requirements:
Skilled in written and verbal communication with strong attention to detail
Flexible and energetic, with the ability to work in a 24x7 rotational shift environment
Self-driven, adaptable, and capable of multitasking effectively in real-time operations
A collaborative team player with strong interpersonal skills
Familiar with ITIL processes
certification is desirable
Experienced in change management or incident management processes
Exposure to international voice customer handling is preferred
Understanding of telecom, IT, or network products is an advantage
What we offer:
Opportunities to work in a real-time, global, multi-platform change management environment
Experience collaborating with diverse operational teams and stakeholders
A chance to grow within a fast-paced domain that supports critical network and customer operations
Exposure to structured ITIL-based processes and telecom network activities