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Vodafone Logo Vodafone · IT - Administration

Service & Customer Success Manager

Türkiye, İstanbul · Job Posted March 01, 2026
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Job Description

This role is critical in defining, governing and continuously improving the processes, standards and operating model required to deliver Vodafone Business Technology Solutions products and services in a consistent, scalable and customer-centric manner. As a customer-facing function, it is accountable for end-to-end service performance, proactive stakeholder engagement and driving measurable customer satisfaction and retention within the scope of Service & Customer Success Management.

Job Responsibility

  • Define, govern and continuously improve the processes, standards and operating model required to deliver Vodafone Business Technology Solutions products and services
  • Accountable for end-to-end service performance, proactive stakeholder engagement and driving measurable customer satisfaction and retention
  • Act as the central coordination point between customers, operations, IT and cross-functional teams to ensure seamless end-to-end service delivery and sustainable customer success
  • Contribute to service design and governance frameworks (incident, problem, change and request management)
  • Define, track and continuously improve operational and customer success KPIs (SLA, OLA, CX metrics, retention indicators)
  • Proactively manage customer relationships through regular service reviews, performance reporting and structured communication
  • Lead critical issue management and act as the primary escalation point during major incidents
  • Identify efficiency, optimization and value-creation opportunities both operationally and financially
  • Ownership of annual budget planning and follow-up within the service scope
  • Participate in internal and external audits, ensuring full compliance with contractual, regulatory and governance standards

Requirements

  • Minimum 7+ years of experience in Service Management, Customer Success or Managed Services, with team leadership experience
  • Proven people management experience (coaching, performance follow-up and team development)
  • Exposure to sales collaboration, revenue protection and customer retention management
  • Experience in managing enterprise customers and conducting service review meetings
  • Strong knowledge of ITIL-based service management processes (Incident, Problem, Change, SLA governance)
  • Accountability for service performance, customer satisfaction and portfolio health
  • Experience in budget follow-up and cost control within a service scope
  • Strong stakeholder management and cross-functional coordination skills
  • Analytical mindset with the ability to track KPIs and translate performance into actionable insights
  • Excellent written and verbal communication skills

What we offer

  • Vflexy: Flexible Benefits Program
  • Hybrid working kit
  • Ergonomic kit allowance
  • Digital meal voucher
  • Flexible transportation allowance
  • Employee assistance hotline & counselling
  • Comprehensive and flexible private health insurance
  • Discounted price deals for wide range of products & services
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