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Vodafone Logo Vodafone · IT - Administration

Team Leader, Service Management

Romania, Bucuresti · Job Posted March 26, 2026
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Job Description

We are seeking a Team Leader for Service Management to guide and develop a high‑performing team responsible for delivering high‑quality IT services across complex, business‑critical environments. The role focuses on service governance, vendor performance, SLA alignment, operational excellence, and continuous improvement. The individual will also oversee service processes, audit compliance and collaborate closely with partners, stakeholders, and internal functions.

Job Responsibility

  • Lead, support and develop a team of service management specialists
  • Oversee one or more IT service clusters, ensuring operational continuity and service quality
  • Conduct SLA negotiations and annual reviews with internal and external partners
  • Ensure KPI/SLA achievement through quality assurance initiatives and optimisation measures
  • Coordinate task forces and manage escalations
  • Drive service improvement initiatives and support operational and transformational activities
  • Facilitate training for internal and external partners on processes and emerging IT topics
  • Collaborate on strategic platform‑related projects
  • Guarantee audit compliance, including readiness for ISO 9001 and related frameworks
  • Contribute to the strategic development of service processes, frameworks, and tools
  • Support senior account management with KPI implementation, service model updates, documentation and service catalogue administration

Requirements

  • Fluent in English
  • Experienced in service delivery management within complex environments
  • Skilled in stakeholder engagement, communication and intercultural collaboration
  • Adept in tactical planning, operational performance analysis and process improvement
  • Knowledgeable in IT service management frameworks (e.g., ITIL), enterprise processes and multi‑vendor environments
  • Able to analyse complex technical issues and present information clearly to diverse audiences
  • Proficient with Microsoft Office
  • Holding an IT‑related or business degree, plus ITIL Foundation or equivalent practical experience

Nice to have

additional languages such as German considered beneficial

What we offer

  • Hybrid way of working: 2 days per week/ 8 per month
  • Medical and dental services
  • Life and hospitalization insurance
  • Dedicated employee phone subscription
  • Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget
  • Special discounts for gyms and retailers
  • Annual Company Bonus
  • Ongoing Education
  • You get to work with tried and trusted web-technology
  • 23 days off
  • Special Paternal Program - 4 months of paid paternity leave
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