Manager Service Performance & Quality Analytics

Responsibilities

• Define, own, and govern service quality KPIs across multiple markets and service lines
• Establish standardized KPI definitions, measurement methodologies, and reporting frameworks
• Monitor daily, weekly, and monthly performance against agreed targets and thresholds
• Design, build, and maintain automated dashboards and performance reports using 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 root cause analysis for major incidents, SLA breaches, and recurring performance issues
• Define and track corrective and preventive actions in collaboration with cross-functional teams
• Support new service introductions by defining service readiness and performance baselines

Requirements

• Proven experience in KPI framework design and SLA management
• Strong skills in dashboard development and data visualization using Power BI and Excel
• Ability to analyze complex datasets and translate insights into management-ready narratives
• Experience in incident management, service operations, and performance reporting
• Strong collaboration skills for working in multi-market, multi-stakeholder settings
• Degree in Engineering, Business, Economics, Data Analytics, or a related discipline

Benefits

• Exposure to global, multi-market service environments within a leading telecommunications organization
• Opportunities to work closely with senior leaders and influence service performance outcomes
• A collaborative culture that values data-led decision making and continuous improvement
• Flexible working policies to support work-life balance

About the Company

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, delivering intelligent solutions through Talent, Technology, and Transformation. As a leading shared services organization, we partner with customers across the Vodafone Group to simplify operations and drive growth through next-generation services.