IT Excellence & Technical Lead

We are seeking an experienced IT Excellence & Technical Lead to act as a cross-functional technical integrator and value-driven enabler across multiple IT Service Management (ITSM) domains. This role focuses on driving operational excellence, improving service performance, and translating customer pain points into structural remediation and value-based outcomes. You will work closely with senior stakeholders, customers, and global ITSM practices to deliver integrated solutions, champion automation and digitalisation, and provide actionable insights that improve customer and employee experience. The role sits within Digital & IT Service Management and plays a key part in shaping how ITSM capabilities are delivered, evolved, and measured across the organisation.

What you'll do

• Drive cross-practice collaboration across ITSM domains including Major Incident Management, Problem Management, Service Desk, Service Readiness, SSI, Service Compliance and Configuration Management.
• Act as a technical and integration lead, ensuring end-to-end alignment between ITSM practices, operational standards, and strategic objectives.
• Proactively analyse customer data, service performance, and trends to identify recurring issues, micro problem management themes, and structural remediation opportunities.
• Coordinate the end-to-end delivery of solutions that address customer pain points, ensuring seamless integration with existing service offerings.
• Champion automation, digitalisation, and AI-driven ITSM initiatives to improve efficiency, resilience, and customer experience.
• Co-define, track, and report meaningful KPIs and OKRs, providing clear insight into service performance, impact, and continuous improvement outcomes.
• Support data unification and standardisation, enabling actionable insights and consistent reporting for leadership decision-making.
• Engage and influence stakeholders at all levels, building trust, securing sponsorship, and clearly communicating outcomes and value delivered.
• Act as a business owner for strategic service management initiatives, managing risks, dependencies, and alignment with the ITSM roadmap.

• An experienced IT Service Management professional with 5+ years' experience in large-scale, complex IT environments.
• Proven ability to work across multiple ITSM practices and act as a connector between teams, functions, and stakeholders.
• Strong understanding of ITIL frameworks and lifecycle management, with a focus on outcomes rather than process for process' sake.
• Highly analytical, with the ability to translate data, trends, and patterns into actionable insights and remediation plans.
• Comfortable influencing without authority, engaging senior stakeholders, and operating across diverse, global teams.
• Experienced in project delivery and cross-functional coordination, ideally using Agile, Kanban, or SAFe methodologies.
• Curious, proactive, and customer-focused, with a strong bias toward continuous improvement and innovation.
• Excellent written and verbal communicator, able to support senior reporting, strategic communications, and bid inputs.
• Demonstrated commercial acumen, with experience understanding service cost drivers, value realisation, and the commercial impact of operational and service management decisions.

Must-have experience & qualifications

• ITIL Foundation certification (Intermediate / Expert desirable).
• Strong background in IT Operations / Service Delivery across multiple ITSM domains.
• Experience with ITSM tools such as ServiceNow or BMC Helix.
• Demonstrated experience in structural remediation, problem trend analysis, and service performance improvement.
• Familiarity with automation, AI-driven ITSM solutions, and digitalisation initiatives.
• Commercial experience is desirable., * Opportunity to shape and influence ITSM strategy and delivery across a global organisation.
• Exposure to cutting-edge automation and AI-enabled ITSM capabilities.
• A role with high visibility, working closely with senior leadership and strategic stakeholders.
• The chance to drive measurable improvements in service performance, customer experience, and operational efficiency.
• A collaborative, cross-functional environment focused on learning, innovation, and continuous improvement.

What skills you will learn

• Advanced cross-practice ITSM integration and technical leadership.
• Data-driven decision-making through KPI, OKR, and performance insight design.
• Senior stakeholder engagement, influencing, and strategic communication.
• Expertise in automation, AI adoption, and digital transformation within ITSM.
• Governance, risk management, and continuous improvement at enterprise scale.

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture, Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. ## Join Us At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. ## Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA