Service & Customer Success Manager

## Join Us\n\nAt Vodafone, we\u2019re not just shaping the future of connectivity for our customers \u2013 we\u2019re shaping the future for everyone who joins our team. When you work with us, you\u2019re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.\n\n## What you\u2019ll do\n\nThis 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.\n\nAs 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 \u0026 Customer Success Management.\n\nIn this role, you 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.\n\nBeyond contributing to service design and governance frameworks (incident, problem, change and request management), you are responsible for defining, tracking and continuously improving operational and customer success KPIs (SLA, OLA, CX metrics, retention indicators) to ensure service excellence and contractual compliance.\n\nYou proactively manage customer relationships through regular service reviews, performance reporting and structured communication, ensuring transparency on service outcomes, risks and improvement actions. You lead critical issue management and act as the primary escalation point during major incidents, safeguarding customer trust and business continuity.\n\nYou are accountable for service performance, customer satisfaction and retention within your portfolio, identifying efficiency, optimization and value-creation opportunities both operationally and financially.\n\nThe role also includes ownership of annual budget planning and follow-up within the service scope, ensuring cost control and sustainable margin management.\n\nYou actively participate in internal and external audits, ensuring full compliance with contractual, regulatory and governance standards, and drive the timely closure of audit findings and corrective actions.\n\n## Who you are\n\n\u2022 Minimum 7+ years of experience in Service Management, Customer Success or Managed Services, with team leadership experience \n\u2022 Proven people management experience (coaching, performance follow-up and team development) \n\u2022 Exposure to sales collaboration, revenue protection and customer retention management \n\u2022 Experience in managing enterprise customers and conducting service review meetings \n\u2022 Strong knowledge of ITIL-based service management processes (Incident, Problem, Change, SLA governance) \n\u2022 Accountability for service performance, customer satisfaction and portfolio health \n\u2022 Experience in budget follow-up and cost control within a service scope \n\u2022 Strong stakeholder management and cross-functional coordination skills \n\u2022 Analytical mindset with the ability to track KPIs and translate performance into actionable insights \n\u2022 Excellent written and verbal communication skills\n\n## Not a perfect fit?\n\nWorried that you don\u2019t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\u2019re excited about this role but your experience doesn\u2019t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.\n\n## What\u0027s in it for you\n\nWe like to keep them flexible:\n\n\u2022 Vflexy: Flexible Benefits Program \n\u2022 Hybrid working kit \n\u2022 Ergonomic kit allowance \n\u2022 Digital meal voucher \n\u2022 Flexible transportation allowance. \n\u2022 Employee assistance hotline \u0026 counselling \n\u2022 Comprehensive and flexible private health insurance \n\u2022 Discounted price deals for wide range of products \u0026 services \n\n \nPlus, plenty more to enjoy!If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr\n\nhttps://www.vodafone.com.tr/insan-kaynaklari\n\nInstagram: https://www.instagram.com/vodafonekariyer/\n\nYoutube: https://www.youtube.com/user/VFTurkiye\n\n \nData Privacy \nBy applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details. \n\n## Who we are\n\nWe are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people\u0027s lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.\n\nBelonging at Vodafone isn\u0027t a concept; it\u0027s lived, breathed, and cultivated through everything we do. You\u0027ll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We\u0027re committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.\n\nIf you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.\n\nTogether we can.\n