1ST LINE SERVICE MANAGER - B2B

What you’ll do Enhance service delivery and operational efficiency for corporate segments (Tier 1) Manage exclusive and dedicated first-level support for top-tier enterprise customers Lead a 24/7 support team to deliver high-quality customer support Collaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needs Ensure team performance and adherence to support processes Maintain effective communication with both internal and external stakeholders, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customers Provide functional support management and in-depth troubleshooting to ensure optimal system performance Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships Monitor service performance, generate reports, and continuously improve service quality and availability Provide support, mentorship, and training to develop team members Who you are Degree in Systems and Telecommunications, Informatics Engineering, or Management Informatics 5 years of experience in a similar role Knowledge of the telecommunications industry and Cisco technology Excellent communication skills Proven experience in team management Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management Ability to handle high-pressure situations Proficiency in English and Portuguese required Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.
If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you.
There are lots of ways we support this, including hybrid working and generous parental leave.
You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa.
But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation.
We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.