Service Designer

Business Area: Local Vodafone Business Unit

Posting Country: Ireland

Date Posted: 18 Jul 2024

Full Time / Part Time: Full Time

Contract Type: Permanent

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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

• Vodafone are revolutionising how customers use technology and connectivity, ensuring they are ready for today and the digital innovation of tomorrow.
• We are heavily embedded in providing world-class Solutions and we strive to keep ourselves ahead of the game, which will give you the opportunity to lead the way in Telecommunications and work with the latest technologies.

• A Service Architect will engage with Sales Specialists and Account Managers to determine the most appropriate Vodafone service solution that meets the needs of the customer.
• You will respond to requests for service designs for technology or technology-derived solutions from the customer using standard Vodafone products and designs.
• As a Service Architect you will work closely with other members of the team, including those that exist within Direct Sales and the wider Business and Vodafone teams.
• This will cover a range of disciplines i.e. Sales Team, Commercial, Operations, Product, Programmes & Projects and Service to ensure that the Service - solution designed is fit for purpose and can be readily deployed and operated in a profitable manner.
• The key deliverables for the Service Architect are high-quality, commercially viable service solutions that have been approved by the customer and all internal stakeholders.
• The Service Architect is responsible for creating the relevant documentation to established standards.
• This will detail the proposed solution that will be contracted with the customer with full equipment back off and support costs included.

• The Service Architect is responsible for the end to end design of customer support solutions for all business propositions and for the alignment of VBU customer support delivery strategy with the wider Vodafone Services Operations Strategy.

Service Design

• Definition of service deliverables for VBU business including but not limited to Managed Service, WAN, LAN, WLAN, UC, SIP, Security etc.
• Alignment of VBU delivery strategy with wider Vodafone strategy through tight interlock with VF IE service operations.
• Service point of contact for business and customer during requirements capture phase.
• Design of service solutions to solve specific customer problems, starting from agreed requirements moving through conceptual and logical to physical designs; Understanding the limits of selected products / technologies associated SLA and identifying high level options that can fulfil customer business need / fit with Strategy.
• Assist other members of the Solution Design team in designing an overarching service solution for a multi-product solution design.
• Act as the VBU point person for all service delivery strategy initiatives and issue resolution i.e. issue with service design.
• Design and signoff of all customer support solutions/CARE models for VBU. Ensure all designs are in line with agreed Service operations delivery capability. Agree approach to non-standard service delivery requirements before contract signature.
• Alignment of VBU customer support solutions with capabilities of existing Vodafone 1st, 2nd & 3rd line support teams across all desks.
• Definition and signoff of customer Support Service Level Agreements and internal Operational Level Agreements.
• Design and implementation of third party support integration into Vodafone support solutions and management of third party SLA's.
• Support Service operation in the design and development of new service support processes and the launch of those processes into customers and the business.
• Analysis of VBU pipeline in support of future service support requirements and identification of skills gaps required to support future business.
• Development of the key documentation required for service support solution (High Level Soln. Architecture, low level design, Contracts, SLAs & OLAs).
• Create and manage a repository of service solution documentation.
• Responsible for service design support to commercial discussions.
• Responsible for providing service back off costs for Finance approval.
• Responsible for providing the service component of bid material/Tender responses for Account Manager/Sales.
• Responsible for supporting the Account Manager during the bid discussions with the customer.
• Responsible for presenting the service solution to clients at peer level.

Customers, supplier and third parties

• Champion customer centric thinking from definition of support strategy through to service execution.
• Drive customer engagement programs across all levels within customer organisations for Vodafone support services.
• Champion excellence in customer service support and be the evangelist for Vodafone Support services.
• Develop customer insights to support the formation of the overall support strategy and operational plans.
• Lead third party relationship management for integrated support solutions to VBU customers.

Leadership and Teamwork

• Lead the VBU service delivery function within the Solutions and Service Design team to ensure customer delivery and satisfaction and alignment to VF delivery process and capabilities.
• Drive the virtual support teams (Service Operations, Vodafone Global, Third Parties etc.) to deliver customer and business SLAs & OLAs.
• Drive the service support operational reviews and help develop and report on service support KPIs.

Innovation and Change

• Liaise with Local Operations Support team and Vodafone Global teams and agreed third parties to ensure implementation of the latest customer support solutions for VBU.
• Innovate customer support solutions with key stakeholders and customers.
• Manage the change process associated with operation service delivery in conjunction with Service operations.

Communication

• Demonstrate strong communication skills and ability to tailor communication and interaction style to different audiences (Internal/Partner/Customer) in a clear and simple way.
• Create a trust-based environment with customers and the solutions design team that encourages honesty, integrity and follow through on all actions.

• Understanding of Telecommunication and IT service models and their practical application (e.g. ITIL, eTOM).
• Ability to build strong internal / external relationships with key stakeholders.
• Focused on delivering the highest customer service standards to ensure a differentiated customer experience.
• Service design with 5 + years experience, preferably in a large complex sales environment.
• Proficient in Microsoft Word, Excel and Powerpoint.
• Operates effectively with virtual teams & dependencies on the performance of other business areas.
• Ability to demonstrate Problem Solving, Analytical thinking and Decision making.
• 3rd Level Technology Qualification or Degree in Electrical/Electronic Engineering or Computer science.
• Knowledge of WAN design and Routing protocols.
• Understanding of Data Switching (subnetting, VLANs QoS).
• Understanding of SIP Trunking, IP Telephony & Networking.

• Vodafone is pioneering Ireland's gigabit society.
• We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
• We're at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
• Our purpose is to connect for a better future, and this is made possible by our people.
• No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential.
• You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you'll get to play a role in delivering Ireland's Gigabit Society
• Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland.
• Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded.
• We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
• Vodafone is committed to support LGBT+ people at work.
• We are an equal opportunities employer where our people can be at their best.

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits

Some of the benefits that you will receive along the way are:

• Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance.
• Free Phone Bill – When you join the team, your phone bill is on us You will also receive mobile phone purchasing discounts.
• Learning and Development – We provide extensive training to all of our employees so they can progress in their careers There is also the Vodafone University where our employees can gain incredible skills
• Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products
• 23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday.
• Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners.
• We are passionate about our employees Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies.
• We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work.
• We are an equal opportunities employers where our people can be at their best.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.