Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re 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.
What you’ll do
The Internet of Things (IoT) is transforming the world around us by connecting machines, devices and objects to the internet and turning them into ‘intelligent’ assets that communicate. This opens up an exciting new range of possibilities for businesses - how they operate, how they grow and how they keep customers happy. Vodafone is the world’s leading provider of IoT solutions.
As an IoT Business Change Manager you will be responsible for overseeing change projects that impact IoT operations to ensure successful adoption and minimal disruption. The change projects may arise due to a change in our operating model, the introduction of new systems & technology as part of our modernisation programme, customer bids or new product development. You will work with stakeholders from sales, presales, product and technology to review the change demand and determine the impact on operations. You will then define the low level process design and work with the operations teams to ensure local work instructions, knowledge articles, tools & systems are updated and relevant training is provided. You will be responsible for confirming the overall readiness of IoT operations to support the change.
In addition, you will analyse, design and implement process change to enhance the efficiency of Vodafone IoT and improve our customer experience. You will work closely with cross-functional teams to identify areas for improvement or re-design, develop solutions and drive change throughout the organisation. You will ensure that our customer journey and processes are accurately documented and regularly reviewed and that the information within them is made available in an accessible format for the wider organisation.
In this role, you will work with a wide range of stakeholders in the organisation including sales, presales, project management, technology, service desks, billing and order & logistics.
1. Act as the key change contact for IoT operations ensuring that the impact of change projects on operations is understood.
2. Define the low level process design for any changes that impact operations. Collaborate with operations teams to ensure successful implementation of process changes. Ensure that local work instructions, knowledge articles, tools & systems have been updated and relevant training and communications provided.
3. Analyze existing business processes and the customer journey and identify opportunities for improvement to increase efficiency, effectiveness and/or customer experience
4. Monitor and evaluate the effectiveness of new processes and make continuous improvements
5. Develop and maintain process documentation, knowledgebases and training materials.
Who you are
6. 3+ years of experience in business change, business process management, or a related role
7. Experience with process and customer journey mapping and associated tools.
8. Knowledge of Lean, Six Sigma, or other process improvement methodologies is a plus
9. Leadership – Proven ability to lead and guide global teams to successfully deliver business change
10. Critical Thinking – Ability to analyse complex process, identify inefficiencies and develop solutions.
11. Attention to detail - Ability to understand the business objective, analyse the change required within IoT operations and identify all teams, tools and processes that will be impacted.
12. Customer Focus – Able to demonstrate a strong commitment to understanding and meeting the needs of customers through developing and enhancing customer journeys.
13. Communication - Excellent interpersonal skills with ability to work in a collaborative manner to achieve the right outcomes for the business. Ability to challenge thinking and influence across the organisation.