VodafoneThree - Dedicated Problem Manager Manchester, United Kingdom Dedicated Problem Manageme[...]
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## VodafoneThree - Dedicated Problem ManagerManchester, United Kingdom**\*Hybrid**We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.**Who We Are**We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.**Why VodafoneThree**Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).**Location:** Any UK Hub & \*Hybrid **Salary:** Excellent basic salary plus bonus and Vodafone benefits **Working Hours:** Full-Time (37.5 hours per week – Mon to Fri)**Key Responsibilities****Root Cause & Post Incident Reviews*** Review appropriate customer incidents to raise, manage and drive, problem cases as appropriate on behalf of dedicated Public and Public Sector customers adhering to the UK Problem Management process identifying the root cause, detailing accurate statements and corrective action measures, and ensuring timely communications to key stakeholder audiences.* Ensure appropriate action plans to remediate root causes are defined, followed up and implemented and with the right ownership and appropriate activity management.* Work cross domain, function, technology, and product to ensure the right information is provided in accordance with UK Problem Management timeframes.* Compose detailed Investigation Reports with all appropriate information relating to the Problem Investigation and any corrective actions or recommendations for the customer* Attend customer meetings when required representing the Problem Management function**High level Trend Analysis*** Carry out trend analysis of incident & problem data to identify recurrent service issues, performance issues, or potential key work items.* Continually seek to develop improved methods of analysis and improved efficiencies through better ways of working and Continual Service Improvement**Process, Measurement, and Improvement*** Identify improvements to enhance the incident and problem management processes, ensuring the right information is captured to support on-going investigations, communications, case management, and performance level timeframes.* Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.* Delivery against a core set of Problem Management performance indicators, as well as ensuring a maintained focus on the business impact of actions and activities.* Identify and document operational risks and known errors, escalating to appropriate levels as required, and in accordance with local and wider risk processes.* Consistently demonstrate delivery in CSI, enhancing “better ways of working” with the internal and externally teams.* Methodical way of working incorporating Agile best practices.**Knowledge Management*** Maintain known error, workaround, and solutions in the knowledge base / workflow management tools in a format useable to others and referable to by Problem Management in the future.* Ensure closure of Problem Cases, Known Errors, and Risk acceptance case records in accordance with agreed processes and key performance indicators.**Who You Are**We are seeking a dynamic and customer-focused professional who thrives in a fast-paced, collaborative environment. The ideal candidate will be passionate about delivering exceptional service, constantly seeking innovative ways to improve customer experience and operational efficiency. They will bring energy, ambition, and a competitive spirit to the team, always aiming to exceed expectations and outperform the market.This role requires someone who is confident working across multifunctional teams, embracing diversity and inclusion while driving simplicity and speed in everything they do. The successful candidate will be a strong communicator, both written and verbal, with the ability to understand and translate complex technical language. They will be proactive, adaptable, and capable of influencing stakeholders at all levels.We value individuals who are customer-obsessed, innovation-driven, and committed to continuous personal and professional development. If you are someone who can challenge the status quo, build strong relationships, and deliver results with pace and precision, we’d love to hear from you.**Key Behaviours & Attributes****Customer Obsessed:** Puts the customer at the heart of every decision; takes ownership of service issues. **Innovation Hungry:** Challenges traditional methods; seeks new ways to delight customers. **Ambitious & Competitive:** Brings energy and a winning mindset; stays ahead of competitors. **One Company, Local Roots:** Collaborates across teams; embraces diversity and best practices. **Speed & Simplicity:** Acts quickly and decisively; communicates with clarity and purpose. **Trustworthy:** Delivers on promises; open to feedback and continuous improvement.**Technical & Professional Expertise*** Strong written and verbal communication skills, including technical language comprehension.* Awareness of technologies such as SDH/SONET, DWDM, Cloud/Hosting Services, Cable Systems, Dark Fibre, IP, Managed Services, and Voice services.* Ability to balance conflicting interests and facilitate investigations through virtual teams.* Skilled in gathering, analysing, and presenting findings to stakeholders.* Proven team player with strong influencing and relationship management skills.* Comfortable operating in a changing environment and challenging senior stakeholders constructively.* Service Management experience with ITIL Foundation-level knowledge.* Proficient in building and maintaining business relationships across all levels.* Strong influencing, negotiation, and
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