OPERATIONS MANAGER - SECURITY PLATFORMS (SMA) - VOIS

## Who we are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture ## About this Role We are seeking an Operations Manager to enable the secure, reliable and well-governed operation of Vodafone’s Security Monitoring & Analytics (SMA) platforms. This role focuses on operational coordination, service assurance and performance oversight, ensuring SMA services run smoothly day to day. Working closely with engineering, SRE and leadership teams, the individual will provide clarity, flow and confidence across incident management, rota coverage, reporting and governance—without direct responsibility for platform engineering delivery. ## What you’ll do Own and manage operational rota planning, ensuring appropriate shift coverage, balanced skill distribution and proactive absence managementMonitor and manage incident queues to ensure service level agreements are consistently metAct as a key escalation point during major incidents, supporting the Incident Manager and coordinating timely engagement of relevant teamsProvide guardianship of incident and issue management processes, ensuring consistency, quality and adherence to agreed ways of workingSupport post-incident reviews, tracking actions and ensuring lessons learned are embedded into service improvementsMaintain oversight of multiple concurrent incidents and operational issues to protect overall service healthProduce regular and ad hoc operational reports covering incidents, trends, service levels and risk areasUse operational data and insight to highlight improvement opportunities, capacity risks and inefficienciesProvide clear, structured operational input into governance forums and leadership discussionsWork closely with engineers and leaders to strengthen operational interfaces and day-to-day executionSupport onboarding and continuous improvement of operational processes, documentation and playbooks ## Who you are Experienced in operations, service management or technical operations within a complex technology environmentKnowledgeable in incident management, service assurance and operational service levelsConfident in coordinating teams, managing competing priorities and maintaining calm oversight in high-pressure situationsComfortable working alongside engineers and technical leaders, without needing to be hands-on in engineering tasksAble to translate operational data into clear, actionable insights and structured reportingFamiliar with SRE or DevOps-aligned ways of working (desirable)Experienced with ITSM tools such as ServiceNow and operational reporting (desirable)Exposed to cyber security, monitoring or large-scale platform operations (desirable)Understanding of on-call and rota models, resilience and operational continuity (desirable) ## Not a perfect fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. ## What's in it for you A visible and trusted role supporting critical cyber security platforms at scaleOpportunity to work within an SRE-aligned operating model that values clarity, governance and psychological safetyHybrid working with flexibility and strong peer supportExposure to senior stakeholders and leadership forums across Vodafone’s security domainA collaborative environment focused on continuous improvement and operational excellence ## What skills you will learn Advanced operational coordination within a large-scale security and monitoring environmentGovernance, reporting and assurance practices aligned to SRE and service management modelsIncident leadership, escalation handling and post-incident learning disciplinesStakeholder engagement and operational storytelling using data and insightsContinuous improvement of operational processes and playbooks ## VOIS Equal Opportunity Employer Commitment Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. ## Join Us 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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. ## Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA ## Follow us on social media LinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2