AGM - TES Lead

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
Role
AGM - TES Lead
Function / Department
Technology – Enterprise Solutions
Location
Mumbai Circle Office
Band
M2
Job Purpose
Responsible for end-to-end service delivery, project execution, and governance for strategic BAU enterprise, carrier, and captive customers, including internal connectivity, SLA management, and KPI management.
Own proactive planning for project execution and closure, customer governance, critical escalation management, cross-functional coordination, internal service delivery team management, vendor management, and field resource management.
Key Result Areas/Accountabilities
Own service delivery for Enterprise, Carrier, and Captive customers for Mumbai postings and Mumbai delivery orders.
Drive SLA compliance and proactive planning for project and delivery execution.
Lead delivery performance reviews and govern material and vendor management.
Manage customer, business, and cross-functional escalations.
Coordinate with Sales, NOC, Field teams, Technical Support (Solutions), Product, vendors, and relevant cross-functional teams to deliver links as per requirements and agreed turnaround time.
Build strong customer relationships through structured and transparent governance.
Core Competencies, Knowledge, Experience
10–15 years of relevant experience in the enterprise domain across project management, network operations, and service delivery.
Experience in managing strategic, large, SME, and government enterprise customers.
Strong understanding of SLA and KPI management, escalation management, and enterprise products and processes.
Experience in conducting customer governance reviews through Monthly Business Reviews or Quarterly Business Reviews.
Exposure to value-added services such as SD-WAN, Cloud, colocation services, and other relevant enterprise products or services.
Strong internal and external stakeholder management and analytical capabilities, with effective communication, interpersonal, and team-management skills.
Must have technical / professional qualifications