Role purpose: He/She is responsible for managing and coaching a team accountable & responsible for VF Mobile Assurance Consumer, MVNOs Assurance and Content Service Support Assurance. He/She coordinate the external Help Desks, define and renew procedures and monitor quality KPIs related to the customer service. He/She manage and motivate a team of internal people and external suppliers and he/she is responsible of SLA definition and compliance verification in order to guarantee high quality standards and target achievement on Mobile Assurance. Key accountabilities and decision ownership: - Leadership in business as usual activities and excellent problem solving attitude even under pressure on in critical situations - Establish a good network for both internal and external stakeholders - Managing and coaching a team accountable & responsible for Mobile Assurance Consumer service for more than 20M customers acconding to SLA and compliance verification for external suppliers and internal teams - Guarantee the respect of budget allocations and the spending control according to targets and guidelines given by Finance Departments - Stimulate innovation and implement digital solutions for business intelligence, bringing and taking forward new ideas in order to make process more effectives Core competencies, knowledge and experience: - Self-motivated individual with excellent organizational, presentation and with strong innovative analytical and insight focus - Strong time-management skills and being comfortable working under pressure - Excellent communication and leadership skills - Problem Solving - Team working Must have technical / professional qualifications: - Proven expertise in assurance services, design process and methodology for Consumer Customers - Technical and learning-oriented approach with proven experience and recognized knowledge of architecting solutions for Consumer services - Degree in technical disciplines (engineering preferred) - Strong stakeholder relationships across all functions involved in the Netw Op. & Cust. Op management process - Fluent written and oral English