Service Design & Transformation Manager
Contract – 6 months
Reading (Hybrid – 2 days per week in the office)
Design services. Deliver change. Enable better network outcomes
We're looking for a Service Design & Transformation Manager to join MBNL's Operational Services team, playing a key role in shaping and delivering changes to the Shared Operations service that supports the UK mobile networks of EE/BT and Three.
This is an opportunity to work at the heart of a complex operational environment, translating evolving business requirements into practical, scalable service designs that improve network performance, operational effectiveness, and customer outcomes
What you'll be doing
* Designing and implementing changes to operational services and service models
* Working closely with stakeholders across MBNL, EE/BT, and Three to define future service requirements
* Leading service transformation initiatives from design through to implementation
* Identifying process, operating model, and system changes required to support new services
* Supporting the transition of services into business-as-usual operations
* Driving continuous improvement and ensuring service designs are measurable, effective, and operationally viable
What we're looking for:
* Strong understanding of ITIL v4 and service management principles
* Experience in telecoms, infrastructure, utilities, or operational service environments
* Knowledge of end-to-end service delivery, operational processes, and service performance management
* Strong stakeholder engagement and influencing skills, including senior leadership
engagement
* Experience defining service KPIs and driving service improvement initiatives
* A proven track record of delivering change and embedding best practice
Nice to have
* Experience within safety, quality, compliance, or regulated environment
* Exposure to joint ventures or multi-stakeholder organisations
If you're passionate about service transformation, operational excellence, and delivering meaningful change in a complex environment, we'd love to hear from
you.