VodafoneThree: Lead Service Manager MVNO
* Full-time
* V3 Requisition Grade: 12
* Heritage Three Grade: Grade C
VodafoneThree - Lead Service Manager, MVNO
Location: Newbury + Hybrid working
Working Hours: Full time 37.5 hours per week – Mon – Fri
This leadership position sits at the heart of our MVNO ecosystem and carries the responsibility for the service performance experienced by our MVNO partners. This role is central to ensuring our MVNO partners receive exceptional service, seamless delivery, and proactive support that will enable their commercial success and ensure they deliver long‑term value for VodafoneThree.
Reporting directly to the Head of MVNO, you will act as the primary service lead for assigned MVNO partners and manage a team of service managers responsible for other MVNO relationships within the portfolio. You’ll be the voice of the customer internally and the face of our organisation externally — ensuring our partners succeed, our services perform, and our commercial relationships thrive. You will champion a service‑centric culture across the wholesale/MVNO organisation and build strong and trusted relationships internally and externally.
A key aspect of this role will be to work in close partnership with senior leaders from wholesale and the wider business, ensuring that our contractual/regulatory obligations are met and that the partner experience is optimised.
Responsibilities
* Serve as the main operational point of contact for MVNO partners. Build strong, trust‑based relationships with MVNO stakeholders across technical, commercial, and operational domains.
* Facilitate regular governance forums and produce monthly/quarterly service performance reports.
* Manage escalations and ensure timely resolution of partner issues.
* Align internal teams (network, IT, billing, customer care, partner management) to support MVNO needs.
* Identify opportunities to improve service processes, service performance, tools and partner experience, drive corrective actions.
* Understand MVNO contractual terms, SLAs, and service commitments, ensure operational decisions align with commercial agreements.
* Oversee end‑to‑end service operations for MVNOs, including provisioning, activation, billing, and network services.
* Coordinate incident response, root‑cause analysis, and post‑incident reviews.
* Ensure operational readiness for new MVNOs, and product launches.
* Manage change requests and planned maintenance ensure they follow governance processes, and that partner experience is optimised.
Qualifications
* Proven track record in wholesale, MVNO, or related telecom service management roles.
* Deep working knowledge of mobile network and IT architecture (core, RAN, OSS/BSS).
* Experience in translating technical issues into business impacts for external and internal stakeholders.
* Highly organised with experience in developing executable plans and governance models.
* Exceptional relationship‑building skills, experience in developing and maintaining support networks across an engaged, cross‑functional support team.
Benefits
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top‑notch parental leave policies.
Posting End Date
Posting End Date: 1st May 2026
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulator’s standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee‑led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.
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