VodafoneThree - Snr Service Readiness & Improvement Mgr
Business Area: Local Vodafone Business Unit
Posting Country: United Kingdom
Full Time / Part Time: Full Time
Contract Type: Permanent
Location: Newbury, London or Stoke (Hybrid)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hrs per week – Monday to Friday
What you’ll do
The Senior Service Readiness & Improvement Manager is a strategic leadership role accountable for ensuring customer‑facing operations are fully prepared to adopt and deliver large‑scale change. This role sits at the heart of customer improvement & transformation, bridging enterprise‑level strategy—such as new technology, AI enablement, and operating model redesign—and pairing it with actionable insights (sentiment and operational metrics), with the practical realities of frontline execution.
The role is responsible for embedding customer‑centricity into operational change, ensuring that new processes, tools, and ways of working are implemented safely, consistently, and at pace. Working cross‑functionally across Product, Delivery, Operations, and Change/Digital teams, the role drives sustainable improvement in both customer outcomes and operational performance within a complex, high‑volume UK telecoms environment.
You will be responsible for leading a large and complex portfolio of change impacting the Vodafone Business Service Estate (approx. 270 a year). You will also be responsible for prioritizing and executing large‑scale transformation across Moments that Matter to Customers, with the ambition to realise the Vodafone Signature Experience (currently sits at c40 projects/programs a year).
You will measure impacts through benefits realisation (both customer sentiment and operational KPIs) and drive through leadership across the Strategic CX Transformation roadmap, partnering with the Insights team. You will also become the CX‑empowered sign‑off across multiple governance gates (inc. EDRA, GTM, Product Launch etc).
Who you are
* Extensive experience in operations management, transformation, or programme delivery roles, ideally within a large, complex organisation.
* Proven track record of leading large teams (15+ direct reports) and managing multi‑million‑pound improvement / transformation programmes.
* Deep understanding of operational readiness, GTM processes, and board‑level governance.
* Strong commercial acumen and experience building business cases for senior approval.
* Exceptional stakeholder management, communication, and influencing skills, with experience engaging at board and executive level.
* Expertise in project and programme management methodologies (e.g., Agile, Prince2, MSP).
* Demonstrated ability to drive cultural change and embed continuous improvement.
* Strong analytical, problem‑solving, and decision‑making skills.
* Experience in the telecoms or technology sector is highly desirable.
What we offer
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.
#J-18808-Ljbffr