VodafoneThree – Lead Service Manager, MVNO
Location: Newbury + Hybrid working
Working Hours: Full time 37.5 hours per week – Mon – Fri
Hybrid Working: We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
Job Description
We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best‑in‑class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.
This leadership position sits at the heart of our MVNO ecosystem and carries the responsibility for the service performance experienced by our MVNO partners. It requires a service‑centric culture, strong leadership, and the ability to build trusted relationships internally and externally.
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, performance, tools and partner experience, and drive corrective actions.
* Understand MVNO contractual terms, SLAs, and service commitments, ensuring 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 to follow governance processes, optimizing partner experience.
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 translating technical issues into business impacts for external and internal stakeholders.
* Highly organised with experience developing executable plans and governance models.
* Exceptional relationship‑building skills, experience in developing and maintaining support networks across an engaged, cross‑functional team.
Additional Information
Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What We Offer
Benefits: Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. Personalise benefits such as discounts, vouchers, a pension plan and more. Career development through learning tools and top‑notch parental leave policies.
Need to Know
Regulated by the Financial Conduct Authority. All offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet regulator standards.
We support reasonable adjustments during the interview process for all applicants. If you require any adjustments such as extended time, breaks, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.
AI is used in our business to boost innovation, improve efficiency, and create new opportunities. We respect the unique experiences and achievements of candidates; we encourage authentic self‑presentation during interviews.
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