Service design & transformation manager

Service Design and Transformation Manager

Contract - 6 months

Central Reading - 2 days per week hybrid

Design services. Deliver change. Enable better network outcomes.

The Service Design and Transformation Manager plays a key role within MBNL’s Operational Services directorate, responsible for designing and delivering changes to the Shared Operations service that underpins network performance for EE/BT and Three. Working across MBNL and shareholder organisations, this role ensures that evolving service requirements are translated into clear, effective, and deliverable service designs—enabling consistent, high‑quality operational performance.

Why this role matters

The Shared Operations service is critical to maintaining the performance and reliability of the UK’s mobile network. As shareholder requirements evolve, this role ensures MBNL can adapt its services in a structured and controlled way—without compromising stability, efficiency, or customer experience. By combining service design expertise with strong stakeholder engagement, this role enables MBNL to deliver meaningful change across complex operational environments. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you’ll be here to do

• Lead the design and implementation of service changes across MBNL’s operational landscape.
• Own and develop revised service designs aligned to changing shareholder requirements.
• Engage and collaborate with stakeholders across MBNL, EE/BT, and Three to ensure alignment.
• Define the changes required across operational processes, service models, and delivery structures.
• Lead the implementation of service design changes into live operations.
• Identify and support OSS/IT system requirements needed to deliver service changes.
• Ensure service designs are scalable, practical, and aligned to operational realities.
• Support the transition of new or updated services into business‑as‑usual delivery.

Who we’re looking for

You’re a service design or transformation professional who can translate strategy into delivery in complex operational environments. You bring strong stakeholder influence, technical understanding, and a structured approach to change.

Qualifications

• Strong understanding of ITIL v4 frameworks and service management principles.
• Experience in telecoms, infrastructure, or operational service environments.
• Knowledge of end‑to‑end service delivery across operations, access, estates, and service management.
• Strong stakeholder engagement skills, including influencing senior leaders.
• Experience defining and measuring service performance and KPIs linked to customer outcomes.
• A track record of embedding best practice and driving continuous improvement.

Preferred additional experience

Experience in safety, quality, or compliance environments and/or joint venture settings is desirable.

MBNL welcomes applications from people of all backgrounds, identities, and experiences. If you enjoy turning data into meaningful insight and driving real operational impact, we’d love to hear from you.