Overview
Be the customer voice. Shape the service. Turn relationships into results.
The Service Delivery Engagement Lead is the primary interface between MBNL Operational Services and our customers. This role exists to ensure our customers experience joined-up, high-performing service delivery, backed by clear communication, credible plans, and visible improvement.
You’ll own the customer relationship end-to-end, bringing together subject matter experts across Operational Services to provide a single, trusted view of performance, risks, improvements, and escalations. Your focus is simple but powerful: drive value for customers and their end users.
Why this role matters
This role defines how MBNL is experienced by its customers. It ensures expectations are clear, performance is visible, and improvements are real. You’ll be trusted to manage complex relationships, handle high-profile escalations, and drive meaningful change across one of the UK’s most important infrastructure partnerships. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.
Who we’re looking for
You’re a confident service leader who can balance commercial reality with customer ambition and turn both into results. You’ll have:
* Proven experience in customer-facing service leadership roles.
* Background in operations, service delivery, or infrastructure management.
* Strong stakeholder and relationship management capability.
* Track record of influencing and improving performance through SMEs.
* Confident senior-level communicator—both written and verbal.
* Strong problem-solving, negotiation, and conflict management skills.
* Analytical mindset—you can turn data into action.
* Experience bringing industry best practice into organisations to drive improvement.
Qualifications
* Lean / Six Sigma.
* IAM Certificate.
* Strong safety, quality, and compliance knowledge of mobile or fixed networks.
* Experience in a joint venture environment.
If you put customers at the core, build trust through action, and want to shape service delivery at scale, this role offers exceptional visibility, influence, and impact.
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