Vodafone Three – Operational Incident Manager
Location: Stoke on Trent – 4 days onsite, 1 day WFH. Salary: excellent basic salary plus bonus and Vodafone benefits. Working Hours: 37.5 hours per week, Monday to Friday, plus on‑call.
Hybrid – work both office and at home. You will be expected to work in the office 4 days each week.
What you’ll do – Lead the Operational Incident Team within Channel Operations, ensuring incidents are managed effectively and services stay available.
* Lead day‑to‑day operational support, oversight of the monitoring centre and live performance.
* Manage incidents that impact Consumer Operations, ensuring swift resolution.
* Ensure Business Continuity plans are in place and activated when required.
* Guarantee accurate, timely first‑time access setup for colleagues.
* Act as principal representative for all channels during major incidents, coordinating actions and decisions.
* Provide clear direction, escalations and updates that safeguard customer experience.
* Own key service relationships as the Service Action Owner with suppliers, IT and offshore teams.
* Drive continuous improvement to meet agreed SLAs and service reviews.
Who you are – You possess strong knowledge of frontline information systems, are comfortable monitoring performance, and can lead people. You communicate clearly with senior stakeholders, stay organized under pressure, build trusted relationships, and analyse problems to drive resolution.
* Strong understanding of information systems in frontline environments.
* Skilled in monitoring, early issue spotting and incident leadership.
* Experience leading and coaching teams.
* Confident in presenting information to various audiences.
* Excellent organisational and planning skills.
* Trusted relationship builder with senior stakeholders.
* Calm under pressure, making sound decisions within tight timescales.
* Analytical, data‑driven problem‑solver.
What we offer – Great pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, pension plan, learning tools, parental leave policies.
Need to Know – Regulated by the FCA. Background checks required. Accessibility: refer to our careers website for guidance. Replacement of AI used for interview but emphasis on authentic experience.
Vodafone is committed to diversity and inclusion. We encourage everyone to apply.
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