Copy of Partner Governance Manager

Were 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.

There are very few moments in our careers where we can feel the ground shifting beneath us where we can sense that something bigger than weve known before is taking shape. Were not just building a company. Were going to build a culture a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience in what it is a career-defining opportunity.

This role ensures outsourced partner services comply with contract terms and identifies improvement measures for VodafoneThree. It operates the partner relationship framework monitors performance through governance forums and recommends contract amendments. Responsibilities include leading QBRs/MBRs facilitating audits and managing service-related risks in collaboration with the commercial business manager.

Job Description

As the Contact Centre Governance Lead youll take ownership of the strategy structure and performance standards that underpin our outsourced contact centre operations. Youll shape the governance roadmap ensure partners deliver against contractual commitments and champion continuous improvement across all service providers. This role sits at the heart of operational excellence combining commercial awareness performance oversight and strong relationship management to ensure our partners consistently meet VodafoneThree expectations.

• Lead and manage the contact centre governance team setting the ambition roadmap and providing full oversight of governance activity
• Ensure outsourced services meet contractual obligations and drive improvements to align with VodafoneThree standards
• Implement and manage the partner relationship framework to deliver contractual performance metrics
• Facilitate partner governance forums including QBRs and MBRs
• Monitor contractual performance and recommend amendments based on results risks and operational insight
• Support partner contract changes and RFP strategy
• Coordinate and facilitate independent audits of outsourced partner services
• Jointly manage service and partner risks with the Commercial Business Manager
• Contribute to DRACC processes ensuring all relevant risks are captured and recorded in the official risk register

Qualifications :

• Experience managing outsourced service providers ensuring delivery aligns with contractual obligations and identifying improvement opportunities
• Ability to monitor and report on partner performance against KPIs and contractual metrics through governance forums and dashboards
• Ability to coordinate cross-functional stakeholders and ensure audit readiness and transparency
• Knowledge of enterprise risk management practices including risk identification escalation and documentation

Worried that you dont 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 youre excited about this role but your experience doesnt align exactly with every part of the job description or you require a more flexible working pattern 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. 

Additional Information :

What we offer 

We care about our peoples success by offering great pay bonuses up to 28 days off plus bank holidays and paid personal days for moments that truly matter (pro-rata). 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 & development tools. 

Need to know 

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards. 

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email  for guidance. 

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.  

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you. 

 #VodafoneThree  

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email for guidance.

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you.

 #VodafoneThree

Remote Work :

No

Employment Type :

Full-time