VodafoneThree Lead Service Manager MVNO

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.

VodafoneThree Wholesale has entered a once-in-a-generation opportunity to redefine the UK connectivity market. Our newly merged business brings together the scale innovation network strength and market expertise of two industry leaders creating the most advanced mobile network in the UK and unlocking bold new possibilities for our customers.

Were building a brand-new Wholesale senior leadership team to set and deliver an ambitious wholesale strategy that drives sustainable growth launches new revenue streams forges powerful partnerships and delivers on customer experience. These roles are at the forefront of shaping our market position and ensuring our network advantage translates into commercial success at a pivotal moment for the market and VodafoneThree.

This leadership position sits at the heart of our MVNO ecosystem and carries the responsibility for the service performance experienced by our MVNO partners. This role is central to ensuring our MVNO partners receive exceptional service seamless delivery and proactive support that will enable their commercial success and ensure they deliver long-term value for VodafoneThree.

Reporting directly to the Head of MVNO you will act as the primary service lead for assigned MVNO partners and manage a team of service managers responsible for other MVNO relationships within the portfolio. Youll be the voice of the customer internally and the face of our organisation externally ensuring our partners succeed our services perform and our commercial relationships thrive. You will champion a servicecentric culture across the wholesale/MVNO organisation and build strong and trusted relationships internally and externally.

A key aspect of this role will be to work in close partnership with senior leaders from wholesale and the wider business ensuring that our contractual/regulatory obligations are met and that the partner experience is optimised.

• Serve as the main operational point of contact for MVNO strong trustbased 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 service performance tools and partner experience drive corrective actions.
• Understand MVNO contractual terms SLAs and service commitments ensure operational decisions align with commercial agreements.
• Oversee endtoend service operations for MVNOs including provisioning activation billing and network services.
• Coordinate incident response rootcause analysis and postincident reviews.
• Ensure operational readiness for new MVNOs and product launches.
• Manage change requests and planned maintenance ensure they follow governance processes and that partner experience is optimised.

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 in translating technical issues into business impacts for external and internal stakeholders.
• Highly organised with experience in developing executable plans and governance models.
• Exceptional relationship-building skills experience in developing and maintaining support networks across an engaged cross functional support team.
   

Additional Information :

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 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

We care about our peoples success by offering great pay bonuses up to 28 days off plus bank holidays and paid time for charity work. 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 tools and top-notch parental leave policies.
 

Posting End Date: 1st May 2026

Recruiter Name:  Kirsty Fagan    

Recruiter Email: 

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