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Job ID Date Posted Location
1902SR 09/03/2019 Maidenhead
Work Location Job Type Contract Type
Maidenhead Office (Star House) Professional Full-time
Hours Per Week Shift Pattern Closing Date
37.5 Standard Working Week N/A

At Three, our goal is to be the best loved brand by our people and customers by 2021 by being Customer Driven, Agile and Collaborative in the way we work. To enable this, our Tech and Ops Transformation will help to ensure end-to-end ownership and clear accountabilities, as well as our competitiveness as a business through our Centres of Excellence.

Below are details of a role within our new Service Operations & Assurance Centre of Excellence, including, further information on the role, responsibilities, and criteria required.

This is a COE role and as a result applicants will go through a T&O resourcing assessment process. For any further details, please take a look at our T&O recruitment hub or email the T&O resourcing inbox.

Our business supports flexible working. As such, we will try to accommodate as many requests for flexible working, that we reasonably can.


Purpose and Accountability

Accountable for leading key governance capabilities associated with E2E service operation working to ensure integrated process across multiple partner organisations

The Head of Service Assurance is the accountable escalation point in the business for major incidents impacting service

Accountable for ensuring that technical change is coordinated across partners and that there is minimal planned disruption to service as a result of technical change

The planning horizon for this role is weekly given its operational nature.

  • Provides business with a central point of escalation of technical issues ensuring service availability for customers and employees
  • Ensures an E2E service operations model is directed efficiently through an integrated service management model
  • Leads the development of continual service improvement programmes across operational processes providing key insight to board level on ongoing improvement initiatives
  • Works with partners to ensure correct governance is in place to ensure escalations are handled appropriately
  • Accountable for ensuring incidents, problems and technical change are tracked effectively across the multi-party ecosystem.

Role Fundamentals – Essential criteria
  • Certified ITIL expert
  • Experience of leading operational teams within a multi-party telecommunications environment including on a 24x7 basis
Level / Grade specific experience and knowledge

Candidates at this level should demonstrate:
  • Leadership and managerial experience at a senior level demonstrating strong stakeholder relationship management
  • The ability to bring thought leadership to their area, decompose problems, collaborate, deliver sound decision making and communicate effectively
  • Proven ability to develop, coach and motivate people, recognise gaps and build plans to develop capability. Experience in building empowered, trusted teams
  • Has clear experience of their domain with knowledge of technologies, frameworks and standards and how to successfully apply these, through improvement roadmaps, to drive incremental maturity improvements and outcomes
  • Understanding of marketing-led / consumer brands and the importance of customer experience
  • An ability to work in a service-orientated environment and the importance of this in product development. Will understand the end-to-end workings of our business and the impact of key trading and operational decisions
  • Ability to advise on and support the creation of strategies and visions with a proven record of translating these into operational plans that maintain a people and customer experience focus
  • Ability to adapt plans to changing needs
  • A background on using insight and tracking performance to enable quality decision making, and will be able to articulate the benefits or drawbacks of such decisions
  • Proven record of working in an ambiguous, fast-paced delivery environment showing an ability to handle ambiguity and differing speeds of change
  • Comfortable with problem solving without knowing all the answers
  • Experience of working across multi domains to take a more enterprise wide view
  • Will have clear experience of working in a role managing complex operations and changes whilst being accountable for their budgets and value realisation
  • Will have solid financial acumen
  • Background of working in a heavily partnered environment where delivery success is highly reliant on the capabilities of our partners and our ability to support and deliver those outcomes together

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:
  • Experience of best practice frameworks COBIT/eTOM
  • Ability to provide clear direction in high pressure situations working with partners both on shore and offshore

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