VodafoneThree: Lead Service Manager MVNO

VodafoneThree -  Lead Service Manager, MVNO

Location: Newbury  + *Hybrid working

Working Hours: Full time 37.5 hours per week –  Mon – Fri

*Hybrid We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join us at the heart of our business in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

We’re 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 we’ve known before is taking shape. We’re not just building a company. We’re 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.

We’re 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. You’ll 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 service‑centric 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 partners.Build strong, trust‑based 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 end‑to‑end service operations for MVNOs, including provisioning, activation, billing, and network services.
• Coordinate incident response, root‑cause analysis, and post‑incident 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.

• 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.
   

Worried that you don’t 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 you’re excited about this role but your experience doesn’t 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 people’s 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.
 

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 skills. In 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 jobs@three.co.uk 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 are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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