VodafoneThree - Operational Service & Implementation Manager

Working Hours: Full time 37.5 hours per week - Monday to Friday As the Operational Service & Implementation Manager, you'll be the person who keeps everything running smoothly day to day across our assisted channels. You'll lead the teams who triage issues, manage fixes and verify resolutions, making sure problems are understood and sorted quickly. Your work helps protect customer experience, frontline performance and overall business outcomes by spotting trends early, preventing repeat issues and bringing the right people together to fix things fast. Lead the L1 Triage, Fix Verification and Remediation teams to ensure issues impacting customers, systems or operations are assessed and resolved quickly and accurately. Oversee triage of all PBIs, making sure each issue is fully understood, prioritised and progressed with clear documentation and ownership. Manage operational service performance across internal teams and third party suppliers, ensuring SLAs are met and Indirect partners
receive high quality support. Lead our customer remediation approach for operational and technical incidents, ensuring every case is handled fairly, promptly and in a well controlled way. Provide clear, proactive updates and escalations on issues, risks and impacts - right up to senior stakeholders. Use data, frontline insight and feedback tools to identify trends, drive root cause analysis and support ongoing improvements. Work closely with Retail, Contact Centre, IT, Channel Support and Operations Stability to ensure decisions are aligned and impacts are fully understood. Oversee defect management, making sure issues are raised, logged, verified and closed with full traceability. Bring strong understanding of Consumer stack systems to support effective technical triage and simplify complex issues for non technical audiences. Drive improvements to operational processes, service quality, ways of working and cross team collaboration to boost stability, speed and predictability. You have
strong experience in in life service management, triage, operational support or issue management within a complex telco or digital environment. You bring solid technical understanding of Consumer stack systems and can diagnose issues across multiple platforms. You have proven experience leading operational teams focused on triage, fix verification or remediation. You're confident managing suppliers and internal teams to SLAs, with clear accountability and performance governance. You can interpret operational data and insight, spot trends and carry out effective root cause analysis. You're a strong stakeholder manager with the ability to influence and communicate clearly across retail, contact centre, IT and operations. You're experienced in coordinating complex deliverables across multiple cross functional teams. You're able to present clearly, simplify complexity and tailor your communication to different audiences.