VodafoneThree - Snr Service Readiness & Improvement Mgr

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, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team., The Senior Service Readiness & Improvement Manager is a strategic leadership role accountable for ensuring customer-facing operations are fully prepared to adopt and deliver large-scale change. This role sits at the heart of customer improvement & transformation, bridging enterprise-level strategy-such as new technology, AI enablement, and operating model redesign, pairing with actionable insights (sentiment and operational metrics), with the practical realities of frontline execution. The role is responsible for embedding customer-centricity into operational change, ensuring that new processes, tools, and ways of working are implemented safely, consistently, and at pace. Working cross-functionally across Product, Delivery, Operations, and Change/Digital teams, the role drives sustainable improvement in both customer outcomes and operational performance within a complex, high-volume UK telecoms environment. You will be responsible for leading a large and complex portfolio of change impacting the Vodafone Business Service Estate (approx. 270 a year). You will also be responsible for prioritizing and executing large scale transformation across Moments that Matter to Customers, with the ambition to realise the Vodafone Signature Experience (currently sits at c40 projects/programs a year) You will measure impacts through benefits realization (both customer sentiment and operational KPIs) and drive through leadership across the Strategic CX Transformation roadmap, partnering with the Insights team. You will also become the CX empowered signoff across multiple governance gates (inc EDRA, GTM, Product Launch etc)

• Extensive experience in operations management, transformation, or programme delivery roles, ideally within a large, complex organisation.
• Proven track record of leading large teams (15+ direct reports) and managing multi-million-pound improvement / transformation programmes.
• Deep understanding of operational readiness, GTM processes, and board-level governance.
• Strong commercial acumen and experience building business cases for senior approval.
• Exceptional stakeholder management, communication, and influencing skills, with experience engaging at board and executive level.
• Expertise in project and programme management methodologies (e.g., Agile, Prince2, MSP).
• Demonstrated ability to drive cultural change and embed continuous improvement.
• Strong analytical, problem-solving, and decision-making skills.
• Experience in the telecoms or technology sector is highly desirable.
• Degree level qualified. MBA desirable
  
  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. Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations - from small, local businesses to multi-national corporations - unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT). What you'll do

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. 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 refer to the Accessibility section of our Careers website ( ) 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. #VodafoneThree #LI-Hybrid Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.