Head of Operational Management

Project People; Reading; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

MBNL seeks a Head of Operational Management to lead central Operational Services, ensuring service performance, supplier delivery, and governance for EE/BT and Three. This hybrid role is based in Reading with at least two days on site.

You will shape strategy, drive continuous improvement, manage risk, and coach senior managers to build a high‑performing service organisation across the network estate.

Qualifications

• Extensive experience leading operational service functions in telecoms or technology.
• Proven ability to deliver KPI-driven performance and governance.
• Strong leadership across multi-stakeholder environments.

Responsibilities

• Lead and oversee central Operational Services across MBNL.
• Develop and maintain operations strategy, plans, KPIs, and performance framework.
• Own incident, event, problem, change, and service continuity management activities.
• Assure supplier performance and contractual delivery across operational services.
• Lead site access, permitting, and governance with safety and compliance.
• Oversee spares management, licensing, and asset optimisation initiatives.
• Monitor and improve network performance, addressing service risks.
• Drive service recovery and root-cause analysis.
• Build relationships with shareholders, suppliers, and stakeholders to deliver results.
• Lead, develop, and coach operational teams to build a high-performing organisation.
• Manage supplier ecosystems to meet service targets.

Skills

Leadership

Operational management

Incident management

Change management

Supplier management

Governance

Stakeholder engagement

Telecoms experience

Job description

Lead operations. Drive performance. Enable outstanding network service.

The Head of Operational Management is a senior leadership role within MBNL’s Operational Services directorate, reporting directly to the Operational Services Director. The role is accountable for leading operational service delivery across the network estate, ensuring service performance, supplier delivery, and operational governance support EE/BT and Three in delivering outstanding customer experiences. Working across MBNL, shareholders, and the wider supplier ecosystem, the role provides leadership, assurance, and continuous improvement across critical operational services.

Why this role matters;

Operational performance sits at the heart of network availability, service continuity, and customer experience. This role ensures MBNL’s operational services are delivered effectively, supplier performance is managed proactively, and operational risks are identified and addressed before they impact service. Through strong leadership, governance, and continuous improvement, the role helps MBNL achieve and exceed shareholder expectations.

This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you’ll be here to do;

• Lead and oversee the delivery of Central Operational Services across MBNL
• Develop and maintain the operational services strategy, plans, KPIs, and performance framework
• Own incident, event, problem, change, and service continuity management activities
• Assure supplier performance and contractual delivery across operational services
• Lead site access, permitting, and operational governance activities while maintaining safety and compliance standards
• Oversee spares management, microwave licensing, and operational asset optimisation initiatives
• Monitor and improve network performance, proactively addressing service risks and underperformance
• Drive service recovery, root cause analysis, and continuous improvement programmes
• Build strong relationships with shareholders, suppliers, and business stakeholders to achieve operational outcomes
• Lead, develop, and coach operational teams and managers to build a high‑performing service organisation
• Manage supplier ecosystems and partner relationships to ensure delivery against agreed service and performance targets
• Drive operational transformation initiatives and support MBNL’s evolution into a high‑performing service‑based organisation

Who we’re looking for;

• Significant experience leading operational service functions within complex technology, telecoms, infrastructure, or service organisations
• Strong knowledge of operational disciplines including incident, change, problem, event, availability, and service continuity management
• Proven experience managing supplier ecosystems and driving performance improvements
• Experience influencing and working with senior leadership teams, shareholders, and external partners
• Strong leadership capability with experience developing and managing high‑performing teams
• Ability to balance customer, commercial, technical, and operational priorities
• Experience defining and implementing service improvement, governance, and performance management frameworks
• Strong stakeholder engagement, communication, and influencing skills
• Experience introducing industry best practice and driving organisational change

If you also have the following, we’d especially like to hear from you;

• Experience managing remotely located, cross‑functional teams
• Strong safety, quality, and compliance knowledge within mobile or fixed network environments
• Experience working in a joint venture or multi‑stakeholder organisation
• Experience leading large‑scale operational transformation programmes