Head of Operations & Service Excellence

Project People; Reading; Hybride; GBP 90 000 - 130 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Operational management

Incident management

Change management

Supplier management

Governance

Stakeholder engagement

Telecoms experience

Description du poste

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.