VodafoneThree - Incident Management Duty Manager

VodafoneThree; United Kingdom; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonuses

Pension plan

Up to 28 days off + bank holidays

Discretionary perks

Job summary

VodafoneThree is seeking a Location Independent Incident Management Lead to oversee one of our 24/7 teams. You will manage major incidents, coordinate escalations, and steer a high-performing group in a fast-paced telecom environment.

The role involves rotating shifts (days/nights), international remote working options, and close collaboration with customers, resolver groups and account teams. A strong focus on service stability and customer outcomes is essential.

Qualifications

• Experience leading operational or service management teams.
• Knowledge of Incident Management and Major Incident Management.
• Experience handling major incidents and high-impact events.
• Excellent communication and stakeholder management.

Responsibilities

• Lead one of the 24/7 Incident Management teams to maintain service during incidents.
• Manage major incidents and escalations with swift resolutions.
• Be the out-of-hours on-call lead on a rotation.
• Drive performance through resource planning and queue management.
• Coach and develop the team with performance management.
• Foster accountability and continuous improvement in operations.
• Ensure teams are skilled for evolving technologies and customer needs.
• Support introduction of new products and customers into operations.
• Use data and trends to improve processes and outcomes.

Skills

Incident management

Major incident management

Team leadership

Stakeholder management

Decision making under pressure

Analytical thinking

ITIL knowledge

Shift-based operations

Customer focus

Tools

ServiceNow

Remedy

Job description

Location: Location Independent Worker

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working hours: Full time 37.5 hours per week - 2-day shifts from 7 AM to 7 PM, 2-night shifts from 7 PM to 7 AM, 4 days off rotational 12-hour shifts

Security Clearance: This position requires the ability & willingness to undergo and obtain a Secure Vetting (SC) clearance.

Location Independent Worker

As a Location Independent Worker, for operational reasons you may be required to perform your duties, either temporarily or permanently, from any of our offices or customer sites within a reasonable geographic area of your home address. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

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.

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

You'll lead one of our 24/7 Incident Management and Customer Major Incident Management teams, playing a critical role in keeping customers connected when it matters most. From managing major service incidents and leading escalations to developing a high-performing team, you'll be at the heart of delivering exceptional customer experiences across fixed, converged and mobile services. Working within a rotating shift pattern covering days, nights and weekends, you'll provide operational leadership, drive service excellence, and help shape a culture of continuous improvement.

• Lead and inspire a team of incident management professionals in a fast-paced, customer-focused environment
• Take ownership of major incidents, high-priority customer escalations and critical service-impacting events, ensuring swift resolution and effective communication
• Act as the out-of-hours operational lead on a rotational basis, collaborating with customers, resolver groups, service incident managers and account teams
• Drive operational performance through effective resource planning, queue management, incident control and achievement of service targets
• Coach, develop and empower your team through performance management, capability building and succession planning
• Foster a culture of accountability, collaboration and continuous improvement that enhances customer satisfaction and operational excellence
• Ensure your team maintains the skills, knowledge and readiness to support evolving technologies, services and customer requirements
• Support the introduction of new products, services and customers into the operational environment
• Use data, insights and performance trends to identify opportunities to improve processes, efficiency and customer outcomes

Who You Are

You'll have:

• Proven experience leading and developing high-performing operational or service management teams
• Strong knowledge of Incident Management and Major Incident Management within fixed, converged or telecommunications environments
• Experience managing major service incidents, customer escalations and high-impact operational events
• Excellent communication and stakeholder management skills, with the ability to influence and collaborate at all levels
• Confidence working under pressure and making decisions in time-critical situations
• A proactive, analytical approach to problem-solving and operational decision-making
• Experience balancing customer needs, operational priorities and business objectives
• A passion for continuous improvement and creating an inclusive, high-performing team culture
• Experience using ServiceNow and fixed-line Remedy tools
• Understanding of ITIL methodologies and operational best practices
• Adaptable, resilient and comfortable working within a 24/7 shift-based operational environment
• Committed to delivering an outstanding customer experience while driving service stability and operational excellence

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.

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 (https://careers.vodafone.com/uk/reasonable-adjustments/) 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 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