VodafoneThree - Service Incident Manager

Vodafone Group; Farnborough; On-site; GBP 35,000 - 55,000; Full time

Job summary

Vodafone Group is seeking a Service Incident Manager in Farnborough to enhance the cyber security of the UK's Critical National Infrastructure. You will support incident management, ensuring customer satisfaction and effective ticket resolution. This role requires strong technical knowledge in telecommunications and experience in managing relationships with various stakeholders.

Benefits

Excellent basic salary plus bonus

Up to 28 days off plus bank holidays

Paid time for charity work

Personalised family benefits

Qualifications

• Experience in Service Incident Management or Escalation.
• Ability to manage difficult and sensitive situations.
• Eligibility for SC clearance.

Responsibilities

• Manage the ENOC Service Desk for all customers.
• Drive resolution of incidents and manage complex ticket handling.
• Maintain customer relationships as a trusted Service Incident Manager.

Skills

Service Incident Management

Ticket Management

Customer Relationship Management

Prioritising & Decision Making

Technical Knowledge in Telecommunications

Analytical Skills

Education

ITIL 4 Qualification

Job description

Location: Farnborough Office – fully onsite
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: 24/7, 365 days a year, 4 days on 4 days off (2 x Day Shifts 07:00 – 19:00 and 2 x Night Shifts 19:00 – 07:00) including weekend and bank holidays.

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.

Join Vodafone Business Security Enhanced and strengthen the cyber security of the UK's Critical National Infrastructure and public sector organisations.

You will:

• Fully support the ENOC Service Desk for all customers
• Incident Management – ownership and driving resolution of incidents and be first point of contact for resolution of faults and requests. Accountable for initiative-taking and reactive communication
• Validate, repair, track and drive all tickets in line with agreed quality measures.
• Demonstrate an open and willing mindset whilst remaining empathetic and professional to the customer
• Support the service desk where needed, working to the ethos of being one team and getting it done together.
• Working with the Service Desk on complex ticket management, owning from creation, triaging and driving resolution
• Understand when an incident must be passed to Major Incident Team, providing a comprehensive handover, and remaining engaged with the ticket owner until resolution
• Improve team efficiency by recording best practices and implementing/documenting revised procedures.
• Be accountable for dealing with customer complaints accurately, professionally and with empathy within agreed Service Level agreements.
• Maintain existing customer relationship and function as trusted Service Incident Manager for Vodafone in all customer interactions, understanding the customer’s business and how VBSE add value.

Who you are

You will have:

• Previous experience of Service Incident Management or Escalation
• Ticket Management and escalation procedure
• Experience of developing and nurturing positive relationships and influencing people at various levels & positions
• Technical knowledge in Telecommunications
• Experience in analysing information, understanding, and identifying problems /trends to enable the implementation of necessary desired outcome.
• Manage difficult and sensitive situations by making decisions against competing deadlines.
• Prioritising & decision making skills
• ITIL 4 Qualification is essential or will undertake on appointment the necessary
• Qualficiation
• Eligibility for SC clearance

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 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.

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