VodafoneThree - Service Incident Manager

Location: Homebased
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday

Security Clearance: This position requires you to hold or the ability and willingness to obtain a UK Developed Vetting (DV) clearance.



Homebased

Our homebased working means you’ll work from home almost all the time and come together on certain occasions during the year to be creative, collaborative and simply connect. 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.

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

What you’ll do

At VodafoneThree, our Enhanced Network Operations Centre (ENOC) team is at the heart of keeping our customers connected. As a Service Incident Manager, you'll support one of our key enterprise customers, taking ownership of critical incidents and ensuring services are restored as quickly and effectively as possible. Working within a fast-paced operational environment, you'll be the trusted point of coordination during incidents, bringing together technical teams, stakeholders and customers to drive positive outcomes and minimise business impact.

This is a fantastic opportunity to join a growing team supporting a high-profile customer account. You'll work alongside an experienced Incident Manager, benefiting from their extensive knowledge while developing your own expertise in incident management, customer engagement and operational excellence

• Managing critical incidents: Taking ownership of Priority 1, 2 and 3 incidents, ensuring issues are progressed effectively and resolved within agreed service levels. 
• Driving incidents through to resolution: Coordinating internal and external teams, removing roadblocks and maintaining momentum to deliver the best possible customer outcomes. 
• Leading incident communications: Joining and driving incident bridge calls, providing proactive updates and ensuring all stakeholders remain informed throughout the incident lifecycle. 
• Building trusted customer relationships: Acting as a key escalation point for customers, handling incidents professionally, empathetically and with a strong customer-first mindset. 
• Managing ticket quality and governance: Validating, tracking and progressing incidents and requests, ensuring all activity aligns with quality standards, SLAs and operational processes. 
• Supporting continuous improvement: Identifying trends, sharing best practices and contributing to service improvement initiatives that enhance customer experience and team performance. 
• Collaborating as one team: Working closely with Service Desk, Major Incident and wider operational teams to deliver a seamless support experience for customers.

Who you are

• An experienced incident management professional: You have previous experience in Incident Management, Service Management or an escalation-focused operational role. 
• A confident communicator: Able to engage with customers, technical teams and senior stakeholders, providing clear, professional and timely communication. 
• A proactive problem solver: You take ownership, think ahead and remain focused on delivering resolutions, even in complex or high-pressure situations. 
• A skilled stakeholder manager: Comfortable influencing and challenging colleagues or resolving teams where required to keep incidents progressing. 
• Customer focused and accountable: Passionate about delivering excellent service while managing customer expectations with empathy and professionalism. 
• Analytical and detail oriented: Able to analyse information, identify trends and make informed decisions to achieve the desired outcome. 
• Organised and resilient: Capable of managing competing priorities, making decisions under pressure and maintaining quality standards in a fast-paced environment. 
• Technically curious: Experience within telecoms, technology or a related operational environment, with knowledge of networking, cloud or managed services being advantageous. 
• Committed to development: Willing to learn and develop your understanding of ITIL frameworks, with ITIL certification viewed as advantageous. 
• Security clearance eligibility: Eligible to obtain and maintain DV 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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