Service Design and Transition Manager

Role Purpose

The Cyber Service and Continuous Improvement manager will drive consistent ITIL best practice across Cyber Security domains and systems, enabling the reduction of cyber and operational risk. This role combines service design and lifecycle governance with cross-domain continuous service improvement (CSI), working across global teams, suppliers, and markets to ensure services are effective, measurable, and continuously evolving.

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

• Develop, maintain, and enhance service documentation for Cyber Security platforms across their lifecycle.
• Collaborate with Cyber Security functions globally and in local markets, as well as suppliers and support teams to ensure documentation is accurate, practical, and usable.
• Ensure service documentation aligns to service architecture, business requirements, and operational processes, including defining and supporting SLAs, KPIs, and KRIs.
• Support and contribute to discussions on in-life operating models with internal and external stakeholders to enable continuous service improvement.
• Lead the transition of platform activities to operational teams, ensuring readiness, clarity, and operational effectiveness (including new services, upgrades, and enhancements).
• Drive cross-domain CSI initiatives, including prioritisation, shaping approaches, and standardising practices where gaps exist, Establish a reusable model for service reviews, leveraging data-driven insights, trend analysis, and performance reporting.
• Proactively identify service risks, issues, and improvement opportunities, engaging development teams, suppliers, local markets, and vendors to resolve them, Enable collaborative problem-solving, bringing stakeholders together to drive decisions and deliver outcomes efficiently.

Who you are

• Experience working across one or more ITIL disciplines., Comfortable operating in complex, multi-technology environments across multiple geographies.
• Ability to translate complex technical concepts into accessible language for business stakeholders, Strong relationship-building and stakeholder engagement skills, with a proactive networking approach.
• Exposure to Service Design practices is advantageous, Passion for delivering value and high-quality service experiences to users and customers.
• An agile mindset, with experience supporting both iterative and traditional delivery models, Strong analytical and problem-solving capabilities within multi-layered technical environments.
• Ability to manage multiple priorities in a fast-paced and evolving environment.
• Effective communication, influencing, and negotiation skills, with a collaborative approach to teamwork.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Discretionary yearly bonus: 10%
• Annual leave: 28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year
• Charity days: 5 days/year
• Maternity/adoption leave: 52 weeks out of which the first 13 weeks are fully paid followed by 26 weeks of half pay and 6 months - working 4 days, getting paid 5
• Paternity leave: 16 weeks fully paid
• Private pension: You can contribute up to 5% of your basic pay with 2:1 matching from Vodafone up to 10%.
• Access to: private medical, private dental, free health assessments, share save scheme
• Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.