VodafoneThree - Operational Service & Implementation Manager

Location: Stoke-on-Trent + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
 

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 a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.
 

What you’ll do

As the Operational Service &  Implementation Manager, you’ll be the person who keeps everything running smoothly day to day across our assisted channels. You’ll lead the teams who triage issues, manage fixes and verify resolutions, making sure problems are understood and sorted quickly. Your work helps protect customer experience, frontline performance and overall business outcomes by spotting trends early, preventing repeat issues and bringing the right people together to fix things fast.

• Lead the L1 Triage, Fix Verification and Remediation teams to ensure issues impacting customers, systems or operations are assessed and resolved quickly and accurately.
• Oversee triage of all PBIs, making sure each issue is fully understood, prioritised and progressed with clear documentation and ownership.
• Manage operational service performance across internal teams and third party suppliers, ensuring SLAs are met and Indirect partners receive high quality support.
• Lead our customer remediation approach for operational and technical incidents, ensuring every case is handled fairly, promptly and in a well controlled way.
• Provide clear, proactive updates and escalations on issues, risks and impacts — right up to senior stakeholders.
• Use data, frontline insight and feedback tools to identify trends, drive root cause analysis and support ongoing improvements.
• Work closely with Retail, Contact Centre, IT, Channel Support and Operations Stability to ensure decisions are aligned and impacts are fully understood.
• Oversee defect management, making sure issues are raised, logged, verified and closed with full traceability.
• Bring strong understanding of Consumer stack systems to support effective technical triage and simplify complex issues for non technical audiences.
• Drive improvements to operational processes, service quality, ways of working and cross team collaboration to boost stability, speed and predictability.

Who you are

• You have strong experience in in life service management, triage, operational support or issue management within a complex telco or digital environment.
• You bring solid technical understanding of Consumer stack systems and can diagnose issues across multiple platforms.
• You have proven experience leading operational teams focused on triage, fix verification or remediation.
• You’re confident managing suppliers and internal teams to SLAs, with clear accountability and performance governance.
• You can interpret operational data and insight, spot trends and carry out effective root cause analysis.
• You’re a strong stakeholder manager with the ability to influence and communicate clearly across retail, contact centre, IT and operations.
• You’re experienced in coordinating complex deliverables across multiple cross functional teams.
• You’re able to present clearly, simplify complexity and tailor your communication to different audiences.

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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