VodafoneThree - Senior Service Relationship Lead

Location: Newbury/London/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 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

The Senior Service Relationship Lead’s primary role will be to lead and manage a team of Service Management ‘experts’, ensuring their colleagues are supported and developed. This role is a direct line management role accountable for driving the performance and cultural change required amongst some of the most senior roles within the SRM job family.

The Senior Relationship Service Lead will drive continuous service improvement and service development, increasing overall customer satisfaction and improving customer relationship Net Promotor scores (rNPS).

• Lead with purpose, and inclusivity, to help us achieve our ambition to be the #1 place to work.
• Lead with a customer focused attitude, to help us achieve our ambition to be the #1 for customer experience. 
• Provide, and shape, a strong interlock and partnership between the Enhanced Service organisation and other key business functions. 
• Build and maintain relationships with strategically important, and senior, stakeholders across the business. 
• Lead on impactful resourcing decision-making that focus on both our colleagues and customers.
• Define and own a Spirit Beat action plan, driving improvements in colleague experience and supporting our #1 place to work ambitions. 
• Drive efficiencies and manage operational expenditure (OpEx) across the function. 
• Accountability for the delivery of end results of own work area within overall function plan. 
• Responsible/ jointly responsible for planning, finances / budget and formulation of processes and standards.
• Contribute to the setting of strategic plans and goals, specific to a Senior Service Management environment. 
• Create and manage the delivery of operational programmes, that support our Practice ambitions. 
• Establish individual Development Goals and the skills and capabilities required of the role 
• Ensure correct, timely and accurate completion of the required forecasting and time recording tools for your team and using this information to aid decision making. 
• Support the wider SRM leadership team and promote the function in your interactions with other areas of the business.  

Who you are

• Prior Line Management experience is key, with the ability to lead, develop and coach an experienced and senior team of Service Managers. 
• A proven track record in performance enhancement , leading by example, and successfully delivering through others.  
• A Servant Leader, who is committed to committed Diversity & Inclusion, as well as colleague growth and enhancing team culture 
• Solid understanding of ITIL Service Management principles and best practice.  
• Strong communication skills to guide, influence and convince others (including customers, partners and third parties,  up to CxO level).  
• ITIL 4 Certified  
• Working knowledge of Service Management and related tools, processes and documentation, such as (SDP/SAM/CER/CID/COOM/Risk & Issue Log) is highly desirable 
• Prior Telecommunications experience is desirable

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/applying-to-us/) 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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