Partner Governance Manager

Overview

Vodafone Three:
Location Reading, Newbury or Stoke + Hybrid/Homebased Working. Permanent role. Hybrid working model with in-office 2-3 days per week. Salary: excellent basic salary plus bonus and Three benefits.

Working Hours:

Full time 37.5 hours per week (core hours between 10:00 and 16:00).

Who We Are:

We’re here to build a network the UK can count on—connecting people, places and potential. 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, our customers, and the future we're building.

Why Vodafone Three:
Join us at the heart of change—investing sustainably and creating opportunities that last. We’re expanding connectivity and powering businesses, services and communities across the country with significant 5G and digital infrastructure investments. We move at pace and are building a future that works better for everyone.

We are creating something special and joining forces to build the biggest mobile network provider in the UK. This role ensures outsourced partner services comply with contract terms and identifies improvement measures for Vodafone Three. It operates the partner relationship framework, monitors performance through governance forums, and recommends contract amendments. Responsibilities include leading QBRs/MBRs, facilitating audits, and managing service-related risks in collaboration with the Commercial Business Manager.

Contact Centre Governance Lead – Responsibilities

• Lead and manage the contact centre governance team, setting ambition and roadmaps with full oversight of governance activity
• Ensure outsourced services meet contractual obligations and drive improvements to align with Vodafone Three standards
• Implement and manage the partner relationship framework to deliver contractual performance metrics
• Facilitate partner governance forums, including QBRs and MBRs
• Monitor contractual performance and recommend amendments based on results, risks, and operational insight
• Support partner contract changes and RFP strategy
• Coordinate and facilitate independent audits of outsourced partner services
• Jointly manage service and partner risks with the Commercial Business Manager
• Contribute to DRACC processes, ensuring risks are captured in the official risk register

• Experience managing outsourced service providers, ensuring delivery aligns with contractual obligations and identifying improvement opportunities
• Ability to monitor and report on partner performance against KPIs and contractual metrics through governance forums and dashboards
• Ability to coordinate cross-functional stakeholders and ensure audit readiness and transparency
• Knowledge of enterprise risk management practices, including risk identification, escalation, and documentation

Worried that you don't meet all the desired criteria exactly? We value diverse experiences and encourage you to apply even if your background doesn’t align perfectly with every part of the job description.

What we offer:
Competitive pay, bonus potential, up to 28 days off plus bank holidays, and paid personal days (pro-rata). Benefits include discounts, vouchers, a pension plan and learning & development tools.

Need to know:
We are regulated by the Financial Conduct Authority and offers are subject to background checks (criminal and financial). Reasonable adjustments are available during the interview process; contact your recruiter or  for guidance. We use AI in our business to boost innovation and efficiency, and we value authentic candidate experiences.

During the interview, show us your knowledge, personality, creativity and abilities. We look forward to getting to know the real you. #Vodafone Three