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.

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.

• 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, and 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, and enable collaborative problem-solving by bringing stakeholders together to drive decisions and deliver outcomes efficiently.

• Experience working across one or more ITIL disciplines and comfortable operating in complex, multi-technology environments across multiple geographies.
• Ability to translate complex technical concepts into accessible language for business stakeholders, with strong relationship-building and stakeholder engagement skills and 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.

• 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