Snr Service Readiness & Improvement Mgr

Overview

Location:

Newbury, London or Stoke + Hybrid

Salary:
Excellent basic salary plus bonus and Vodafone benefits

Working Hours:

Full time 37.5 hrs per week - Monday to Friday

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 dont 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.

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 Vodafone Three, 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.

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).

The Senior Service Readiness & Improvement Manager is a strategic leadership role accountable for ensuring customer-facing operations are fully prepared to adopt and deliver large-scale change. This role sits at the heart of customer improvement & transformation, bridging enterprise-level strategy—such as new technology, AI enablement, and operating model redesign, pairing with actionable insights (sentiment and operational metrics), with the practical realities of frontline execution.

The role is responsible for embedding customer-centricity into operational change, ensuring that new processes, tools, and ways of working are implemented safely, consistently, and king cross-functionally across Product, Delivery, Operations, and Change/Digital teams, the role drives sustainable improvement in both customer outcomes and operational performance within a complex, high-volume UK telecoms environment.

You will be responsible for leading a large and complex portfolio of change impacting the Vodafone Business Service Estate (approx. 270 a year). You will also be responsible for prioritizing and executing large scale transformation across Moments that Matter to Customers, with the ambition to realise the Vodafone Signature Experience (currently sits at c40 projects/programs a year)

You will measure impacts through benefits realization (both customer sentiment and operational KPIs) and drive through leadership…