Service Delivery Engagement Lead

Be the customer voice. Shape the service. Turn relationships into results.

The Service Delivery Engagement Lead is the primary interface between MBNL Operational Services and our customers. This role exists to ensure our customers experience joined-up, high-performing service delivery, backed by clear communication, credible plans, and visible improvement.

You’ll own the customer relationship end-to-end—bringing together subject matter experts across Operational Services to provide a single, trusted view of performance, risks, improvements, and escalations. Your focus is simple but powerful: drive value for customers and their end users.

This role defines how MBNL is experienced by its customers. It ensures expectations are clear, performance is visible, and improvements are real. You’ll be trusted to manage complex relationships, handle high-profile escalations, and drive meaningful change across one of the UK’s most important infrastructure partnerships.
This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

You’ll operate as both strategic partner and operational leader—connecting customer needs to real delivery. You’ll:

• Act as the primary contact for EE/BT and Three across all aspects of Operational Services.
• Build trusted, long-term relationships with customer stakeholders at all levels.
• Understand customer priorities and challenges—translating them into actionable service improvements.

• Work with internal SMEs to translate customer requirements into executable delivery plans.
• Own and drive the continuous improvement of service delivery, including strategies, processes, controls, and capabilities.
• Investigate underperformance, lead recovery initiatives, and manage the communication of improvement progress.

• Run key governance forums—monthly service reviews, quarterly strategic reviews, and senior leadership engagements.
• Develop agendas, presentations, action logs, and progress updates.
• Align the cascade of information from detailed working groups through to senior customer engagement—ensuring clarity, not noise.
• Identify risks to service delivery and engage customers early with mitigation plans.
• Manage customer escalations—ensuring credible recovery plans, root cause analysis, and corrective actions are in place.
• Escalate to ELT or senior management when issues sit outside your direct control.
• Design and run customer satisfaction surveys, capturing structured feedback.
• Work with SMEs to develop improvement plans and communicate progress back to customers.
• Bring in external best practice, challenge the status quo, and continuously raise the bar for service excellence.

You’re a confident service leader who can balance commercial reality with customer ambition and turn both into results. You’ll have:

• Proven experience in customer-facing service leadership roles.
• Background in operations, service delivery, or infrastructure management.
• Strong stakeholder and relationship management capability.
• Track record of influencing and improving performance through SMEs.
• Confident senior-level communicator—both written and verbal.
• Strong problem-solving, negotiation, and conflict management skills.
• Analytical mindset—you can turn data into action.
• Experience bringing industry best practice into organisations to drive improvement.

• Lean / Six Sigma.
• IAM Certificate.
• Strong safety, quality, and compliance knowledge of mobile or fixed networks.
• Experience in a joint venture environment.