Service Design & Transformation Manager

Service Design and Transformation Manager - 6 month contract - Telecoms

Reading (2 days/week in office)

The Service Design and Transformation Manager plays a key role within the Operational Services directorate, responsible for designing and delivering changes to the Shared Operations service that underpins network performance for the shareholders.

Working across the Company and shareholder organisations, this role ensures that evolving service requirements are translated into clear, effective, and deliverable service designs, enabling consistent, high‑quality operational performance.

The Shared Operations service is critical to maintaining the performance and reliability of the UK's mobile network. As shareholder requirements evolve, this role ensures the Company can adapt its services in a structured and controlled way without compromising stability, efficiency, or customer experience.

By combining service design expertise with strong stakeholder engagement, this role enables the Company to deliver meaningful change across complex operational environments.

You’ll lead the design and implementation of service changes across the operational landscape. You’ll:

• Own and develop revised service designs aligned to changing shareholder requirements
• Engage and collaborate with stakeholders across the company and shareholders to ensure alignment
• Define the changes required across operational processes, service models, and delivery structures
• Lead the implementation of service design changes into live operations
• Identify and support OSS/IT system requirements needed to deliver service changes
• Ensure service designs are scalable, practical, and aligned to operational realities
• Support the transition of new or updated services into business‑as‑usual delivery

You’re a service design or service transformation professional who can translate strategy into delivery in complex operational environments. You bring strong stakeholder influence, technical understanding, and a structured approach to change.

You’ll bring:

• Strong understanding of ITIL v4 frameworks and service management principles
• Experience in telecoms
• Knowledge of end‑to‑end service delivery across operations, access, estates, and service management
• Strong stakeholder engagement skills, including influencing senior leaders
• Experience defining and measuring service performance and KPIs linked to customer outcomes
• A track record of embedding best practice and driving continuous improvement