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Operational Incident Manager

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Vodafone

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Location:
United Kingdom , Stoke on Trent

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

You’ll lead the Operational Incident Team within Channel Operations, playing a critical role in keeping our Consumer Operations running smoothly. In this fast paced, high impact role, you’ll provide confident operational leadership, ensuring incidents are managed effectively, services remain available, and our people have what they need to deliver for customers. Acting as the channel lead during major incidents, you’ll bring clarity, pace, and strong decision making when it matters most, while working closely with internal and external partners to continuously improve operational service delivery.

Job Responsibility:

  • Lead the Operational Incident Team within Channel Operations
  • Ensure incidents are managed effectively, services remain available, and our people have what they need to deliver for customers
  • Act as the channel lead during major incidents
  • Lead day to day operational support, including oversight of the monitoring centre and live operational performance
  • Manage incidents that impact Consumer Operations and the services we provide
  • Ensure Business Continuity plans are in place, well understood, and activated when required
  • Guarantee accurate, timely, and right first time system access and setup for colleagues across the operation
  • Act as the principal representative for all Channels during major incidents, coordinating actions, communications, and decision making across operational teams and senior stakeholders
  • Provide clear direction, timely escalations, and regular updates that safeguard customer experience and operational performance
  • Own key service relationships as the Service Action Owner
  • Ensure service availability meets agreed SLAs, leading service reviews, and driving continuous improvement across operational service delivery

Requirements:

  • Strong understanding of the information systems used in frontline environments and how they support day to day operations
  • Comfortable monitoring performance, spotting issues early, and taking the lead when outages or incidents occur
  • Experience leading people and enjoy supporting, coaching, and guiding others
  • Confident presenting information and answering questions with clarity, whether you’re speaking with colleagues, managers, senior leaders, or customers
  • Highly organised, with strong planning skills that help you stay in control, even when priorities are shifting
  • Build trusted relationships with senior stakeholders, using clear communication and effective negotiation to get the right outcomes
  • Stay calm under pressure, able to make sound decisions and deliver results to tight timescales
  • Naturally analytical, able to break down problems, gather the right data, understand the facts, and drive issues through to resolution
What we offer:
  • Excellent basic salary
  • Bonus
  • Up to 28 days off plus bank holidays
  • Paid time for charity work
  • Discounts
  • Vouchers
  • Pension plan
  • Learning tools
  • Parental leave policies

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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