Senior Service Readiness & Improvement Manager

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 at pace. Working 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.