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Vodafone Logo Vodafone · IT - Administration

Senior Service Readiness & Improvement Manager

United Kingdom, Newbury · Job Posted February 19, 2026
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Job Description

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.

Job Responsibility

  • Accountable for ensuring customer-facing operations are fully prepared to adopt and deliver large-scale change
  • Bridging enterprise-level strategy with the practical realities of frontline execution
  • Embedding customer-centricity into operational change
  • Working cross-functionally across Product, Delivery, Operations, and Change/Digital teams
  • Driving sustainable improvement in both customer outcomes and operational performance
  • Leading a large and complex portfolio of change impacting the Vodafone Business Service Estate
  • Prioritizing and executing large scale transformation across Moments that Matter to Customers
  • Measuring impacts through benefits realization
  • Driving through leadership across the Strategic CX Transformation roadmap
  • Becoming the CX empowered signoff across multiple governance gates

Requirements

  • Extensive experience in operations management, transformation, or programme delivery roles, ideally within a large, complex organisation
  • Proven track record of leading large teams (15+ direct reports) and managing multi-million-pound improvement / transformation programmes
  • Deep understanding of operational readiness, GTM processes, and board-level governance
  • Strong commercial acumen and experience building business cases for senior approval
  • Exceptional stakeholder management, communication, and influencing skills, with experience engaging at board and executive level
  • Expertise in project and programme management methodologies (e.g., Agile, Prince2, MSP)
  • Demonstrated ability to drive cultural change and embed continuous improvement
  • Strong analytical, problem-solving, and decision-making skills
  • Experience in the telecoms or technology sector is highly desirable
  • Degree level qualified
  • MBA desirable

What we offer

  • Excellent basic salary plus bonus and Vodafone benefits
  • Great pay, bonuses
  • Up to 28 days off plus bank holidays
  • Paid time for charity work
  • Discounts, vouchers
  • Pension plan
  • Amazing learning tools
  • Top-notch parental leave policies
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