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Vodafone Logo Vodafone · IT - Software Development

Service Transformation Lead

United Kingdom, Newbury Employment contract · Job Posted May 29, 2026
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Job Description

You’ll play a pivotal role in shaping the future of one of the UK’s most exciting transformation journeys. As we bring together our strengths to build the country’s largest mobile network, you’ll lead the design and delivery of service transformation initiatives that improve efficiency, elevate customer experience, and drive meaningful cost outcomes. You’ll work across multiple teams and senior stakeholders, turning strategy into action and embedding scalable, digital-first service models that make a real impact.

Job Responsibility

  • You’ll lead the development and implementation of the Service Operations Target Operating Model
  • You’ll deliver transformation initiatives aligned to Business Operations and Vodafone Business strategy
  • You’ll drive adoption of automation, digital channels, and AI-powered service capabilities
  • You’ll identify opportunities to reduce avoidable demand through smarter processes and improved customer journeys
  • You’ll define future-ready service delivery models across in-house and partner (BPO) environments
  • You’ll collaborate with cross-functional teams including Service Operations, CX, Product, Technology, and Business Enablement
  • You’ll translate strategy into structured delivery plans with clear milestones and measurable outcomes
  • You’ll track and deliver improvements in cost, efficiency, and service performance
  • You’ll engage and influence senior stakeholders, ensuring alignment and momentum across initiatives
  • You’ll proactively manage risks and dependencies to keep complex programmes on track

Requirements

  • You bring significant experience leading service or operating model transformation in telecoms, technology, or a similarly complex industry
  • You have a strong understanding of customer service operations, including contact centres, digital channels, and partner delivery models
  • You’ve successfully delivered automation and digital transformation initiatives (e.g. AI, workflow automation, self-service)
  • You have strong commercial awareness and can link operational improvements to business performance outcomes
  • You’re confident influencing and engaging senior stakeholders across multiple functions
  • You have experience managing complex programmes with multiple dependencies and delivery partners
  • You’re a structured thinker with strong analytical and problem-solving skills
  • You understand industry trends and dynamics, with consulting experience as a plus

Nice to have

consulting experience

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
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