As part of this role, you’ll be responsible for:

• Manage key supplier and technology partner relationships: Own day-to-day operations with iD Mobile's BSS stack and customer service platforms, including coordination with Currys Group IT on shared infrastructure services
• Chair governance forums and escalation point: Lead regular service review meetings, operational governance forums, and act as first point of escalation for service issues across the supplier portfolio
• Monitor SLAs, KPIs and performance: Enforce contractual commitments, maintain service dashboards, and apply contractual levers (service credits, improvement notices) to drive supplier accountability
• Lead incident and problem management: Coordinate operational response to service incidents, participate in on-call rota, and drive root cause analysis to prevent recurrence
• Deliver service reporting and continuous improvement: Produce accurate performance reports, identify improvement opportunities, and champion ITIL best practice across service delivery
• Manage risk, compliance and escalation: Identify and escalate operational and supplier risks, ensure regulatory and security compliance, and support audit activity
• Build stakeholder relationships: Develop strong partnerships across iD Mobile and Currys Group IT, represent Service Delivery in cross-functional forums, and provide clear performance updates to leadership
• Communicate with clarity and precision: Produce high-quality written and verbal communications including service reports, incident summaries, and review packs for internal and supplier audiences

You will need:

• Service Delivery expertise in Telecoms/Technology: Proven experience in Service Delivery or Service Assurance roles with strong understanding of MVNO operating models, BSS technology stacks, and ITIL service management principles
• Supplier and performance management: Monitor SLAs and KPIs, challenge suppliers on performance, manage governance frameworks, and build effective relationships with vendors and host network partners
• Incident and problem management: Coordinate incident response, identify root causes, manage issues under pressure, and participate in on-call rota for Major Incident escalations
• Reporting and continuous improvement: Produce clear service performance reporting, apply improvement methodologies (ITIL, Lean, Six Sigma), and drive process enhancements
• Leadership and communication: Strong influencing skills to drive change across multiple stakeholders, excellent written and verbal communication, and ability to manage multiple workstreams concurrently
• Qualifications: Degree-level or equivalent in relevant field (Business, Technology, Engineering) or equivalent experience; ITIL Foundation certification essential; ITIL Intermediate, PRINCE2, or vendor management qualifications desirable

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
• Private medical insurance
• Life Assurance
• Competitive pension scheme
• Access to discretionary bonus
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork)

Why join us

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.