Virgin Media O2
Service Management Team Lead-O2 Business
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Summary
Location
Birmingham, London, Manchester, Peterborough, Reading, Sheffield
Job Family
B2B
Job Type
Full Time
Posted Date
20-Jul-2026
Ref #
74416
Join us as a Service Management Team Lead, where you’ll play a pivotal role in shaping how we deliver exceptional service experiences across O2 Business. In this leadership position, you’ll guide a talented team of Service Managers, empowering them to provide consistent, high-quality, and commercially effective services to our customers.
You’ll lead a dynamic, tiered Service Management function, setting the direction for service excellence across diverse customer portfolios. By aligning delivery with customer needs, contractual commitments, and commercial goals, you’ll ensure we consistently create meaningful value for our clients while strengthening long-term relationships.
This is an opportunity to drive real impact—fostering a culture built on continuous improvement, accountability, and collaboration. Using data-led insights, you’ll champion smarter decision-making and elevate performance, helping your team—and the wider business—thrive.
Working within a collaborative, virtual model, you’ll partner closely with teams across Sales, Technology, and Customer Experience to unlock growth opportunities, enhance service outcomes, and deliver lasting customer success.
Who we are
O2 Business is our new focused, digital‑first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next‑generation fixed and mobile infrastructure, the new entity will offer a broader portfolio of best‑in‑class solutions – including cloud‑based communication tools, voice and contact centre offerings, and 5G private networks – supported by a culture that prioritises in‑office collaboration, with our teams generally working together on site five days a week.
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The must haves
In order to be considered for this role you must have the following skills:
- Substantial, proven experience in IT, system integration, mobile, IT or network outsourcing environments, supporting enterprise and multi-national customers
- Proven track record in a role managing/leading customer-facing Service Management teams, ideally within a tiered or structured delivery model
- Strong previous experience managing multi-technology service towers across Enterprise environments
- Proven track record of delivering service outcomes within mobile, telecommunications or IT managed services
- Previous success in a role requiring strong influencing and relationship management skills across matrix and virtual teams
- Deep understanding of service management frameworks including Incident, Change and Problem Management (ITIL v3 Foundation minimum)
- Proven track record in a role requiring strong commercial acumen, including cost control, margin management and service-based financial models
- Proven ability to use data and analytics to drive decisions, performance improvements and commercial outcomes including proven ability to interpret complex information and provide clear direction.
- Proven experience managing third-party vendors and partners within complex service environments
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The other stuff we are looking for
We'd Also Love It If You Could Bring
- Previous experience managing a team in a change environment
What's in it for you
Working at O2 Business, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date.
When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
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