Vodafone
VF3 VOIS Managed Service Operations Lead
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Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture
About this Role
We are seeking an experienced IT Managed Service Operations Lead to act as VOIS’s senior IT operations representative for key client stakeholders, including senior technology and operations leaders. Based in Newbury and reporting to the Head of IT Operations, you will hold end-to-end accountability for the services delivered by IT Operations to Vodafone UK.
You will oversee the committed transformation programme, monitor delivery against its objectives and financial parameters, and ensure platform stability and client satisfaction. This role combines strategic service leadership, operational governance, transformation delivery, stakeholder engagement and the development of DevOps and Site Reliability Engineering practices.
What you’ll do
- Take end-to-end accountability for the operation, performance and continual improvement of the CCS technology stack.
- Define the IT Operations transformation roadmap and oversee its execution against agreed schedules, costs and objectives.
- Govern platform availability, reliability, performance and operational resilience.
- Define and deliver technical roadmaps aligned with Vodafone UK business priorities.
- Lead capacity planning, service continuity and proactive operational risk management.
- Ensure compliance with service-level agreements, key performance indicators and Service Management controls.
- Coordinate technical support and service-restoration activities during major incidents.
- Govern Problem Management, root cause analysis and the delivery of preventative actions.
- Own production-readiness reviews and govern deployment and rollback strategies.
- Coordinate release planning across multiple environments and ensure compliance with Change Management controls.
- Drive automation across deployment, monitoring and operational processes.
- Support CI/CD adoption using Jenkins, GitHub and Azure DevOps.
- Establish observability standards using Dynatrace, Splunk and other enterprise monitoring platforms.
- Reduce repetitive operational work through sustainable automation and process improvement.
- Build trusted relationships with senior client stakeholders, business teams and support functions.
- Act as the senior technical escalation point for critical operational matters.
- Manage engagement with Oracle and other third-party vendors.
- Provide executive updates, operational reporting and clear assessments of service and delivery risks.
- Collaborate with Architecture, Delivery and Business teams on operational and transformation priorities.
- Lead and mentor programme leads while supporting capability development and knowledge management.
- Contribute to hiring, onboarding and workforce planning.
- Promote collaborative DevOps and SRE practices across the organisation.
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Who you are
- Extensive experience in telecommunications IT operations and complex enterprise support environments.
- Strong track record of leading large-scale application operations, managed services, and service transformation initiatives.
- Deep understanding of production support models across Oracle BSS, OSS, integration, or comparable telecommunications technology platforms.
- Significant experience managing critical business services, ensuring operational stability, resilience, and service continuity.
- Demonstrated success in leading major incident response, service restoration, and operational risk management activities.
- Expertise in ITIL-aligned Service Management disciplines, including Incident, Problem, Change, Release, and Capacity Management.
- Proven ability to build trusted relationships with senior business stakeholders, technology leaders, clients, and strategic partners.
- Experience defining and executing transformation roadmaps that deliver measurable operational, financial, and service improvements.
- Strong commercial awareness with the ability to balance customer outcomes, operational performance, and contractual commitments.
- Knowledge of DevOps, Site Reliability Engineering (SRE), automation, observability, and modern operational practices.
- Experience working with third-party vendors and managing complex stakeholder ecosystems across multiple functions.
- Desirable experience with Oracle BSS, OSS, integration platforms, cloud technologies, containers, and Kubernetes.
- Excellent leadership, communication, influencing, and decision-making capabilities, with the ability to operate effectively at both strategic and operational levels.
- Commitment to continuous improvement, innovation, capability development, and customer-centric service delivery.
Not a perfect fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
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What's in it for you
- End-to-end ownership of IT Operations services supporting Vodafone UK.
- The opportunity to define and deliver a high-visibility operational transformation roadmap.
- Regular engagement with senior client, technology and operations stakeholders.
- Scope to influence service reliability, platform resilience and client satisfaction.
- The opportunity to shape enterprise DevOps, SRE, observability and automation practices.
- Leadership responsibility for programme leads and broader technical capability development.
- Direct contribution to transformation delivery, financial compliance, platform availability, incident reduction and service improvement.
What skills you will learn
- Enterprise-scale managed service governance and operational leadership.
- Transformation programme planning, execution and benefits tracking.
- Executive stakeholder engagement and operational risk communication.
- Financial and delivery governance within a complex managed service environment.
- Advanced major-incident coordination and service-restoration practices.
- CI/CD implementation using Jenkins, GitHub and Azure DevOps.
- Observability strategy using Dynatrace, Splunk and enterprise monitoring technologies.
- Automation approaches that improve service reliability and reduce repetitive operational work.
- Leadership methods for developing programme leads and multidisciplinary operational teams.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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