Service Design & Transformation Manager
Service Design & Transformation Manager
Contract – 6 months
Reading (Hybrid – 2 days per week in the office)
Design services. Deliver change. Enable better network outcomes
We're looking for a Service Design & Transformation Manage r to join MBNL's Operational Services team, playing a key role in shaping and delivering changes to the Shared Operations service that supports the UK mobile networks of EE/BT and Three.
This is an opportunity to work at the heart of a complex operational environment, translating evolving business requirements into practical, scalable service designs that improve network performance, operational effectiveness, and customer outcomes
What you'll be doing
- Designing and implementing changes to operational services and service models
- Working closely with stakeholders across MBNL, EE/BT, and Three to define future service requirements
- Leading service transformation initiatives from design through to implementation
- Identifying process, operating model, and system changes required to support new services
- Supporting the transition of services into business-as-usual operations
- Driving continuous improvement and ensuring service designs are measurable, effective, and operationally viable
What we're looking for:
- Strong understanding of ITIL v4 and service management principles
- Experience in telecoms, infrastructure, utilities, or operational service environments
- Knowledge of end-to-end service delivery, operational processes, and service performance management
- Strong stakeholder engagement and influencing skills, including senior leadership
engagement
- Experience defining service KPIs and driving service improvement initiatives
- A proven track record of delivering change and embedding best practice
Nice to have
- Experience within safety, quality, compliance, or regulated environment
- Exposure to joint ventures or multi-stakeholder organisations
If you're passionate about service transformation, operational excellence, and delivering meaningful change in a complex environment, we'd love to hear from
you.