Head Of Service Operations - Mobile Telecoms

Head of Service Operations - Mobile Telecoms - Permanent

Reading/ Hybrid working

The Role:

The Head of Service Operations is a key role within the MBNL organisation, works as part of our extended leadership team and plays a critical part in the day to day running of the business and reports directly to the Director of Operational Services.

What you will do:

• Be accountable for the leadership and proactive management of all aspects of operational service, owning and managing the delivery of real time and non-real time operational services by the supplier ecosystem to achieve agreed business outcomes and performance targets set by EE/BT, Three and the MBNL Board.
• Proactively manage service availability, incident, change, (including operational safeguards / site assurance), problem, performance, event, service continuity, site safety and security to maximise service performance against contractual obligations and industry benchmarks. Undertaking direct intervention to identify root causes of Service underperformance, instigate recovery initiatives to deliver and improve service performance. Escalating to the Operational Services Director and the MBNL Board as required.
• Take ownership and undertake continuous improvement of, service performance including the strategies, processes (including interlocks), systems, controls (including audit), systems, capabilities and relationships required to achieve agreed business outcomes and performance targets including all related forums, communications and governance control points.
• Lead and develop the inhouse operational services team and work in concert with the leadership teams in the supplier ecosystem, EE/BT, Three and MBNL to create a high performing, service-based organisation and maximise the value MBNL creates for its Shareholders.
• Proactively manage all service-related risks, issues and interdependencies (including end of life, end of support, dead sites, out of bounds sites). Initiating corrective actions, recovery plans and interventions required to achieve agreed business outcomes and performance targets.
• Partner with EE/BT and Three Operations and Customer Experience teams to develop and maintain a deep understanding of their service needs and requirements. Translating and communicating to the MBNL teams in a way that is meaningful and relevant.
• Identify, assess and respond to new requirements and opportunities, working in conjunction with the MBNL teams, service delivery partners and the supplier ecosystem to develop and present solutions and options to EE/BT and Three.
• In conjunction with the Commercial Management Teams, manage the performance of partners and suppliers against contracted service and performance obligations. Undertaking benchmarking to track and improve performance.
• Alongside the MBNL Finance and Commercial teams, proactively manageme the costs associated with the service function. Including the budget, forecasting, monitoring and reporting spend against the delivery of value to the shareholders and the proactive identification and implementation of efficiency and cost optimisation initiatives.
• Provide confidential services to EE/BT, Three and the UK Security Services in accordance with mobile license obligations.
• Lead, performance manage and develop the service function.

What we are looking for:

• Significant experience of establishing, developing and leading multiple operations teams or functions (including real time and non-real time) to achieve agreed business outcomes, performance targets and industry benchmarks.
• Thorough understanding of the methodologies, processes and capabilities required to deliver best in class technical and business services.
• A strong background in managing, motivating, monitoring and improving performance of contractors and suppliers.
• Proven capability of working with, briefing and influencing senior members of leadership teams, building deep, effective relationships combined with an understanding of organisational politics. An ability to use these to socialise and influence stakeholders.
• Ability to manage the natural tensions between customer, commercial and technical requirements.
• Demonstrable experience of bringing industry best practice into an organisation and using this to drive continuous improvement and an understanding of how to lead and manage high performance teams.

Nice to have:

• Prior management of remotely located, cross-functional teams.
• Strong safety/quality/compliance knowledge of mobile or fixed network technologies.
• Experience of working in or with a JV organisation.

MBNL deliver the mobile infrastructure that enables digital Britain. This is achieved by providing Transmission, Infrastructure Deployment and Operational Services to EE/BT and Three.

The Operational Services directorate is accountable for delivering the operation and management of the active network infrastructure, proactively managing all stages of the shared transmission network as well as delivering service transformation to enable EE/BT and Three to deliver their best customer experiences.

MBNL - building strength through inclusion.

At MBNL we embrace equality, diversity and inclusion. People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish. By fostering an inclusive environment, we are championing each other's uniqueness. Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers.

We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.

MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.

Project People is acting as an Employment Agency in relation to this vacancy.