Senior Network, Service & Supplier Performance Manager

The Operational Services directorate is accountable for ensuring the network sites are always accessible and available. It undertakes the operation, enablement, and management of the network infrastructure to enable EE/BT and Three to deliver their best customer experiences at the lowest cost. Reporting to the Head of Service Operations, this leadership role will oversee and proactively manage all aspects of Network, Service and Supplier Performance on behalf of the Head of Service Operations. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you will do:

• Manage the proactive identification of events on the network and passive infrastructure that provide an early indication of actual or potential service degradation before an incident occurs.
• Ensure the managed service supplier and future Inspection and Maintenance suppliers deliver the outcomes required to manage the passive infrastructure to achieve business outcomes & targets.
• Manage performance against contractual obligations, maintaining governance and control points.
• Be accountable for ensuring the end-to-end service delivery is governed with interlocks / handoffs between suppliers effectively managed and service levels and associated KPIs are tracked and assured to assess and improve performance.
• Proactively manage the performance of active assets retained by MBNL including removing obstructions to the shared transmission network and managing passive assets that underpin the shareholders active assets.
• Identify opportunities for Continuous Improvement in Network Performance services for which MBNL are accountable and raise business risks to the appropriate forums.
• Be an active member of the Leadership Team, create, deliver and embed change initiatives that positively drive performance and engagement.
• Lead, coach & support the development of the network, service and supplier performance team.

What we are looking for:

• Proven experience of establishing, developing and leading an operations function to achieve agreed business outcomes, performance targets and industry benchmarks.
• Technical understanding of end-to-end mobile architecture.
• A track record of managing, motivating, monitoring and improving performance of contractors and suppliers.
• Demonstrable experience of building deep, effective relationships and an understanding of organisational politics. An ability to use these to socialise and influence stakeholders.
• Experience of working with, briefing and influencing senior members of leadership teams.
• Ability to manage the natural tensions between customer, commercial and technical requirements.
• Able to bring industry best practice into an organisation and use this to drive continuous improvement and an understanding of how to lead and manage high performance teams.

Nice to have:

• Experience of managing remotely located suppliers and cross-functional teams.
• Strong safety, quality and compliance knowledge of mobile or fixed network technologies.
• Deep knowledge of RAN & Tx Architecture, standards & regulations.
• Experience of working in or with a JV organisation.

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.