At a Glance
- Tasks: Lead a talented team to deliver exceptional service experiences for O2 Business customers.
- Company: Join Virgin Media O₂, an inclusive employer committed to diversity.
- Benefits: Comprehensive rewards package supporting you and your loved ones.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by fostering a culture of continuous improvement and collaboration.
- Qualifications: Proven experience in IT and managing customer-facing Service Management teams.
The predicted salary is between 60000 - 80000 £ per year.
This job is with Virgin Media O₂, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
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 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 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. #LI-DS1
Service Management Team Lead-O2 Business employer: Virgin Media O₂
At Virgin Media O₂, we pride ourselves on being an inclusive employer that values diversity and fosters a collaborative work culture. As an Operational Performance Manager, you'll benefit from our flexible-first approach, extensive employee support networks, and opportunities for professional growth, all while contributing to innovative connectivity solutions in a dynamic environment. With competitive benefits including healthcare, generous holiday, and unique perks, you'll find a rewarding workplace that truly cares about your well-being and development.
