At a Glance
- Tasks: Lead governance and manage escalations for our managed service partners.
- Company: Join Virgin Media O₂, a diverse and inclusive employer.
- Benefits: Enjoy Bupa healthcare, generous holiday, and perks like electric vehicle lease options.
- Other info: Work in vibrant cities like Birmingham, Leeds, London, Manchester, or Reading.
- Why this job: Shape operational performance and drive real change in a collaborative environment.
- Qualifications: Experience in managed services and strong stakeholder management skills required.
The predicted salary is between 50000 - 60000 £ per year.
As an Operational Performance Manager within our Technology Service and Operations team you’ll play a critical role in shaping and driving the performance of our managed service partners. Acting as a key link between internal teams and external suppliers, you’ll ensure delivery aligns with our operational goals, contractual commitments and customer expectations. This is a highly visible role where you’ll lead governance, manage escalations, and drive accountability across complex partner ecosystems. You’ll use data, insight and strong stakeholder relationships to identify improvement opportunities and deliver better service outcomes, all whilst fostering a collaborative one team culture.
Location: Birmingham, Leeds, London, Manchester, Reading
Contract Duration: 18 Month FTC
Responsibilities
- Lead governance for managed service partners.
- Manage escalations and drive accountability across partner ecosystems.
- Use data and insights to identify improvement opportunities and deliver better service outcomes.
- Foster a collaborative one‑team culture.
Key Qualifications – Must Have
- Experience/expertise of supporting fixed voice TDM architecture and services for business and consumer customers.
- Strong experience in managed services, supplier or partner management, or service governance.
- Proven ability to manage complex operational relationships across internal and external stakeholders.
- Experience working with performance frameworks including KPIs, SLAs and service reporting.
- Demonstrated ability to balance collaboration with accountability.
Additional Desired Skills
- Experience driving continuous service improvement initiatives.
- Strong communication and influencing skills across multiple levels.
- Ability to lead operational governance forums and manage escalations effectively.
- Experience supporting audit, assurance or compliance activities.
- A collaborative approach with a focus on building strong working relationships.
Benefits
We offer Bupa healthcare, wellbeing support, life cover, pension and generous holiday—including a birthday off. Additional perks include optional electric vehicle lease, Cycle2Work, dental insurance, neurodiversity assessments, discounts on broadband, TV and mobile, access to Virgin Family platform and O₂ Priority app with exclusive rewards and events.
Equal Opportunity Statement
Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want everyone to feel seen, heard and supported.
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