VodafoneThree - Service Transformation Lead

This job is with VodafoneThree, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Location: London OR Newbury + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working hours: Full time 37.5 hours per week - Monday to Friday

Hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

We're here to build a network the UK can count on - one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online - we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future's being built - today.

We're creating more than the UK's best network. We're helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. Whoever you are and whatever your story, there's space for you here. We're building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You'll join a team that genuinely cares - about each other, about our customers, and about the future we're building. From day one, you'll be welcomed, valued and encouraged to bring your whole self to work.

Join us and you'll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. We're not just expanding connectivity; we're reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You'll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you'll be helping to build a future that works better for everyone. We move at pace, because what we're building matters - and we're learning as we go. We're proud of the progress we've made, but we're just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations - from small, local businesses to multi-national corporations - unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What you'll do:

• You'll play a pivotal role in shaping the future of one of the UK's most exciting transformation journeys.
• Lead the design and delivery of service transformation initiatives that improve efficiency, elevate customer experience, and drive meaningful cost outcomes.
• Work across multiple teams and senior stakeholders, turning strategy into action and embedding scalable, digital-first service models that make a real impact.
• Lead the development and implementation of the Service Operations Target Operating Model.
• Deliver transformation initiatives aligned to Business Operations and Vodafone Business strategy.
• Drive adoption of automation, digital channels, and AI-powered service capabilities.
• Identify opportunities to reduce avoidable demand through smarter processes and improved customer journeys.
• Define future-ready service delivery models across in-house and partner (BPO) environments.
• Collaborate with cross-functional teams including Service Operations, CX, Product, Technology, and Business Enablement.
• Translate strategy into structured delivery plans with clear milestones and measurable outcomes.
• Track and deliver improvements in cost, efficiency, and service performance.
• Engage and influence senior stakeholders, ensuring alignment and momentum across initiatives.
• Proactively manage risks and dependencies to keep complex programmes on track.

Who you are:

• Significant experience leading service or operating model transformation in telecoms, technology, or a similarly complex industry.
• Strong understanding of customer service operations, including contact centres, digital channels, and partner delivery models.
• Successfully delivered automation and digital transformation initiatives (e.g. AI, workflow automation, self-service).
• Strong commercial awareness and can link operational improvements to business performance outcomes.
• Confident influencing and engaging senior stakeholders across multiple functions.
• Experience managing complex programmes with multiple dependencies and delivery partners.
• Structured thinker with strong analytical and problem-solving skills.
• Understanding of industry trends and dynamics, with consulting experience as a plus.

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer:

• Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work.
• Personalised benefits for you and your family, like discounts, vouchers, a pension plan and loads more.
• Career development through amazing learning tools and top-notch parental leave policies.

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. During the interview, we want you to rely on your own knowledge and skills to show us who you really are - your personality, creativity, and abilities. Above all, we're looking for authenticity and can't wait to get to know the real you.