Service Design & Transformation Manager

Service Design & Transformation ManagerContract - 6 monthsReading (Hybrid - 2 days per week in the office) Design services. Deliver change. Enable better network outcomesWe’re looking for a Service Design & Transformation Manager to join MBNL’s Operational Services team, playing a key role in shaping and delivering changes to the Shared Operations service that supports the UK mobile networks of EE/BT and Three. This is an opportunity to work at the heart of a complex operational environment, translating evolving business requirements into practical, scalable service designs that improve network performance, operational effectiveness, and customer outcomes What you’ll be doingDesigning and implementing changes to operational services and service modelsWorking closely with stakeholders across MBNL, EE/BT, and Three to define future service requirementsLeading service transformation initiatives from design through to implementationIdentifying process, operating model, and system changes required to support new servicesSupporting the transition of services into business-as-usual operationsDriving continuous improvement and ensuring service designs are measurable, effective, and operationally viable

What we’re looking for:Strong understanding of ITIL v4 and service management principlesExperience in telecoms, infrastructure, utilities, or operational service environmentsKnowledge of end-to-end service delivery, operational processes, and service performance managementStrong stakeholder engagement and influencing skills, including senior leadershipengagementExperience defining service KPIs and driving service improvement initiativesA proven track record of delivering change and embedding best practice Nice to haveExperience within safety, quality, compliance, or regulated environmentExposure to joint ventures or multi-stakeholder organisations If you’re passionate about service transformation, operational excellence, and delivering meaningful change in a complex environment, we’d love to hear fromyou.