Service Operations Manager

We have an opportunity for a Service Operations Manager to oversee the day-to-day performance of our outsourced logistics partner, supporting warehousing operations across both our fixed and mobile networks. This role requires a full UK drivers license as you will be needed on site at our Wellingborough distribution centre twice a week, the rest of the time you can work from home. 

You’ll work closely with teams across supply chain, finance, procurement, marketing, and customer experience, ensuring our partner meets agreed targets and delivers a best-in-class service. You’ll play a key role in driving operational improvements, ensuring robust governance, and finding opportunities to improve service and reduce costs — all while contributing to an exceptional experience for our customers.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. 

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. 

Together, we are Virgin Media O2, and we can't wait to see what you can do. 

Accessible, inclusive and equitable for all 

Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us. 

In order to be considered, you must have the following experience;

• Proven experience managing outsourced logistics or supply chain partners, with a strong focus on service delivery, meeting SLAs/critical metrics, and operational performance management. 
• Demonstrable track record of investigating and resolving service issues, handling escalations and high-level complaints. Capable of coordinating service solutions and ensuring performance improvement plans are implemented.
• Strong financial acumen, including previous success with budget management, cost control, invoice reconciliation, and stock/cash reporting processes. 
• Effective stakeholder management, with prove ability to build collaborative relationships, lead operational reviews, and engage confidently with internal teams and external partners. 
• A continuous improvement approach, with a consistent record of identifying process efficiencies, supporting change initiatives, and delivering cost savings without compromising service. 
• Previous experience interpreting complex data sets, analysing trends, and acting on insights to drive operational improvements.

We'd also love you to bring;

• Experience using Microsoft Visio would be advantageous

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

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. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager.

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. 

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.