Vodafone Three - Operational Incident Manager

Location: Stoke on Trent + 4 days onsite 1 day WFH
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week - Mon to Fri + On Call

*Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our 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 you to come into the office 4 days each week.

Who We Are

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.

Why VodafoneThree

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 a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What you'll do

You'll lead the Operational Incident Team within Channel Operations, playing a critical role in keeping our Consumer Operations running smoothly. In this fast paced, high impact role, you'll provide confident operational leadership, ensuring incidents are managed effectively, services remain available, and our people have what they need to deliver for customers. Acting as the channel lead during major incidents, you'll bring clarity, pace, and strong decision making when it matters most, while working closely with internal and external partners to continuously improve operational service delivery.

• Leading day to day operational support, including oversight of the monitoring centre and live operational performance.
• Managing incidents that impact Consumer Operations and the services we provide, ensuring issues are handled swiftly and effectively end to end.
• Ensuring Business Continuity plans are in place, well understood, and activated when required to protect continuity of trade.
• Guaranteeing accurate, timely, and right first time system access and setup for colleagues across the operation.
• Acting as the principal representative for all Channels during major incidents, coordinating actions, communications, and decision making across operational teams and senior stakeholders.
• Providing clear direction, timely escalations, and regular updates that safeguard customer experience and operational performance.
• Owning key service relationships as the Service Action Owner, working closely with third party suppliers, IT and Fixed Line partners, offshore back office teams, and wider operational stakeholders.
• Ensuring service availability meets agreed SLAs, leading service reviews, and driving continuous improvement across operational service delivery.

Who you are

• You have a strong understanding of the information systems used in frontline environments and how they support day to day operations.
• You're comfortable monitoring performance, spotting issues early, and taking the lead when outages or incidents occur.
• You have experience leading people and enjoy supporting, coaching, and guiding others.
• You're confident presenting information and answering questions with clarity, whether you're speaking with colleagues, managers, senior leaders, or customers.
• You're highly organised, with strong planning skills that help you stay in control, even when priorities are shifting.
• You build trusted relationships with senior stakeholders, using clear communication and effective negotiation to get the right outcomes.
• You stay calm under pressure, able to make sound decisions and deliver results to tight timescales.
• You're naturally analytical, able to break down problems, gather the right data, understand the facts, and drive issues through to resolution.

Worried that you don't meet all the desired criteria exactly?

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

We care about our people's success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need to Know

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, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website ( https://careers.vodafone.com/uk/applying-to-us/ ) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

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.

#VodafoneThree #LI-Hybrid