Job Description

Summary

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Location

Birmingham, Leeds, Manchester, Peterborough, Sheffield

Job Family

B2B

Job Type

Full Time

Posted Date

14-Sep-2026

We're looking for an experienced Service Delivery Manager to join our team on a 12-month fixed-term contract. This is a high-profile role where you'll work closely with senior stakeholders across VMO2 and O2 Business, driving operational excellence, improving service performance, and ensuring key wholesale commitments are delivered.

Acting as the voice of the customer, you'll lead service reviews, manage escalations, influence stakeholders, and shape future service models as we transition beyond TSA arrangements into a long-term customer-supplier relationship.

This is an excellent opportunity for someone who thrives on collaboration, continuous improvement, and delivering exceptional customer outcomes in a complex operational environment.

What you'll be doing

• Partnering with the Head of Service Operations to deliver service excellence and meet wholesale service commitments.
• Leading Operational Business Reviews, ensuring robust governance, reporting, and performance management.
• Acting as a key contact for operational stakeholders, resolving escalations and driving service improvements.
• Collaborating with VMO2 and O2 Business teams to optimise processes and enhance customer experience.
• Monitoring service performance, identifying risks and opportunities, and driving corrective action where required.
• Building strong relationships across teams to ensure alignment on operational, governance, and contractual objectives.
• Developing a deep understanding of WSA and TSA dependencies and their impact on wholesale operations.
• Designing and embedding future-state processes with clear ownership, accountability, and performance measures.
• Supporting the transition from legacy TSA-driven ways of working to sustainable long-term service models.
• Championing the customer perspective in service design, operational decision-making, and issue resolution.

Who we are

At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage.

We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.

Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places. 

You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.

That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone.

Accessible, inclusive and equitable for all 

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business.

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.

When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one.

The must haves

In order to be considered for the role you must have the following skills:

• Substantial experience in a service delivery management role within a complex, customer‑focused environment, with accountability for managing critical services and operational performance
• Demonstrable experience in a role building credibility and influencing senior stakeholders across multiple functions, acting as the recognised operational lead and point of escalation for service-related matters.
• Proven ability to understand and assess end‑to‑end service processes, with evidence of identifying issues and proposing high‑level improvements across multiple functions
• Demonstrable track record solving complex problems by combining strategic analysis with practical, operational decision‑making.
• Proven ability to communicate complex operational needs clearly and effectively translate them into future‑ready processes

The other stuff we are looking for

We'd also love it if you could bring:

• Experience within telecoms, technology, or a large-scale operational environment.

What's in it for you

We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.

And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.

Next steps

If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment.

We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen.

We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later. If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check.

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