Problem & CI Manager

The Operational Services directorate is responsible for ensuring network site accessibility and availability. It manages the operation, enablement, and management of network infrastructure to enable EE/BT and Three to deliver excellent customer experiences at minimal cost.

Reporting to the Senior Problem & CI Manager, this role will proactively manage all aspects of Problem Management & CI using industry best practices to identify and resolve root causes of Incidents and Events, preventing recurrence through strong cross-functional collaboration.This is a hybrid role requiring a minimum of two days per week in our Central Reading office.

Key Responsibilities:

• Own and manage the delivery of Problem Management & CI by MBNL's partners to achieve business outcomes and targets set by EE/BT, Three, and the MBNL Board.
• Continuously improve methodologies, processes, systems, controls, capabilities, and relationships to deliver a best-in-class operational service.
• Collaborate with peer teams in the supplier ecosystem, EE/BT, Three, and MBNL to create a high-performing, service-oriented organization.
• Identify, prioritize, and progress problem investigations to resolution proactively.
• Ensure supplier outcomes align with agreed targets.
• Identify operational and business risks and escalate appropriately.
• Coordinate with Incident and Change Management to ensure quality inputs into problem management.
• Implement improvement initiatives to enhance service effectiveness and network resilience and performance.

Desired Skills and Experience:

• Strong communication skills suitable for Director/C-Suite interactions.
• Deep Telco infrastructure experience in an operational role.
• Experience building effective relationships and influencing stakeholders within organizational politics.
• Proven track record of implementing industry best practices.
• Technical understanding of mobile telecommunications networks and infrastructure.
• Ability to work under pressure in a highly demanding environment.
• Strong knowledge of methodologies, processes, and capabilities for delivering top-tier technical and business services.

Desirable:

• Experience managing and working collaboratively with remote, cross-functional teams.
• Experience working in or with a JV organization.

About MBNL:

At MBNL, we value inclusion, diversity, and equality. We strive to create an environment where everyone can thrive, fostering innovation through diverse perspectives. We offer flexible working arrangements to support your career and personal priorities. MBNL is proud to hold the Armed Forces Covenant Gold Award and be Disability Confident accredited.