Senior Service Design and Transition Manager

Job ID





Senior Service Design and Transition Manager


Hybrid working 

The Role:

MBNL are seeking a Senior Service Design and Transition Manager to proactively manage all aspects of Service Design and Transition. 

The Senior Service Design and Transition Manager will own and relentlessly manage the delivery of Service Design and Transition services by the supplier ecosystem and MBNL teams to achieve agreed business outcomes and performance targets set by EE/BT, Three and the MBNL Board.

What you can expect to be doing:

  • This role is delivered by managing a virtual team of representatives from the TNS Service Operations and Assurance Teams, and assuring this work as a service from the supplier 
  • Responsible for managing new demand for the Operations services, as well as requirements for Service Retirement, by representing Operations management team in the MBNL "Front Door Process".  
  • Responsible for the assurance and proactive improvement of supplier obligations and any associated KPIs, for Service Design, Demand and Capacity Management, Service and Product Introduction, SOM Management
  • Responsible for managing the MBNL Service Catalogue and ensure this is updated with any changes or new services which MBNL conduct. 
  • Demand and Capacity Management of TNS Service Operations & Assurance Teams. Ensure dimensioning to deliver on obligations is measured and assessed, support Head of Service Assurance with any justification for additional requirements
  • Responsible for working with stakeholders to define, document and agree operational requirements for new or modified services, documented within service design packages
  • Responsible for understanding and tracking dependencies across the wider MBNL organisation, including other third-party contracts
  • Responsible for translating any requirements or aspirations from Shareholders via TNS Service Delivery Teams, and incorporate into the Service roadmap
  • Responsible for owning and maintaining Service Transition policies, process and procedures in line with best practice ITILv4. 
  • Responsible for assuring the Service Design package to be delivered as part of the OR process
  • Responsible for ensuring any required Early Life Support criteria is defined for any new Service, and track any criteria for acceptance into full support is all met prior to sign off
  • Identify Network and Business Risks from the function, and raise into appropriate forum. 


What we are looking for:

  • ITILv3 or v4 Practitioner/Managing Professional certified (or equivalent)
  • Detailed knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services 
  • Strong experience of establishing, developing and leading an operations function to achieve agreed business outcomes, performance targets and industry benchmarks. 
  • Strong experience of managing, motivating, monitoring and improving performance of contractors and suppliers.
  • Strong experience of building deep, effective relationships and an understanding of organisational politics.  An ability to use these to socialise and influence stakeholders.
  • Experience of working with, briefing and influencing senior members of leadership teams.
  • Experience of managing the natural tensions between customer, commercial and technical requirements.
  • Experience of bringing industry best practice into an organisation and using this to drive continuous improvement and an understanding of how to lead and manage high performance teams

MBNL – building strength through inclusion

At MBNL we embrace equality, diversity and inclusion.  People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish.  By fostering an inclusive environment, we are championing each other’s uniqueness. 

Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers.

We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.

MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.


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