Drive service performance. Deliver insight. Enable continuous improvement.

The Service Performance & Insight Specialist plays a key role within MBNL’s Operational Services Directorate, supporting the assurance and continuous improvement of service performance across MBNL’s supplier ecosystem. Working closely with suppliers, shareholders, and internal stakeholders, the role provides performance insight, governance support, and data-driven recommendations that help ensure operational services are delivered in line with contractual commitments, service levels, and business expectations.

Why this role matters:

Network performance and customer experience depend on effective supplier management, robust service assurance, and timely performance insight. This role helps ensure that supplier performance is measured accurately, risks are identified early, and improvement opportunities are translated into tangible business outcomes. By combining analysis, governance, and stakeholder engagement, the role supports MBNL’s ambition to deliver a consistently high-performing operational service. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.

What you’ll be here to do:

• Monitor and assure supplier performance against SLAs, KPIs, contractual obligations, and industry benchmarks

• Validate supplier KPI reporting and review requests for performance adjustments or mitigations

• Analyse service data, trends, and stakeholder feedback to identify improvement opportunities and performance risks

• Support governance forums, service reviews, reporting, and communications activities

• Work with suppliers to drive accountability, service improvement, and operational excellence

• Identify and escalate network and business risks through appropriate governance channels

• Validate the accuracy, integrity, and quality of supplier reporting and service management data

• Collaborate with shareholder teams to manage service impacts, dependencies, and mitigation activities

• Support performance-related projects, workshops, and operational initiatives

• Deputise for the Service Performance Assurance Manager when required

Who we’re looking for:

• Strong understanding of mobile telecommunications network architecture and services

• Experience managing supplier performance within telecommunications, infrastructure, or managed service environments

• Experience working within complex multi-supplier or joint venture environments

• Strong understanding of service performance management, KPIs, SLAs, and customer experience measures

• Experience validating service performance and supporting mitigation governance activities

• Strong analytical skills with the ability to interpret data and identify performance trends

• Excellent stakeholder management, communication, and influencing skills

• Ability to deliver outcomes through collaboration and relationship management rather than direct authority

If you also have the following, we’d especially like to hear from you:

• ITIL qualification

• Data analytics, reporting, project management, or performance management qualifications

• Experience presenting service insights and performance reporting to senior stakeholders

• Knowledge of Network Management and OSS tools and their application in improving service performance

• Experience working in operational telecommunications or infrastructure maintenance environments