SMB Service Improvement Manager

  • Location

    United Kingdom

  • Sector:


  • Salary:

    Competitive salary

  • Published:

    5 months ago

  • Expiry date:


  • Client:



We are O2, the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. We put our 25 million UK customers at the heart of everything we do, so we can use our technology to connect them to the experiences they live for.

And just like our customers, we open up exciting possibilities for our employees too. Great benefits. Generous rewards. High-quality training. Ongoing career development. These are just some of the reasons to join us.

We’re always on the lookout for great talent, and we’re all about inclusivity. We want to be a true reflection of our customers and their communities, to help us make the best decisions. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.

Location(s): Flexible

About the team?

O2’s Small & Medium Business (SMB) is a fast paced and complex Channel delivering a range of Mobile and Digital solutions to existing and new customers through Direct and Indirect Sales Channels.

The SMB Sales Enablement Team’s role is to drive growth, value and NPS through Operational Excellence and Process Improvement

About the role?

The role of the Service Improvement Manager is to ensure the effectiveness of the SMB Service model so that our Sales teams (Direct and Indirect) can focus on their core role of driving Value and Growth and improving NPS

Key Responsibilities:

  • Support SMB Sales teams focus on their core role; define the Sales Lifecycle RACI; identification, streamlining and re-homing of non-value add activities currently carried out by Sales teams

  • Ensure the effectiveness of the SMB Operating model / RACI, with specific focus on removal/automation of non-value add functions to drive growth, value and NPS

  • Accountable for delivery of a pro-active and self-sufficient Operational support from functions such as Delivery, Service Management, IT, Supply Chain and Networks; define and track critical KPIs; create Service Development Plans (SDPs) and Service Improvement Plans (SIPs) accordingly. Create a culture of Continuous Service Improvement in SMB

  • Identify Sales Opportunities and Risks to 3 Year Plan via Customer and Partner feedback, internal and external demands, ensure that Operational developments are aligned to SMB strategy and KPIs

  • Operational owner for wider TUK initiatives (Product, Regulatory etc.), ensuring SMB requirements are understood and fit for purpose

  • Maintain internal Communication and feedback with critical Stakeholders as required, i.e. SLT/WLT, TUK Sales, SMB Marketing, Finance, CEX, Service, AO2, SMB Partners

What we need from you:

  • Demonstrated competency in strategic thinking that results Growth/Value/NPS improvements

  • Demonstrable record of delivery of tangible results through Service Improvement methodology

  • Commercially aware and Customer focused ensuring that results align to SMB strategy

  • Comfortable with complexity, ambiguity & explaining complex issues in a simple way

  • Comfortable at Board and C-Level and able to facilitate discussions and decision making with these types of stakeholders (Direct and Indirect)

  • Tenacity and stamina to relentlessly support and drive challenging situations into better outcomes

  • Qualifications/knowledge of methodologies such as ITIL, Lean Six Sigma desirable

Salary and benefits:

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.