Service Improvement Manager

Role overview:

Service Improvement Manager

London

Currys London Campus at Waterloo / Hybrid Working

6 months Fixed Term Contract or Secondment

Full Time

Grade 4

At iD Mobile, one of the UK’s leading mobile virtual network operators, we’re passionate about delivering great value, innovative mobile solutions, and exceptional customer experiences to over 1.5 million customers. Since launching in 2015, we’ve grown rapidly through our range of feature-packed plans and latest smartphone offerings. As a dynamic and ambitious business backed by Currys plc, Europe’s leading electrical and mobile retailer, we combine the energy and innovation of a fast-growing brand with the stability and support of a well-established organisation, making iD Mobile an exciting place to build your career.

As Service Improvement Manager, you’ll play a key role in driving operational excellence across iD Mobile’s technology, supplier and business service landscape. Working within a fast-paced MVNO environment, you’ll identify and deliver improvements that enhance service quality, increase efficiency and reduce operational costs. Combining strong service management expertise with a commercial and analytical mindset, you’ll lead initiatives that optimise supplier performance, streamline processes and unlock automation opportunities across both technology platforms and business operations.

This 6-month fixed-term opportunity offers the chance to make an immediate and measurable impact on the performance and future success of iD Mobile.

Role overview:

As part of this role, you’ll be responsible for:

• Leading supplier service improvement initiatives, driving performance enhancements through structured improvement plans, root cause analysis and measurable outcomes.
• Driving end-to-end process improvement across operational and service delivery functions, identifying efficiencies, reducing failure points and embedding best-practice processes to enhance service quality and cost performance.
• Identifying and delivering automation opportunities across technology and business operations, improving efficiency, reducing risk and enhancing service performance through innovative tools and processes.
• Leading service assurance and performance improvement, using data-driven insights and cross-functional collaboration to enhance service quality, availability and operational delivery.

You will need:

• Significant experience in Service Delivery, Service Assurance or Service Improvement within Telecoms or Technology environments, with strong knowledge of MVNO operations, supplier management and ITIL service management principles.
• Strong track record of driving supplier performance improvements through strong governance, stakeholder management and continuous improvement programmes.
• Proven experience leading end-to-end process reviews and delivering optimisation initiatives that improve efficiency, service quality and operational performance.
• Experience identifying and delivering automation opportunities within operational or IT environments, with knowledge of modern automation, workflow and process optimisation tools.

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus.
• Competitive pension scheme.
• Product discounts on the latest tech.
• A range of wellbeing initiatives.
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork) with an expectation to meet in person 2-4 times per month.

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.