Turn data into insight. Hold suppliers to account. Raise the bar for service performance.
This role sits at the heart of how service performance is governed, assured, and improved across MBNL’s entire supplier ecosystem. As Service Performance Specialist, you’ll work closely with the Service Performance Assurance Manager to ensure suppliers consistently deliver against contractual obligations, SLAs, and customer expectations.
You’ll be both a trusted partner and a firm challenger—using data, insight, and strong governance to drive transparency, accountability, and continuous improvement across one of the UK’s most complex infrastructure environments.
Why this role matters
Without strong service performance assurance, supplier interlocks fail, risks go unseen, and customers feel the impact. This role ensures MBNL’s joint venture principles are upheld—protecting value for shareholders while continuously improving service for end users.
You’ll play a critical role in shaping how performance is measured, challenged, and improved, acting as both guardian and catalyst for a high-performing, service-led organisation. This is a hybrid role with a minimum of 2 days per week in our Central Reading office as well as occasional supplier and site visits.
What you’ll be here to do:
You’ll operate as a central force for performance assurance—connecting suppliers, shareholders, and internal teams around shared outcomes. You’ll:
Service Performance Assurance
- Monitor and assure supplier performance across Operational Services, ensuring compliance with SLAs, governance standards, and contractual obligations.
- Validate supplier KPI performance, including assessing mitigation or adjustment requests against contractual criteria.
- Ensure underperformance or adverse trends are clearly evidenced, understood, and escalated into the right governance forums.
- Act as a key point of contact for service performance issues and deputise for the Service Performance Assurance Manager when required.
Insight, Risk & Continuous Improvement
- Use data analysis, shareholder feedback, and industry insight to identify performance trends, risks, and improvement opportunities.
- Highlight network and business risks, ensuring they are visible to leadership and appropriately managed.
- Influence supplier behaviours through evidence-based insight—driving better every day, not just reporting yesterday’s performance.
Governance & Stakeholder Engagement
- Facilitate governance forums, reporting, and communications, ensuring transparency and accountability.
- Work closely with our shareholders (EE/BT and Three) to manage interdependencies between Foundation and Unilateral work packages and their impact on service KPIs.
- Support senior leaders in projects, workshops, and technical discussions where KPIs under MBNL accountability are impacted.
Data Quality & Performance Reporting
- Work cross-functionally to validate the quality, integrity, and narrative behind supplier reporting.
- Ensure impacts, trends, gaps, and root causes are accurately represented and evidenced.
- Partner with shareholders to assess supplier performance and manage mitigation requests.
Who we’re looking for:
You’ll be a confident performance and supplier leader with deep operational credibility and a collaborative mindset. You’ll have:
- A strong understanding of mobile telecommunications system architecture.
- Extensive experience in supplier management and operational telecoms or infrastructure maintenance.
- Proven experience working in customer-facing, managed service environments.
- Deep knowledge of service performance measurement, KPI frameworks, SLA validation, and mitigation governance.
If you also have the following, we’re especially interested in talking to you:
- ITIL qualification.
- Data or project management background.
- Strong experience in data analysis, reporting, and presenting to senior stakeholders.
- Up-to-date market knowledge of OSS / Network Management tools and how they can enhance performance.
If you believe in purposeful collaboration, build trust through evidence, and want to drive change at scale across a complex supplier landscape, this role offers real influence and long-term impact.