Service Operations Executive


Job Number: 19690

Location: Acton Support Centre (123)

Contract: Full Time / Permanent



We’re iD Mobile, the UK’s fastest growing postpay mobile (MVNO) network ever. We launched in 2015, and already have over 600,000 postpay customers. We’re pretty sure our early success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.


As a part of the Service Operations team, a Service Operations Executive is responsible for the performance of the MVNOs key services and its relationship with third party service providers. The team will cover 24/7 On-Call Incident management and the role will require evening and weekend cover. This role will also Vendor Manage key strategic partners along with interactions with multiple suppliers. The Service Operations team’s key objective is to run the MVNO with minimal service impact, running any incidents and tracking problem to resolution, whilst also ensuring a consistent customer experience.


You Will:


  • Manage Incidents aside the rest of the Service Operations teams, working quickly with key internal and external partners to restore any key services during outages across different technologies
  • Cover on a 24/7 365 Rota basis to support out of hours incidents and critical business impacts
  • Co-ordinating communications and updates during outages, liaising with key senior stakeholders and keeping them informed of impacts and resolution action
  • Managing the RCA process through to closure
  • Tracking and closing off problems, ensuring problem updates and fixes are delivered in an efficient manner
  • Managing known errors and documentation around root causes & workarounds
  • Work on key strategic projects and initiatives, supporting the wider MVNO team with decision making and execution of exciting changes and innovative technology rollouts
  • Support CAB (change authorisation board) in review/government of changes to MVNO infrastructure and process
  • Vendor manage key suppliers and service partners, working through service improvement plans and identifying opportunities for improvements
  • Tracking performance and using Continuous Improvement methodologies to support improvements in processes and customer experience
  • Review Service Level adherence across internal and external services


You Need:


  • Recent experience working within Service Management or Service delivery in in a MVNO/ Retail/ IT environment
  • Ability to work to short, medium and long-term deadlines as well as being able to react quickly and change priorities to meet business or industry demands
  • Good understanding of project management/ delivery methodologies, office IT products (Office), and experience using ServiceDesk tools
  • Understanding of Mobile Telecoms processes (Porting, Rating, billing, provisioning, disconnections)
  • ITIL based service management understanding/ experience


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.


It’s an exciting time to join us and find yourself a place in our growing success story, apply now.