Operational Performance Manager - 18 month FTC

18 Month FTC

As an Operational Performance Manager within our Technology Service and Operations team, you’ll play a critical role in shaping and driving the performance of our managed service partners. Acting as a key link between internal teams and external suppliers, you’ll ensure delivery aligns with our operational goals, contractual commitments and customer expectations.

This is a highly visible role where you’ll lead governance, manage escalations, and drive accountability across complex partner ecosystems. You’ll use data, insight and strong stakeholder relationships to identify improvement opportunities and deliver better service outcomes, all whilst fostering a collaborative one team culture.

Who we are At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage.

We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other.

We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places. You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working
We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity.
To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days.
What matters is making those moments count – so when we come together, it benefits everyone.

Accessible, inclusive and equitable for all

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business.
Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.
When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one. The must haves

• Experience/expertise of supporting fixed voice TDM architecture and services for business and consumer customers.
• Strong experience in managed services, supplier or partner management, or service governance
• Proven ability to manage complex operational relationships across internal and external stakeholders
• Experience working with performance frameworks including KPIs, SLAs and service reporting
• Demonstrated ability to balance collaboration with accountability

The other stuff we are looking for

• Experience driving continuous service improvement initiatives
• Strong communication and influencing skills across multiple levels
• Ability to lead operational governance forums and manage escalations effectively
• Experience supporting audit, assurance or compliance activities
• A collaborative approach with a focus on building strong working relationships

What's in it for you We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.And there’s more.
Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond Next steps If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment.
We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen.We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later.
If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check. LI-SE1