Service Delivery Lead - Middleware

Fixed Term Contract - 9 Months

We have an exciting new opportunity for a Service Delivery Lead - Middleware to support high-quality technical service delivery across the business!

As a key liaison between internal teams and external service providers, you'll play a pivotal role in maintaining service performance and customer satisfaction. Focusing on operational excellence, you will manage relationships with third-party service delivery vendors effectively, ensuring contractual obligations are met.

You'll be working closely with internal teams and external partners to make sure services are efficient, consistent, and continuously improving. If you’re someone who enjoys solving problems, building strong relationships, and driving results, this is a great opportunity to make a real impact in a dynamic environment.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

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 each month connecting 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 - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience:

• Previous demonstrable experience in a similar service delivery role with proven expertise in middleware integration platforms and digital front end services
• A strong understanding of digital platforms & principles including customer self-service, ecommerce, web and mobile architectures and cloud hosting (AWS/Azure and GCP)
• Experience working in environments that operate CI/CD pipelines and project management
• Strong knowledge of ITIL and service management, with experience in incident resolution, SLA monitoring, and service reporting
• Experience working with MicroStrategy, Helix, Remedy, and Clarity or similar tools to support service management and reporting

The other stuff we are looking for

We'd also love you to bring:

• Experience managing stakeholders with an ecommerce interest
• Experience bringing together teams with different operating models into a single unified model
• A working experience within online environments such as online shops, self-service and digital journeys
• Proven technical understanding of IT systems and infrastructure, with the ability to explain complex concepts to non-technical stakeholders
• Proficiency using data and systems to monitor performance, track incidents, and drive informed decision-making

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based assessment.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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