Service Specialist, Business

MBNL keeps the UK’s shared mobile network running, and this role sits right at the centre of how we govern, challenge, and improve service performance across our supplier ecosystem. As a Service Performance Specialist, you’ll turn data into insight, hold suppliers to account, and help raise the bar for how critical services are delivered.

The Service Performance Specialist will work closely with the Service Performance Assurance Manager to ensure suppliers meet their contractual obligations, SLAs, and performance expectations. This means using evidence, strong governance, and clear communication to drive transparency, accountability, and continuous improvement across one of the UK’s most complex infrastructure environments.

• Analyse service performance data and identify risks, gaps, and trends
• Validate supplier performance against SLAs and contractual commitments
• Challenge underperformance and support improvement actions
• Provide clear, evidence‑based insight to senior stakeholders
• Strengthen governance, reporting, and assurance processes
• Visit suppliers and sites when needed to understand real‑world performance

• Strong understanding of mobile telecoms system architecture
• Experience in supplier management and operational telecoms or infrastructure maintenance
• Background in managed service environments and customer‑focused operations
• Deep knowledge of KPIs, SLAs, performance frameworks, and service governance

• Data or project management experience
• Strong analytical and reporting skills
• Knowledge of OSS / network management tools

If you thrive on collaboration, believe in evidence‑based challenge, and want to influence performance across a complex supplier landscape, this role offers real impact and long‑term opportunity.