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Problem Improvement Manager

Date: 18-Nov-2022

Location: SLOUGH, GB

Company: Telefonica S.A.


It matters to us that Team O2 is as diverse as the communities we serve. 


We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply. 

Whoever you are, O2 has a place for you. 


Come join us.


Who we are


At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.



Locations: Slough/Reading


To analyse incident trends and work with multiple operational, service provider and customer representatives teams, preventing incidents from occurring and minimising any impact (which cannot be prevented).


Owning problem investigations, triggered through data analysis, repeat failures and/or customer feedback. The Problem Manager will identify root cause, driving continuous improvement opportunities and improving the customer experience.


The stuff we're looking for you to do within this role


  • Reduce incident volumes and fix times through proactive problem management activities, managing the lifecycle of all problems, preventing incidents from reoccurring and minimising the impact of unavoidable incidents.
  • To identify, recommend and follow through improvements to VMO2 processes and / or tools in order to realise business benefit.
  • Monitoring overall incident trends, creating insight and analysis to support the identification of new problem investigations or continual service improvement items
  • To engage and interact effectively with third parties on behalf of O2 UK when dealing with problems/ issues whilst considering the best interests of O2 UK's customers ensuring efficiency and effectiveness are enhanced.
  • Chairing weekly and monthly meetings, driving cross business collaboration, identifying new or driving the resolution of existing problems. Acting as a subject matter expert, supporting service reviews, improvement workshops and the onboarding or offboarding of legacy services


The must haves


  • Strong stakeholder management and influencing skills
  • Highly numerate with strong analytical skills. (inc working with BI Toolsets)
  • Strong communications skills (verbal and written).
  • Experience of ITSM Toolsets and ITIL methods and standard processes
  • Good presentation skills


What's in it for you?


We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.


Next steps


If we feel like a place where you can belong, we'd love to learn more about you.

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


Salary and Benefits

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.

We also believe a great work-life balance is important, so we’re open to considering part-time and flexible approaches to working.   Like to know more, feel free to raise it.

Please note:

  • If you have any questions around the role then please email who will be happy to help
  • Due to the potential conflict of interest, unfortunately we’re unable to facilitate secondments to or from Tesco Mobile
  • Remember – you must notify your line manager whenever you apply for a new role, and if you are applying for a secondment, please take a look at the secondment policy available via the intranet
  • We're currently unable to accept applications for secondment roles from Stores colleagues, but we continue to welcome applications for permanent roles.  Please speak to your line manager/Regional Leader if you have any questions