London (Hybrid)
Full-Time | Permanent
At Maintel, successful service delivery doesn't end at implementation—it begins when customers go live.
We're looking for an experienced Operational Readiness & Service Transition Manager to lead our Operational Readiness function and ensure every new or changed service is fully prepared for live operation, support and long-term success.
This is a pivotal leadership role sitting at the intersection of Project Delivery, Operations, Service Management and Customer Lifecycle Management. You'll be responsible for defining and governing the frameworks, controls and quality gates that ensure services transition seamlessly into live operation, while also overseeing the professional management of customer service cessation activities.
Leading a specialist team of Operational Readiness Specialists and Customer Lifecycle Coordinators, you'll help shape the future of service onboarding, operational acceptance and customer lifecycle governance across Maintel's growing managed services portfolio.
This role offers a unique opportunity to build and mature a critical capability within Maintel's Design & Transition function.
You will own the processes, governance and operational controls that ensure:
New services are fully operationally accepted before go-live.
Support teams are equipped with the knowledge, tooling and documentation needed to deliver excellent customer outcomes.
Early Life Support activities are effectively managed and stabilised.
Customer cessation activities are executed professionally, compliantly and efficiently.
Operational risks are identified and mitigated before they impact customers.
You'll work closely with senior stakeholders across Delivery, Operations, Commercial and Customer teams, helping drive consistency, quality and continuous improvement across the entire service lifecycle.
Own and govern Maintel's Operational Readiness framework across all managed service offerings.
Define readiness criteria, quality gates, sign-off processes and operational acceptance standards.
Ensure all services meet operational readiness requirements before transitioning into live support.
Lead readiness reviews and operational acceptance activities across multiple concurrent projects.
Oversee Early Life Support (ELS) processes to ensure successful service stabilisation following go-live.
Drive improvements that reduce operational risk and improve transition quality.
Own the end-to-end cessation (Cease) process across all customer services.
Ensure contractual, operational and regulatory obligations are met throughout service exit activities.
Oversee customer communications, service decommissioning, carrier disconnections, hardware returns and final billing coordination.
Manage cessation forecasting, risk management and governance activities.
Ensure customers experience a professional and well-managed service conclusion.
Lead, coach and develop a team of Operational Readiness Specialists and Customer Lifecycle Coordinators.
Create a culture of accountability, collaboration and continuous improvement.
Establish clear objectives, development plans and performance measures.
Build team capability in service transition, lifecycle management and operational governance disciplines.
Drive standardisation of readiness frameworks, documentation standards and transition processes.
Ensure runbooks, SOPs, escalation procedures and knowledge articles meet quality expectations.
Track and report on readiness KPIs, operational acceptance metrics and early-life performance.
Champion a right-first-time approach to service transition and customer lifecycle management.
Lead lessons-learned reviews and continuous improvement initiatives.
Partner closely with Design, Implementation, Operations, Service Desk and NOC teams.
Collaborate with Commercial, Account Management and Customer Success teams throughout the customer lifecycle.
Support programme governance activities by ensuring readiness milestones are visible and measurable.
Act as the key operational bridge between project delivery and live service teams.
You're a highly organised and process-driven leader who understands that successful service transitions are fundamental to customer satisfaction and operational excellence.
You combine strong governance and operational discipline with excellent stakeholder management skills and have a proven ability to drive quality, consistency and continuous improvement across complex service environments.
You enjoy bringing structure to complexity, leading specialist teams and ensuring nothing is left to chance when customers move into—or out of—live service.
In this role, you will:
✔ Deliver consistent, high-quality service transitions across the business
✔ Improve operational readiness and reduce early-life service issues
✔ Build a scalable and repeatable operational acceptance framework
✔ Ensure customers experience smooth onboarding and service cessation journeys
✔ Increase operational confidence through high-quality documentation and governance
✔ Develop a high-performing team recognised for quality and professionalism
✔ Strengthen collaboration between delivery, operations and customer-facing functions
This is an exciting opportunity to take ownership of a critical operational function during a period of transformation and growth.
You'll have the opportunity to influence how services are transitioned, supported and managed throughout their lifecycle while working alongside experienced leaders across technology, operations and customer experience.
If you're passionate about service excellence, operational governance and creating exceptional customer outcomes, we'd love to hear from you.
Apply today and help shape the future of service transition and customer lifecycle management at Maintel.
Maintel is a communications managed services provider. We empower our clients across the public and private sector to deliver mission critical services and achieve their workplace, service and customer experience goals.
We consult on the design, deploy and manage network infrastructures, platforms and software, including our own, that keep ongoing operations running smoothly and dependably, protecting business as usual, at the same time being flexible enough to adapt.
When customer, employee, the general public and regulatory expectations are ever-changing, choose Maintel. We provide progressive, solid solutions that help you succeed in a demanding, dynamic world.
Maintel, founded in 1991 by Tim Mason and Angus McCaffery, started as a small operation providing telephone maintenance contracts.
Over the years, we have grown into a major player in communications technology, achieving significant milestones such as floating on the London Stock Exchange in 2004 and completing numerous strategic acquisitions.
These acquisitions, including Azzurri Communications and Intrinsic Technology, expanded our expertise in unified communications, cloud, and networking.
Today, Maintel continues to transform businesses with cutting-edge solutions like Cloud Contact Centres, Security & Connectivity and Unified Communications, positioning us as a leader in the digital-first era.
Using technology to create customer experiences, services and workplaces that inspire and empower people.
To be the first-choice technology services partner of ambitious brands and public services, chosen because of our dependable enablement of their vision and operations.
We become trusted insiders within our clients’ organisations. An embedded partner working in close collaboration to deliver their workplace, service and customer experience strategies.
We consult on the design, deploy and manage solid technology solutions – mission critical infrastructure, platforms and applications that ensure our clients businesses run efficiently and securely, achieving their ambitions, while always being ready to adapt.
