Partner Governance Manager

Job Description

We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.

There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.

This role ensures outsourced partner services comply with contract terms and identifies improvement measures for [Employer hidden]. It operates the partner relationship framework, monitors performance through governance forums, and recommends contract amendments. Responsibilities include leading QBRs/MBRs, facilitating audits, and managing service-related risks in collaboration with the commercial business manager.

Job Description

As the Contact Centre Governance Lead, you’ll take ownership of the strategy, structure, and performance standards that underpin our outsourced contact centre operations. You’ll shape the governance roadmap, ensure partners deliver against contractual commitments, and champion continuous improvement across all service providers. This role sits at the heart of operational excellence, combining commercial awareness, performance oversight, and strong relationship management to ensure our partners consistently meet [Employer hidden] expectations.

• Lead and manage the contact centre governance team, setting the ambition, roadmap, and providing full oversight of governance activity
• Ensure outsourced services meet contractual obligations and drive improvements to align with [Employer hidden] standards
• Implement and manage the partner relationship framework to deliver contractual performance metrics
• Facilitate partner governance forums, including QBRs and MBRs
• Monitor contractual performance and recommend amendments based on results, risks, and operational insight
• Support partner contract changes and RFP strategy
• Coordinate and facilitate independent audits of outsourced partner services
• Jointly manage service and partner risks with the Commercial Business Manager
• Contribute to DRACC processes, ensuring all relevant risks are captured and recorded in the official risk register

Qualifications

• Experience managing outsourced service providers, ensuring delivery aligns with contractual obligations and identifying improvement opportunities
• Ability to monitor and report on partner performance against KPIs and contractual metrics through governance forums and dashboards
• Ability to coordinate cross-functional stakeholders and ensure audit readiness and transparency
• Knowledge of enterprise risk management practices, including risk identification, escalation, and documentation