Operational Support

Lebara exists so families, friends and colleagues stay connected across borders with simple, affordable mobile services. Operational Support keeps that promise real every day: you will keep our networks, platforms and customer journeys running smoothly so millions of people can talk, text and share without friction. Your work directly protects our reputation for reliability and our ability to grow in a competitive MVNO market.

Performance Objectives

• Restore critical operational incidents within agreed SLAs so service availability stays above 99.5% for voice, data and international calling.
• Identify and eliminate the top three recurring process bottlenecks each quarter, cutting average handling time by at least 15%.
• Own daily operational reporting and exception management so leadership always has a clear, real-time picture of performance versus plan.
• Partner with product, IT and customer-care teams to launch two new operational playbooks per year that reduce cost-to-serve without harming customer experience.
• Train and coach frontline colleagues so first-contact resolution improves by 10% within six months of joining.
• Audit and tighten vendor and partner SLAs so third-party failures never become customer-facing outages.

Environment & Resources

You will report to the Head of Operations and sit inside a 12-person operations team based in Victoria, London, with close daily contact to our UK and European markets. You will have access to our CRM, ticketing, network-monitoring and BI tools plus a modest process-improvement budget. Cross-functional support from IT, product and finance is readily available.

Essential Qualifications

• Proven track record delivering measurable operational improvements inside a telecom, MVNO or high-volume consumer-services environment.
• Hands-on experience owning incident, problem and change processes that protect service availability.
• Ability to turn raw operational data into clear actions and simple reports that non-technical stakeholders actually use.
• Comfortable influencing without authority across product, IT and vendor teams.
• Strong written and spoken English; additional languages welcome given our customer base.

Role Selling Points

• Direct line of sight from your daily work to families staying connected worldwide.
• Growth-stage MVNO with the agility of a challenger and the scale of an established operator.
• Visible impact: your process wins become standard practice across markets.
• Inclusive, international team that values practical problem-solvers over bureaucracy.

If you want to keep millions of conversations flowing and leave a measurable mark on how Lebara operates, apply today. We review every application personally.