Service Delivery and Support Manager

Role Overview

• Leading, developing, and managing a high-performing Service Delivery and Support team
• Driving operational performance across provisioning, activation, and in-life support of subscriber services
• Monitoring SLAs, KPIs, and operational metrics to ensure consistent service quality and customer satisfaction
• Providing senior escalation support for complex service delivery and fault scenarios
• Managing relationships with upstream carriers and network suppliers, ensuring delivery and fault resolution commitments are met
• Identifying and implementing improvements in service delivery processes, automation, and operational efficiency
• Producing performance reporting and insights for senior leadership, using data to drive decision-making
• Collaborating cross-functionally with Product, Commercial, and Operations teams to support service development and launch readiness
• Supporting operational scalability to enable business growth

Requirements

• Strong experience in telecoms or ISP service operations
• Proven track record of leading teams
• Confident managing complex operational environments with multiple stakeholders and competing priorities
• Natural leader who motivates, develops, and inspires high-performing teams
• Strategic mindset while remaining hands-on and delivery-focused
• Highly organised, decisive, and comfortable owning outcomes in a fast-paced business
• Passionate about improving service performance and delivering excellent customer experiences
• Strong understanding of broadband technologies, including FTTP and Ethernet services
• Deep knowledge of service delivery, provisioning workflows, and fault management practices
• Proven leadership and people management capability
• Ability to manage escalations, suppliers, and operational risk effectively
• Strong analytical skills with experience using data to drive performance improvements
• Excellent communication and stakeholder management skills
• Ability to translate strategy into operational execution
• Experience working within wholesale telecoms or partner-led environments

Benefits

• Bupa private medical insurance and dental cover
• Income protection insurance
• Group life insurance
• Health plan to help with day to day expenses such as eye care
• Generous 30 days' annual leave allowance (pro rata) plus bank holidays
• Enhanced leave plans in place to support you during illness or parental leave
• Employer contributory pension
• Cashback and voucher schemes to help cover living costs