We are looking for a Service & Delivery Manager

Location: Telford

Salary: £60k - £68k

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Hybrid, 3 days in the office

About the role

Lead and manage the Service Delivery function, to ensure the successful end-to-end delivery of products and services across the portfolio. Act as the operational lead across delivery, service management, supplier performance, escalations, service reviews and continuous improvement, ensuring orders are delivered effectively and contracted services perform against agreed SLAs, KPIs and customer expectations.Key responsibilities.

Service Delivery Leadership: Lead the service delivery operating model, ensuring clear ownership of performance, escalations, and outcomes.

• Set performance standards, provide regular feedback, and support team career development.

• Foster a positive, inclusive and collaborative team culture.

End-to-End Delivery Management: Own the delivery journey for portfolio products, including Ethernet, Broadband, Co-location, and PSTN. Monitor delivery pipelines, KPIs, RAG status, and SLA performance.

• Identify and resolve delivery risks, blockers, and supplier delays proactively.

• Drive first-time-right delivery, shorter cycle times, and enhanced customer experiences.

Partner and Customer Service Management: Act as the primary operational point of contact for named partners and customers.

• Conduct regular service reviews covering SLAs, KPIs, and success metrics.

• Capture customer feedback and act as the internal voice of the customer.

• Provide updates on performance, operational changes, outages, and improvements.

Escalation, Incident and Problem Management: Own and optimise delivery and service-related escalations across teams and suppliers.

• Support major incidents while ensuring adherence to documented processes.

• Drive root cause analysis, service recovery, and preventative actions.

• Coordinate internal departments (Provisioning, Assurance, Technical, Commercial) for swift resolutions.

Supplier and Partner Performance: Build and maintain strong working relationships with key suppliers and partners.

• Manage supplier delivery performance, bottlenecks, and service issues.

• Leverage performance trends to drive continuous improvement.

• Ensure supplier actions are tracked, owned, and driven to completion.

Service Improvement and Operational Excellence: Own and maintain Service Improvement and Development Plans for named accounts.

• Identify and deliver sustainable process enhancements across delivery and in-life service.

• Increase automation, digital adoption, portal usage, and overall efficiency.

• Simplify processes to reduce friction for internal teams and customers.

Reporting, Insights and Governance: Produce clear reporting on delivery performance, SLA trends, risks, and plans.

• Maintain dashboards, RAG statuses, action trackers, and governance cadences.

• Provide data-driven insights and recommendations to support strategic decisions.

• Present concise, commercially aware updates to internal and external stakeholders.

Cross-Functional Collaboration: Partner closely with Operations, Assurance, Provisioning, Sales, and Account Management.

• Influence virtual teams to deliver customer outcomes without direct line authority.

• Support account growth, retention, and service improvement with operational insights.

About you

Experience & Knowledge

• Experience in telecoms delivery or operations at a management level.

• Experience managing delivery for Ethernet, Broadband, Co-location, PSTN, and associated products.

• Experience managing end-to-end delivery journeys in a telecoms or managed services environment.

• Proven experience in service delivery, incident management, problem management, escalation management and SLA performance management.

• Understanding of wholesale telecoms operations, Partner/Reseller business models and the end-to-end Partner/Customer journey.

• Familiarity with telecoms operational tools, such as ticketing systems, CRM platforms, partner portals, ordering systems, network monitoring tools and reporting dashboards.

• Experience acting as a Partner/Customer-facing operational contact or SPOC.

Skills & Competencies

• Strong leadership and people management skills

• Excellent stakeholder management and supplier relationship skills.

• Strong problem-solving and escalation management abilities.

• Ability to drive performance and process improvements in a fast-paced environment.

• Proficiency in MS Office (especially Excel and PowerPoint) for reporting and performance tracking.

• Partnership-led (acts like an extension of the partner’s team)

• Commercially smart (understands impact on partner growth and margins)

• Operationally responsive (moves quickly, escalates early, solves friction)

• Simplicity-first (reduces complexity; makes things easy to buy, onboard and run)

• Human support mindset (clear, supportive, calm under pressure)

• Straightforward communication (no jargon for jargon’s sake)

• Ownership and follow-through (deliver outcomes; closes loops)

• Proactive and improvement-driven (identifies issues early and drives continual service improvements)

It would be great if you have any of the following, but it's not essential:

• ITIL Certification or equivalent service/delivery management framework.

• Project or delivery management qualification (e.g., Prince2).

• Knowledge of key telecom technologies and platforms (e.g., SD-WAN, SDN, partner portals, ordering systems).

• Data analytics and reporting skills for delivery pipeline and KPI management.

• Experience working in wholesale telecoms or with channel partners/resellers.

• Hands-on experience with delivery tools, ordering systems, and performance dashboards.

Qualifications

• Educated to degree level or equivalent professional experience (typically 5+ years in a relevant Telecommunications, IT, or related role).

• Right to work in the UK.

What we offer

• Competitive base salary.

• Generous holiday allowance and flexible working arrangements.

• Supportive, inclusive culture with and cross-functional collaboration.

How to apply

Please submit your CV and a brief covering note outlining your relevant experience and why you are interested in this role. We will review applications on a rolling basis and contact shortlisted candidates to arrange interviews.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.