Service Delivery Manager

4 weeks ago

Reading, United Kingdom AllPoints Fibre Full time

Service Delivery Manager

We are seeking an experienced Service Delivery Manager to join our commercial team at AllPoints Fibre. As a Service Delivery Manager, you will be responsible for managing service partnerships with our valued customers and suppliers. Your primary goal will be to ensure that service requirements are clearly understood and performance is reported and reviewed, driving continual service improvement.

Key Responsibilities:

  • Own and report on Service Level Management.
  • Drive improvements with Service Improvement Plans (SIPs).
  • Represent customer requirements and interests.
  • Drive continuous service improvement (CSI) and service development, increasing customer satisfaction and Net Promoter Scores (NPS).
  • Develop and maintain an industry-leading end-to-end service experience for customers.
  • Accountable for delivery of customer contractual service deliverables, including service levels, and reporting.
  • Driving the performance of operational teams to support in-life service delivery to customers.
  • Own the relationship with key customer stakeholders for in-life service.
  • Measure and collate appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood.
  • Capture risks and ensure effective mitigation approaches are agreed.
  • Communicate major issues, escalating as required to reduce risk to SLA.
  • Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis.
  • Participate in and chair Service Relationship review meetings.
  • Regularly seek and collate feedback from key stakeholders from both parties on service performance.

Person Specification:

The ideal candidate will have worked in a similar role and be passionate about customer or supplier management. For this role, you will need the ability to clearly communicate with internal and external stakeholders and be confident in your approach to service management. AllPoints Fibre follows ITIL methodologies for Service Management closely, so experience in this area would be beneficial.

About AllPoints Fibre:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet, and Swish Fibre, to establish a national wholesale network. We are on a mission to create a wholesale network that can serve millions of homes and businesses, connecting to a better digital future. To help us achieve this mission, we need a Service Delivery Manager to take us on this journey.

Benefits:

We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance, and a health plan to help with day-to-day expenses such as eye care. We also offer a generous 30 days' annual leave allowance (pro rata), plus bank holidays, and enhanced leave plans in place to support you through illness or parental leave.

Next Steps:

If the role sounds like the right fit for you, we look forward to seeing your application. If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more detail.

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