Head of Unified Communications

**Head of Unified Communications**

Were currently looking to bring on board a Head of Unified Communications (UC), responsible for leading the delivery of managed services to customers in line with agreed SLAs, operational standards, and the companys service delivery model. This includes accountability for the performance of the service delivery team, customer satisfaction, continuous improvement, and alignment of service operations with commercial goals.

The role requires close collaboration with sales, operations, and finance teams, ensuring that service performance supports business growth and long-term customer retention. A strong understanding of unified communications and the commercial drivers of the telecommunications sector is essential.

**What do we offer?**
- Holiday rising with each year of service
- Buy & Sell Holiday Scheme
- Your Birthday Off - after all it's the most important day of the year
- 23 Days Annual Leave + Bank Holidays
- Free eye tests & support towards glasses
- Gym Discounts
- Discounted Home Broadband
- Family & Friends Broadband Referral Scheme
- Our Employee Assistance Programme offering confidential Wellbeing Support
- Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards
- Company pension scheme

**Youll get involved in**:

- Leading and managing the Service Delivery function, ensuring services are delivered to the agreed standards, on budget, and in line with customer expectations.
- Overseeing resource planning, team performance, development, and engagement through effective management and leadership practices.
- Ensuring customer engagement is proactive, responsive, and aligned to business needs including participation in governance reviews and escalations.
- Ownership and drive of continual service improvement plans across all contracts to ensure value-add and retention.
- Overseeing the delivery of SLAs, KPIs, and service reporting, ensuring accurate, timely and actionable insight is available internally and externally.
- Leading the service transition of new contracts, including onboarding and operational readiness.
- Collaboration with commercial and sales teams to support pre-sales activity, contribute to bid responses, and ensure service models are scalable and commercially viable.
- Setting and managing departmental budget, including full P&L responsibility, cost control, and performance against financial targets.
- Building and managing strategic relationships with third-party partners and suppliers, ensuring service quality and commercial value.
- Support the design, implementation and governance of service management processes in line with industry standards (e.g. ITIL, ISO).
- Ensuring the function remains compliant with relevant regulatory and contractual obligations.
- Act as a strategic point of escalation for high-impact service issues or customer concerns.

**Ideally, youll have**:

- Significant experience in a service delivery leadership role within the telecommunications or IT services sector.
- Strong commercial acumen, including experience managing departmental budgets and contributing to business growth.
- Proven ability to lead and develop high-performing teams, with excellent people management and coaching skills.
- Clear understanding of customer expectations in a managed service environment and ability to embed a customer-first mindset across the team.
- Effective stakeholder management and communication skills; able to influence and negotiate at all levels.
- Strong analytical and problem-solving skills with the ability to evaluate complex situations and make sound decisions.
- Capability of navigating change and leading teams through transformation and process improvement.
- Demonstrated success in managing customer relationships and ensuring high levels of customer satisfaction in a commercial setting.
- Experience working closely with sales teams and supporting pre-sales or bid processes.
- Track record of delivering service improvement initiatives and managing service transitions.
- Experience of working in or with organisations delivering unified communications or similar technology-driven services.
- Broad understanding of service management principles (e.g. ITIL) and industry best practices.
- Knowledge of unified communications solutions and the operational demands of managed services.

**It would be great if you have**:

- Experience of budget management, including full P&L responsibility would be beneficial

**Who are we?**

**We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience.**:
Working at Aerial Direct isnt just a career, its a decision to be better. Its choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and youll be given the tools, training, and support needed to do a great job.

We are proud