Service Delivery Manager (ISP / Telecommunications)

Core Competencies:

Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Key Responsibilities

Manage the end-to-end delivery of broadband, Ethernet, and connectivity orders from receipt through to successful customer handover.
Process and coordinate service orders with telecommunications suppliers and carriers.
Track order progress and ensure timely completion of installations, upgrades, and service activations.
Provide regular updates to customers regarding order status, milestones, and expected delivery timelines.
Liaise with suppliers, internal teams, and customers to resolve order-related issues and maintain service quality.
Maintain accurate records of orders, communications, and service delivery activities within company systems.
Monitor delivery performance and ensure all orders are processed in accordance with agreed service levels.
Support the wider Service Delivery team with administrative and operational tasks as required.

Qualifications

Proven experience in a Service Delivery, Provisioning, Order Management, or Operations role within the ISP, Telecommunications, or Connectivity industry.
Strong understanding of broadband, Ethernet, and telecommunications connectivity services.
Experience managing service orders, supplier coordination, and customer communications throughout the delivery lifecycle.
Ability to effectively communicate with customers, suppliers, and internal stakeholders.
Strong organizational skills with the ability to manage multiple orders and priorities simultaneously.
Excellent attention to detail and problem-solving abilities.
Comfortable working as part of an established team in a fast-paced environment.
Proficient in using CRM, ticketing, or service management systems.
Excellent written and verbal English communication skills.
Availability to work close to UK business hours is preferred.