They specialise in architecting and managing some of the most complex and secure Data and Voice networks across the Public Sector and Mobile Network Operator markets. They are currently a key delivery partner in more than 15 major UK network deployments, supporting seamless communication for millions of users across businesses, the public sector, and local communities.
The role requires a customer-facing presence, with attendance on customer sites typically three days per week (with in the Essex region), alongside close collaboration with the clients Network Operations Centre, Engineering, Service Desk and wider operational teams.
Responsibilities
* Act as the primary operational interface between the customer, on-site support teams and the clients shared service functions.
* Build trusted relationships with customer stakeholders, operating as an extension of their team and providing day-to-day operational leadership.
* Ensure contractual KPIs and SLAs are achieved, identifying trends, risks and improvement opportunities.
* Take ownership of major incidents, operational escalations and service-related issues, coordinating internal teams to drive timely resolution.
* Manage the transition of new services from project delivery into live operational support, ensuring operational readiness.
* Chair regular customer service review meetings, presenting service performance, trends, risks and improvement plans.
* Produce and maintain Service Improvement Plans (SIPs), driving continual service improvement across the customer estate.
* Ensure customers receive timely, accurate and proactive communications throughout incidents, planned changes and service activities.
* Develop and maintain service documentation, ensuring it accurately reflects current services, operational processes and customer requirements.
* Produce performance dashboards and management information covering service performance, customer satisfaction, KPIs and SLA compliance.
* Work closely with Engineering, Network Operations, and Project teams to ensure services are delivered effectively throughout their lifecycle.
* Support Client Directors n identifying opportunities for account growth through strong customer relationships, operational insight and service excellence.
* Carry out regular customer health checks and provide recommendations to improve customer experience and service maturity.
Your Knowledge and Experience
Essential
* Proven experience in a Service Delivery Manager or IT Customer Relationship Management role.
* Experience working within the telecoms, managed services or IT services industry.
* Strong understanding of ITIL Service Management principles.
* Experience managing customer incidents, escalations and service reviews.
* Demonstrable experience managing KPIs, SLAs and continual service improvement.
* Excellent stakeholder management skills with the ability to build trusted customer relationships.
* Excellent written and verbal communication skills, with the ability to communicate technical issues to non-technical audiences.
* Strong organisational skills with the ability to prioritise multiple competing demands.
* Self-motivated, proactive and able to work independently.
* Competent in Microsoft Office applications, particularly Excel, Word and PowerPoint.
Desirable
* Good understanding of networking technologies, including WAN, LAN, Wi-Fi, and SD-WAN.
* Experience of working within a matrix management environment, collaborating effectively across multiple technical and operational teams.
* Experience working with public sector customers, including local government, NHS or emergency services.
* ITIL v4 Foundation (or higher).
* Experience working alongside Network Operations Centres (NOC), Engineering and Project Delivery teams.
* Experience of working in customer environments where regular on-site presence is required.
The client are passionate about transforming the world of telecoms and empowering our people to grow with us.
Joining this client means being part of an innovative company that values your skills, invests in your development, and provides real opportunities for career progression. Here, your passion for technology can shape the future of connectivity while building a rewarding career
Salary description
£50000.00 - £60000.00 per year