At a Glance
- Tasks: Lead and develop a high-performing Service Delivery and Support team in telecoms.
- Company: AllPoints Fibre Networks, a customer-first network wholesaler.
- Benefits: Generous 30 days annual leave, private medical insurance, and wellness perks.
- Other info: Diversity and inclusion are at our core; we welcome all backgrounds.
- Why this job: Make a real impact in a fast-paced, supportive environment focused on innovation.
- Qualifications: Experience in telecoms service operations and proven leadership skills.
The predicted salary is between 50000 - 65000 £ per year.
The Service Delivery and Support Manager at AllPoints Fibre Networks will lead and develop the Service Delivery and Support team, overseeing the end-to-end lifecycle of fibre and voice services while driving service quality, operational performance, and continuous improvement across provisioning and in-life support.
What you will be doing:
- Leading, developing, and managing a high-performing Service Delivery and Support team
- Driving operational performance across provisioning, activation, and in-life support of subscriber services
- Monitoring SLAs, KPIs, and operational metrics to ensure consistent service quality and customer satisfaction
- Providing senior escalation support for complex service delivery and fault scenarios
- Managing relationships with upstream carriers and network suppliers, ensuring delivery and fault resolution commitments are met
- Identifying and implementing improvements in service delivery processes, automation, and operational efficiency
- Producing performance reporting and insights for senior leadership, using data to drive decision-making
- Collaborating cross-functionally with Product, Commercial, and Operations teams to support service development and launch readiness
- Supporting operational scalability to enable business growth
About you:
- You have strong experience in telecoms or ISP service operations, with a proven track record of leading teams
- You’re confident managing complex operational environments with multiple stakeholders and competing priorities
- You’re a natural leader who motivates, develops, and inspires high-performing teams
- You bring a strategic mindset, while remaining hands-on and delivery-focused
- You are highly organised, decisive, and comfortable owning outcomes in a fast-paced business
- You are passionate about improving service performance and delivering excellent customer experiences
Your Skills:
- Strong understanding of broadband technologies, including FTTP and Ethernet services
- Deep knowledge of service delivery, provisioning workflows, and fault management practices
- Proven leadership and people management capability
- Ability to manage escalations, suppliers, and operational risk effectively
- Strong analytical skills with experience using data to drive performance improvements
- Excellent communication and stakeholder management skills
- Ability to translate strategy into operational execution
- Experience working within wholesale telecoms or partner-led environments
About us:
At AllPoints Fibre Networks (APFN), we make access to the UK’s full fibre rollout seamless, scalable, and seriously stress-free. We’re a customer-first, future-ready network wholesaler. Empowering our partners with a frictionless route to the largest full fibre footprint in the UK. We’re a team that values curiosity, ambition, and a get-things-done attitude. We’re fast-paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you’re collaborating across teams, solving complex challenges, or celebrating success, you’ll find an environment where you can flourish and make a real impact.
The benefits at APFN:
At AllPoints Fibre Networks, we're all about looking after you. 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 will even pay for you to get a massage! Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that. Additionally, we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
Our commitment to Diversity, Equity and Inclusion:
At AllPoints Fibre, diversity makes us stronger. We’re building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We’re committed to fair pay and equal opportunities for all, supporting underrepresented groups through our Women in Telecoms Network, investing in future talent with our apprenticeship scheme and mentorship programmes, ensuring every employee completes Equality, Diversity & Inclusion training, and creating a culture where every voice is heard and everyone has the opportunity to grow.
We welcome applicants from all backgrounds and experiences. If you’re excited about this role but don’t meet every single requirement, we still encourage you to apply — we’d love to hear from you. If you require any reasonable adjustments to be made during your interview process, please tell us in your application or reach out for a discussion about how we can accommodate you in the selection process.
Service Delivery and Support Manager in Reading employer: AllPoints Fibre Networks Limited
At AllPoints Fibre Networks, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work environment where innovation thrives. Our commitment to employee wellbeing is reflected in our extensive benefits package, including private medical insurance, generous annual leave, and a focus on diversity and inclusion that empowers every team member to grow and succeed. Join us in a fast-paced yet collaborative atmosphere where your contributions will make a real impact on the UK's fibre rollout.
Contact Details:
AllPoints Fibre Networks Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery and Support Manager in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AllPoints Fibre Networks Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AllPoints Fibre Networks Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery and Support Manager in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AllPoints Fibre Networks Limited:Your cover letter is your chance to shine! Tell us why you want to work at AllPoints Fibre Networks Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AllPoints Fibre Networks Limited!
How to prepare for a job interview at AllPoints Fibre Networks Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
