At a Glance
- Tasks: Lead a dynamic team to enhance service delivery and support in telecoms.
- Company: Join a forward-thinking telecom company committed to innovation and inclusivity.
- Benefits: Enjoy 30 days annual leave, private medical insurance, and wellness perks.
- Other info: Be part of a diverse culture that values every voice and fosters growth.
- Why this job: Make a real impact by improving customer experiences and driving operational excellence.
- Qualifications: Experience in telecoms with strong leadership and analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
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
Strong experience in telecoms or ISP service operations, with a proven track record of leading teams.
Confident managing complex operational environments with multiple stakeholders and competing priorities.
Natural leader who motivates, develops, and inspires high‑performing teams.
Strategic mindset, while remaining hands‑on and delivery‑focused.
Highly organised, decisive, and comfortable owning outcomes in a fast‑paced business.
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.
Benefits
We offer an extensive wellbeing package that goes beyond the EAP. Your benefits 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 cover massage sessions. All employees start with a generous 30 days’ annual leave allowance (pro‑rata) plus bank holidays. Enhanced leave plans are available for illness or parental leave.
Financial wellbeing benefits include an employer‑contributory pension, additional income protection and group life insurance, cash‑back and voucher schemes to help cover living costs such as electricals and personal spending.
Diversity, Equity and Inclusion
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. Creating a culture where every voice is heard and everyone has the opportunity to grow.
Service Delivery and Support Manager in Reading employer: AllPoints Fibre Networks
As a leading employer in the telecoms sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee wellbeing and professional growth. Our extensive benefits package, including private medical insurance, generous leave allowances, and a commitment to diversity and inclusion, ensures that our team members feel valued and supported. With opportunities for mentorship and skill development, we empower our employees to excel in their roles while contributing to meaningful service improvements in a fast-paced environment.
