At a Glance
- Tasks: Lead strategic service relationships and ensure top-notch service delivery for key partners.
- Company: Join AllPoints Fibre Networks, a game-changer in UK connectivity.
- Benefits: Enjoy 30 days annual leave, private medical insurance, and wellness perks like massages.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
- Why this job: Make a real impact in a fast-paced environment while driving innovation and improvement.
- Qualifications: Strong stakeholder management skills and experience in complex partner relationships required.
The predicted salary is between 60000 - 75000 £ per year.
Senior Service Manager at AllPoints Fibre Networks will lead the strategic service relationship with key partners, ensuring exceptional end-to-end service delivery while continuously improving performance, customer experience, and operational excellence across APFN’s platform and partner ecosystem.
What you will be doing:
- Act as the senior service owner for a portfolio of strategic, Tier-1 partners, ensuring a consistently high-quality service experience.
- Build and maintain strong relationships with senior operational, technical and commercial stakeholders.
- Drive service performance against SLAs and introduce Experience Level Agreements (XLAs) to enhance real-world partner outcomes.
- Analyse service data, trends, and customer insights to identify opportunities for improvement and innovation.
- Lead service reviews (operational, executive, and strategic) and deliver ongoing service improvement plans.
- Act as the voice of the partner internally, aligning cross-functional teams including Operations, Product, Platform and Commercial.
- Oversee incident management and escalation processes for key partners, ensuring clear communication and effective resolution.
- Coordinate service performance across internal teams and external carrier networks to deliver a seamless experience.
- Promote adoption of APFN’s digital platform (aquila), driving efficiency, transparency, and partner engagement.
- Support the evolution of service management best practices, mentoring colleagues and strengthening service governance.
About you:
- You thrive in a fast-paced, partner-focused environment and enjoy building strong, trusted relationships.
- You’re commercially aware and understand how service excellence supports growth and retention.
- You’re a natural problem-solver who uses data and insight to drive meaningful improvements.
- You bring confidence in engaging with senior stakeholders and influencing at all levels.
- You’re collaborative, adaptable, and motivated by delivering outstanding customer experiences.
- You’re passionate about continuous improvement and driving operational maturity.
Your skills:
- Strong stakeholder management and communication skills, including at executive level.
- Proven experience managing complex customer or partner relationships.
- Ability to analyse service performance data and translate insights into actionable improvements.
- Experience working across multiple operational functions and teams.
- Strong leadership capability with experience mentoring and guiding others.
- Excellent organisational, planning and problem-solving skills.
- Familiarity with customer experience metrics (e.g. NPS, CSAT).
- Proficiency with MS Office tools.
Desirable:
- Background in telecommunications, connectivity, or wholesale network environments.
- Understanding of service management frameworks (e.g. ITIL).
- Experience working with aggregators, carriers or multi-supplier ecosystems.
About us:
AllPoints Fibre is revolutionising connectivity across the UK. As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre. Our agile platform, aquila, empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation, efficiency, and delivering smarter digital solutions.
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.
Next steps:
If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more detail. 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.
Senior Service Manager in Reading employer: AllPoints Fibre
At AllPoints Fibre Networks, we pride ourselves on being an exceptional employer that prioritises employee wellbeing and professional growth. With a generous benefits package including private medical insurance, 30 days of annual leave, and a commitment to diversity and inclusion, we foster a collaborative and innovative work culture where every voice is valued. Join us in revolutionising connectivity across the UK while enjoying a supportive environment that encourages continuous improvement and career development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Manager in Reading
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for those interviews! Research the company inside out, especially their service delivery and partner relationships. Be ready to discuss how your experience aligns with their goals and how you can drive performance improvements.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've used data to drive improvements or resolve issues. This will demonstrate your analytical abilities and your knack for enhancing customer experiences.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Senior Service Manager in Reading
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Service Manager role. Highlight your experience with stakeholder management and service delivery, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved service performance or customer experience in previous roles. Use data and insights to back up your claims – we love a good success story!
Be Authentic:Let your personality shine through in your application. We value collaboration and a genuine passion for service excellence, so don’t be afraid to express why you’re excited about joining AllPoints Fibre Networks. We’re all about building strong relationships!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at AllPoints Fibre
✨Know Your Partners
Before the interview, research AllPoints Fibre Networks and their key partners. Understand their service delivery model and how they maintain relationships with Tier-1 partners. This will help you demonstrate your knowledge of the company and its ecosystem.
✨Showcase Your Data Skills
Be prepared to discuss how you've used data to drive service improvements in previous roles. Bring examples of how you've analysed service performance metrics like NPS or CSAT, and be ready to suggest actionable insights that could benefit AllPoints.
✨Prepare for Stakeholder Engagement
Since the role involves engaging with senior stakeholders, practice articulating your experience in managing complex relationships. Think of specific instances where you influenced decisions or improved service delivery through collaboration.
✨Emphasise Continuous Improvement
Highlight your passion for continuous improvement during the interview. Share examples of how you've implemented best practices in service management or mentored colleagues to enhance operational excellence, aligning with AllPoints' commitment to innovation.
