At a Glance
- Tasks: Lead service performance for wholesale broadband customers and drive continuous improvement.
- Company: Dynamic telecom company with a focus on innovation and customer excellence.
- Benefits: Competitive salary, hybrid working, pension, private healthcare, and annual bonus.
- Other info: Join a supportive culture that values collaboration and professional growth.
- Why this job: Make a real impact on customer experience and shape service strategy in a growing network.
- Qualifications: Experience in service management within broadband or telecoms and strong leadership skills.
The predicted salary is between 50000 - 65000 £ per year.
Location: Reading (Hybrid – 2–3 days office-based)
Department: Service Management / Customer Operations
Reports To: Head of Service Delivery
Salary: Competitive + benefits
About the Role
We’re looking for an experienced Senior Service Manager to take ownership of end‑to‑end service performance across our wholesale broadband customers. You’ll be the key interface between our wholesale partners and internal operational teams—ensuring we consistently deliver exceptional service, uphold SLAs, and drive continuous improvement across our fibre and connectivity portfolio. This is a high‑visibility, customer‑facing role requiring strong leadership, commercial acumen, and deep knowledge of broadband / telecoms service operations.
Key Responsibilities
- Act as the primary service lead for key wholesale broadband accounts, managing overall service performance and customer satisfaction.
- Monitor and deliver against agreed SLAs, KPIs, and contractual obligations.
- Lead service reviews with wholesale partners, presenting performance data, root cause analysis, and improvement actions.
- Oversee incident, problem, and change management processes, ensuring issues are resolved swiftly and effectively.
- Drive continuous improvement initiatives to enhance operational efficiency and service stability.
- Collaborate closely with Network Operations, Engineering, and Provisioning teams to ensure seamless end‑to‑end customer experience.
- Support the Head of Service Delivery in developing service strategies, policies, and performance frameworks.
- Handle escalations and complex service issues, providing leadership and clear communication to both internal and external stakeholders.
- Produce regular reports and insights on service performance, trend analysis, and customer health.
- Coach and mentor junior service managers to build a high‑performing, customer‑focused team culture.
Skills & Experience
- Proven experience as a Service Manager or Senior Service Manager within broadband, telecoms, or connectivity (wholesale / B2B preferred).
- Deep understanding of full fibre (FTTP/FTTH) technologies, provisioning, and service operations.
- Strong knowledge of ITIL processes – ideally certified at Foundation level or above.
- Excellent stakeholder management and communication skills, from technical teams to senior customer executives.
- Analytical mindset with the ability to translate complex data into actionable insights.
- Confident in leading service reviews, driving governance, and presenting at an executive level.
- Demonstrated ability to handle high‑pressure situations and resolve escalations effectively.
- Collaborative leader who thrives in a fast‑moving, hybrid working environment.
What We Offer
- Hybrid working model – typically 2–3 days per week in our Reading office.
- Competitive salary + annual bonus.
- Pension, private healthcare, and other core benefits.
- Opportunity to influence service strategy and shape the customer experience across our growing wholesale network.
- Supportive, inclusive culture focused on innovation and customer excellence.
Service Manager - Nights in Reading employer: Areti Group | B Corp™
Join a dynamic team in Reading as a Senior Service Manager, where you will play a pivotal role in enhancing service performance for our wholesale broadband customers. We offer a hybrid working model that promotes work-life balance, alongside competitive salaries, annual bonuses, and comprehensive benefits including private healthcare. Our inclusive culture fosters innovation and provides ample opportunities for professional growth, making us an exceptional employer for those seeking a rewarding career in the telecoms sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Nights in Reading
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to broadband and telecoms. It’s a great way to connect with potential employers and learn about job openings that might not be advertised.
✨Tip Number 2
Don’t underestimate the power of LinkedIn! Make sure your profile is up-to-date and reflects your experience as a Service Manager. Engage with posts, share insights, and connect with people in the industry to increase your visibility.
✨Tip Number 3
Prepare for interviews by researching the company and its service offerings. Be ready to discuss how your experience aligns with their needs, especially around SLAs and customer satisfaction. Show them you’re the perfect fit for their team!
✨Tip Number 4
Apply directly through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to highlight your relevant skills and experiences, and don’t forget to follow up after submitting!
We think you need these skills to ace Service Manager - Nights in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Service Manager. Highlight your experience in broadband and telecoms, and don’t forget to mention any ITIL certifications you have. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've driven service performance and improved customer satisfaction in previous roles. We love a good story!
Showcase Your Leadership Skills:As a Senior Service Manager, you'll be leading teams and managing relationships. Make sure to highlight your leadership experience and how you've successfully coached others. We’re looking for someone who can inspire and drive a high-performing team culture.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Areti Group | B Corp™
✨Know Your Stuff
Make sure you brush up on your knowledge of broadband and telecoms service operations. Understand the key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Being able to discuss these confidently will show that you're serious about the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or managed service performance in previous roles. Think about specific situations where you resolved escalations or improved service delivery. This will demonstrate your capability to handle high-pressure situations effectively.
✨Be Data Savvy
Since the role involves analysing performance data, be ready to discuss how you've used data to drive improvements in past positions. Bring examples of reports you've produced or insights you've gained from data analysis to highlight your analytical mindset.
✨Practice Stakeholder Communication
You'll need to communicate with various stakeholders, so practice articulating complex information clearly and concisely. Consider role-playing scenarios where you present performance data or lead service reviews to ensure you're comfortable in front of an audience.
