At a Glance
- Tasks: Lead service delivery and build strong relationships with customers in the telecoms sector.
- Company: A leading UK network integrator transforming telecoms with innovative solutions.
- Benefits: Career progression, skill development, and a dynamic work environment.
- Other info: Join a passionate team dedicated to innovation and customer success.
- Why this job: Shape the future of connectivity while making a real impact in the telecoms industry.
- Qualifications: Experience in service delivery and strong stakeholder management skills.
A UK’s leading cross-technology network integrators, delivering solutions across Fixed, Radio, and Mobile 4/5G.
They enable its customers’ communication strategies by designing, developing, and maintaining robust network infrastructures that adapt to today’s rapidly evolving environment.
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 Power Point.
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
Service Delivery Manager - Essex in Colchester employer: Emsans
Join our dynamic team at a fast-growing Telecommunications SME in Marlow, where we prioritise exceptional service and employee development. As a Project Manager, you'll enjoy a supportive work culture that fosters collaboration and innovation, alongside opportunities for professional growth through hands-on project management experience. With a focus on work-life balance and a hybrid working model, we offer a unique environment that empowers you to thrive while making a meaningful impact in the telecommunications sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager - Essex in Colchester
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Emsans and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like Emsans.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace Service Delivery Manager - Essex in Colchester
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at Emsans.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at Emsans.
How to prepare for a job interview at Emsans
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
