Service Delivery Manager

We are looking for a Service Delivery Manager to join us on a permanent basis in Guernsey, responsible for the ongoing delivery and assurance of critical telecommunications and managed services for one of our key customers. In this role, you will own the end to end performance of live services in production, covering connectivity, voice, data, cloud and managed service components, ensuring they are delivered reliably, securely and in line with contractual commitments.

You will act as the single point of accountability for in-life service, building strong relationships with senior customer stakeholders while working closely with internal operational, technical and engineering teams. Your focus will be on maintaining service stability, driving SLA performance, managing risks and ensuring effective incident, problem and change management across a complex Telco environment. You will play a key role in protecting service continuity for critical services, where performance and resilience are essential.

This is a highly visible role that will develop your expertise across service management, telecoms operations and large-scale account governance. You will have the opportunity to influence how services are delivered, improve operational processes, and drive continuous improvement across a high-profile customer environment. If you are motivated by working on mission‑critical services, complex environments and meaningful customer outcomes, this is an opportunity to make a real impact.

JT is committed to building a diverse and inclusive working environment and JT Family. We will ensure that all individuals are provided reasonable accommodation to participate in job applications, interviews, onboarding processes and beyond.

Key Responsibilities

• Own end to end service delivery for live telecoms and managed services, ensuring stability, performance and availability across the customer estate.
• Act as the primary operational interface for the client in Guernsey, building trusted relationships with senior stakeholders.
• Ensure SLA, KPI and contractual compliance, proactively managing risks, service issues and escalations.
• Lead major incident management, coordinating technical teams to restore service quickly and minimise impact to critical services.
• Drive effective problem management, identifying root causes and implementing long‑term fixes to improve service resilience.
• Govern and oversee change management activities, ensuring safe and controlled delivery of changes into production environments.
• Provide regular service reporting and service reviews, including performance trends, risks and improvement plans.
• Coordinate across multiple teams (NOC, Engineering, Suppliers, etc.) to deliver a joined‑up service experience.
• Identify and deliver continuous service improvement initiatives to enhance service quality, efficiency and customer experience.
• Support service transition and onboarding of new services, ensuring they are fully operationally ready and aligned to support models.

Skills, Knowledge and Expertise

• Proven experience in Service Delivery / Service Management within a telecoms or IT managed services environment.
• Strong understanding of telecommunications services (e.g. WAN/LAN, voice, connectivity, hosting or cloud services).
• Experience managing in‑life services in production, including incident, problem and change management.
• Ability to operate as a trusted advisor to enterprise / corporate clients, engaging confidently at senior stakeholder level.
• Strong operational awareness of service assurance, including uptime, resilience, performance and risk management.
• Experience working with multi‑supplier and outsourced delivery models.
• Solid understanding of ITIL frameworks (Incident, Problem, Change, Service Level Management).
• Commercial awareness with the ability to balance service quality, contractual obligations and cost control.
• Strong communication, coordination and stakeholder management skills across both technical and non‑technical audiences.
• A proactive, ownership‑driven mindset with a strong focus on service outcomes and accountability.

Benefits

• 26 days holiday
• Health & Dental Insurance
• Pension Scheme
• Bonus Scheme
• Fully discounted staff services or cash allowance in lieu
• Co‑working office spaces available for remote employees
• Professional Development
• Recharge Days

JT provide colleagues with an opportunity to embrace flexibility to work the hours that suit them in a location of their choice – office, home or further afield under our Hybrid Working guidelines. Through our hybrid working initiative we have diversified the ways in which we recruit, which also means that we are now able to support posts in major global locations. The benefits that are listed above are an example of those that we provide in our key locations, if you are applying from outside of these areas, please note that your compensation package might look a little different. Our main priority is colleague wellbeing, and we hope this offers greater opportunity for a work life balance. We aim to offer this approach to all colleagues across the business, but we recognise that there are certain roles that will need to work in a specific way due to their nature, such as our colleagues working in engineering, our contact centres and our retail outlets. We are actively working with our management teams to increase flexibility wherever we can.