Service Delivery/Customer Engagement Manager

MLL Telecom Ltd is one of the UK's leading cross-technology network integrators, delivering solutions across Fixed, Radio, and Mobile 4/5G. We enable our customers' communication strategies by designing, developing, and maintaining robust network infrastructures that adapt to today's rapidly evolving environment. We 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.

We 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. Our Public Sector team plays a vital role in delivering critical network services for organisations such as the NHS and Emergency Services, including supporting the transition of NHS sites to a new, dedicated health network. Our Service Provider team are trusted delivery partners in Vodafone's Radio Network Transformation Programme, helping to shape the future of mobile connectivity in the UK.

We are seeking an experienced Service Delivery Manager to act as the primary interface between our customers, on-site support teams, and MLL's operational and shared service functions. The role is responsible for ensuring the successful delivery of managed IT and telecoms services, maintaining high levels of customer satisfaction, and driving operational excellence. Working as an extension of the customer's team, you will build trusted relationships across both organisations, providing leadership through incidents, service reviews, operational governance and continual service improvement.

You will be accountable for ensuring agreed KPIs and SLAs are consistently achieved, whilst proactively identifying opportunities to improve service quality and customer experience. The role requires a customer-facing presence, with attendance on customer sites typically three days per week (within the Essex region), alongside close collaboration with MLL's 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 MLL's shared service functions.
• 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 in 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.
• Competent in Microsoft Office applications, particularly Excel, Word and PowerPoint.

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.

Joining MLL 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.

Pension Scheme, Life Assurance, HealthCare Insurance, Financial Wellbeing & Will Writing, Wellbeing Support Programme (EAP), 25 days annual Leave, 8 Bank Holidays, Social Engagement & Office Activities.

Our ED&I Statement: At MLL, we are committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and encourage you to bring your authentic self to work.

MLL's Brand & Behaviours

• Accountability Builds Trust: Accountability requires some kind of honest review to reflect how we are doing against our responsibilities.
• Data Delivers Distinction: We need people to think in a 'data is valuable' kind of way, not just for efficient operations but also for winning in the market.