Service Management Engineer in Cardiff

Ogi is a leading full-service Welsh telco with big ambitions. We’re a network builder and operator, already hitting more than 20% penetration across our residential services. Our Ogi Pro business brand offers everything from telephony to managed IT services – and a recently launched high-capacity wholesale network spanning the M4 motorway route from Cardiff into England.

We’re looking for a passionate and customer-focused Service Management Engineer to join our team. The Service Management Engineer role unifies our Network Operations Centre (NOC) capabilities with customer-facing B2B Service Desk responsibilities to ensure robust service delivery across the customer base. The role monitors service performance, performs regular maintenance, configuration changes, owns incident resolution and B2B customer updates, executes well-controlled change, and maintains high-quality technical documentation - working closely with all areas of the business as well as external partners to meet SLAs and provide a positive customer experience.

Beyond your technical know-how, you’ll develop a strong understanding of our customers’ needs and play an important role in evaluating and improving our services. As a key point of contact, you’ll be a trusted representative of our company – reflecting our values and delivering an exceptional customer experience in every interaction.

The Service Management Engineer role will include, but not be limited to:

• Empower Customers and Colleagues: Deliver training, technical support and guidance to both peers and the wider business, ensuring customers and internal stakeholders receive clear, informative guidance through well-structured training materials and knowledge base articles.
• Own Customer Success in Incident Management: Take full ownership of Network based and B2B customer specific incidents being received by Customer Care 1st Line, working proactively to identify root causes, and work with the relevant parties for a resolution.
• Work as Part of a High Performing Team: Ensuring that internal and external communication channels are always supported and responses are within SLA.
• Ensure Seamless Service Delivery: Act as a trusted partner to customers and internal stakeholders by ensuring our services are delivered and maintained, aligned with customer and business expectations, SLAs, and our commitment to outstanding service.
• Always Proactive: Monitoring service performance and integrity using advanced management tools and systems. Perform regular maintenance, upgrades and configuration changes as required. Getting ahead of issues before they materialise.
• Prevent Recurring Issues: Play a key role in problem management by identifying patterns, implementing preventive measures, and continually improving the customer experience.
• Drive Order Delivery Success: Engage directly with customers in structured order delivery engagements, ensuring that work is completed efficiently and in alignment with their needs and expectations.
• Own and Execute Change Management: Manage change with precision and accountability, ensuring all are well-documented, peer-reviewed, and executed in line with best practices. This includes UAT support and understanding the impact of making changes to live environments.
• Maintain High Standards of Documentation: Create and maintain Network and B2B Customer specific documentation, including but not limited to, network diagrams, configurations, operational and customer specific processes documentation.
• Take Ownership of Issue Resolution: Triage and escalate issues as needed while maintaining ownership of the process, ensuring timely updates and striving for first-contact resolution where possible.
• Collaborate for Success: Engage across our internal departments and external third parties where required, to ensure seamless network and customer operations and swift resolution, always prioritizing customer satisfaction and communication.
• Deliver Exceptional On-Site Support: When required, provide hands-on installation and maintenance services, ensuring a positive experience for our B2B customers.