At a Glance
- Tasks: Lead service delivery and ensure top-notch IT and telecoms services for our customers.
- Company: Join MLL Telecom, a leader in network integration and innovation.
- Benefits: Competitive salary, career growth, and the chance to work with major UK networks.
- Other info: Dynamic role with opportunities to work closely with key stakeholders and drive service improvements.
- Why this job: Make a real impact on communication services that support vital public sector organisations.
- Qualifications: Experience in service delivery management and strong customer relationship skills.
The predicted salary is between 50000 - 60000 £ per year.
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.
Purpose of role and Ideal Candidate Details
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.
Job responsibilities & Areas of Knowledge and Expertise
- Act as the primary operational interface between the customer, on-site support teams and MLL's 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.
Service Delivery Manager - Essex Region in Marlow employer: Workcircle
MLL Telecom Ltd is an exceptional employer, offering a dynamic work environment in the Essex region where innovation meets collaboration. With a strong focus on employee growth and development, we provide opportunities for our team members to enhance their skills while working on critical projects that support vital services like the NHS. Our culture promotes teamwork and operational excellence, ensuring that every employee feels valued and empowered to make a meaningful impact in the telecommunications sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager - Essex Region in Marlow
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Workcircle 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 Workcircle.
✨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 Region in Marlow
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 Workcircle.
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 Workcircle.
How to prepare for a job interview at Workcircle
✨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.
