Delt Shared Services Ltd
Connectivity & Communication Service Owner
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Connectivity & Communications Service Owner
Location: Hybrid – expectation to attend office twice a week (Plymouth/Exeter/Weston)
Salary: £60,000 p.a.
Contract: Full Time, Permanent
About the Role
At Delt, we are committed to delivering reliable, secure and high-performing technology services that enable our customers to operate effectively. We are looking for an experienced Connectivity & Communication Service Owner to lead the operational delivery, performance and continual improvement of our Connectivity & Communication services.
Reporting to the Head of IT Infrastructure, this role combines people leadership, service ownership and operational management. You will be accountable for ensuring that our connectivity and communication services remain resilient, supportable and customer-focused, while leading a skilled third-line technical team.
Working closely with the Connectivity & Communication Lead Architect, you will help ensure that operational delivery, technical direction and team capability are aligned, enabling the successful delivery of both business-as-usual and transformational objectives.
This is an excellent opportunity for a collaborative leader with strong service management experience and a passion for delivering outstanding customer outcomes.
What You'll Be Doing
- Lead and manage the Connectivity & Communication team, ensuring clear priorities, accountability and high standards of performance.
- Take ownership of recruitment, induction, performance management, development planning, wellbeing and succession planning within the team.
- Create a positive, inclusive and professional working environment where colleagues can thrive.
- Plan and allocate resources across incidents, requests, maintenance activities, service improvements and project commitments.
- Own and drive service performance, including service levels, availability, customer satisfaction and operational effectiveness.
- Ensure incidents and major incidents are managed effectively, including the completion of corrective and preventative actions.
- Build and maintain strong relationships with customers, stakeholders and suppliers.
- Collaborate with teams across Infrastructure, EUC, Hosting, Applications, Cyber Security, Field Support and Service Management to ensure seamless delivery.
- Ensure support documentation, knowledge articles, service procedures and escalation routes remain current and accessible.
- Drive operational readiness for new and changed services prior to acceptance into live service.
- Manage service risks, dependencies, supplier performance, configuration oversight and service continuity activities.
- Lead continual service improvement initiatives using operational data, customer feedback and service trends.
- Work closely with the Lead Architect on service roadmaps, lifecycle management, resilience planning, capacity requirements and technical risk management.
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What We're Looking For
We're looking for a strong service leader who can balance people management, operational delivery and customer engagement within a complex technical environment.
- Experience leading a network operations, infrastructure, or third-line support team within an enterprise or managed service environment.
- Strong people management experience, including recruitment, performance management, development planning and supporting colleague wellbeing.
- Proven experience owning service performance, customer outcomes, incident management, and continual service improvement.
- Ability to balance competing operational, maintenance and project priorities, making effective, evidence-based decisions.
- Strong stakeholder management skills, with the ability to build collaborative relationships across technical teams, customers, suppliers and service functions.
- Excellent written and verbal communication skills, including service reporting, customer communications and escalation management.
- Good understanding of IT Service Management practices, including incident, problem, change, request, knowledge, configuration, availability, capacity and service continuity management.
- Experience ensuring operational processes, documentation and support arrangements are effective, accessible and fit for purpose.
- Commercial awareness and experience managing supplier relationships and service delivery performance.
- Sufficient technical knowledge of networking and connectivity services to effectively lead operational delivery and service ownership activities.
- Relevant qualifications in IT service management, project delivery, supplier management or networking technologies would be advantageous.
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Why Join Delt?
At Delt, our people are at the heart of everything we do. We offer a collaborative and supportive working environment where innovation, continuous improvement and professional development are encouraged.
This role provides a fantastic opportunity to influence the performance and future direction of critical technology services while leading a talented team and making a real difference to our customers.
Benefits include:
- Generous holiday allowance of 25 days plus bank holidays
- Up to 12 flex leave days a year
- Matched contribution pension scheme up to 10% of salary
- Life assurance scheme
- Opportunities to buy and sell leave
- Employee shopping savings portal
- Opportunities for training to be funded by Delt
- EV salary sacrifice
- Performance Related Pay
- Employee assistance programme supporting mental and physical wellbeing
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