Commsworld
Service Delivery Manager
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DIVISION/BUSINESS UNIT: Service Management
REPORTS TO: Head of Service
OFFICE BASE: Edinburgh / Hybrid, with regular UK-wide travel
SALARY: Dependent on experience
Role Overview
You will be the single point of contact for your portfolio of customers, owning the end-to-end service relationship for each. Unlike a traditional service manager role, you will be involved from the earliest stages of each opportunity and deployment – helping Sales shape solutions, making sure new services are designed to be supportable, and guiding them through delivery into live service. You will not be the Project Manager; you will work alongside Project Managers as the customer’s service voice, ensuring that what we build is what the customer needs and that it transitions cleanly into operation. Once live, you will be accountable for service performance, SLA attainment, reporting and continual improvement.
Key Responsibilities
As a minimum you may be required to undertake all or some of these activities as required:
Customer Relationship & Single Point of Contact
- Act as the single point of contact for a portfolio of customers across all Commsworld services, programmes and opportunities in the UK.
- Build trusted relationships at operational and senior levels, understanding each customer’s business priorities, their end users and how Commsworld supports them.
- Own the account governance rhythm for each customer: regular service reviews, monthly service reports and escalation management.
- Manage competing demands and priorities across multiple customers, internally and externally, and handle complex complaints with confidence and empathy.
- Be the customers’ advocate within Commsworld, coordinating Service, Network Operations, the Customer Management Office (CMO), Order Management and Delivery teams.
Sales & New Opportunity Support
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- Work closely with Sales and Account Management to identify, qualify and develop new opportunities with existing and new customers across the UK.
- Support bids, proposals and solution design with service input: service descriptions, SLAs and KPIs, support models, operational costs and risks.
- Attend customer meetings and workshops with Sales, bringing credibility on service and operational delivery.
- Use insight from live service to spot opportunities for growth, extension and improvement.
Early-Stage Delivery & Service Transition
- Engage from the earliest stages of each new deployment, working alongside the Project Manager (who owns project delivery) as the service lead.
- Ensure new services are designed for operation: support and escalation models, monitoring, documentation, spares, access arrangements and handover criteria.
- Represent the customer’s service requirements in design reviews, planning and acceptance.
- Own service readiness and acceptance into live service through Commsworld’s Service Transition processes, ensuring the quality of what is brought into support.
Service Management & Performance
- Hold a clear understanding of each customer contract and be accountable for delivery to contractual terms, including SLA attainment.
- Oversee the management and prioritisation of incidents, problems, changes and service requests on behalf of your customers, ensuring effective resolution, root cause analysis and actions to prevent recurrence.
- Produce and present performance metrics, analysis and recommendations to the customer and internal stakeholders.
- Manage service risks and issues, escalating where necessary.
Continual Service Improvement
- Own Continual Service Improvement plans for each customer, internally and with the customer.
- Feed lessons learned from live service back into design, delivery and bid processes so each new deployment is better than the last.
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Essential Skills & Knowledge
- Demonstrable experience in an IT or telecoms Service Delivery Manager role, ideally as the lead contact for multiple strategic customer accounts.
- Experience of network and connectivity services in a complex, multi-service environment (e.g. fibre, wireless, mobile/neutral host or managed network services).
- Track record of being involved in the early stages of delivery – service design, readiness and transition into live service – working alongside project managers.
- Experience supporting Sales with new opportunities, bids and proposals, including defining SLAs, KPIs and support models.
- Strong understanding of contracts, SLAs and service performance reporting.
- ITIL certification (v3 or v4 Foundation as a minimum; Practitioner-level or higher recommended).
- Excellent communication and stakeholder management skills, with the confidence to present to senior customer stakeholders.
- Full UK driving licence and willingness to travel across the UK.
Desirable
- Experience working with neutral host, infrastructure or shared-network providers.
- Awareness of project management methods (e.g. PRINCE2) and how service fits into the project lifecycle.
- Commercial awareness, including understanding of service cost models and margins.
- Experience working within ISO 9001 and ISO 27001 environments.
Personal Attributes
- Customer-first mindset with a strong sense of ownership.
- Proactive and structured; comfortable managing multiple customers, opportunities and deployments at once.
- Calm and credible under pressure, able to handle difficult conversations with empathy.
- Collaborative team player who builds strong relationships across the business.
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