Service Delivery 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 is a trusted delivery partner 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 (in 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.
• 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.
• 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.