Our client is seeking a Service Delivery Manager to join their Operations / Service Delivery team, following the internal progression of a team member. This is a permanent role based in Guernsey and involves overseeing the end-to-end service delivery for live telecommunications and managed services. The successful candidate will be responsible for ensuring stability, performance, and availability across the customer estate while acting as the primary operational interface. This position requires building trusted relationships with senior stakeholders and ensuring compliance with SLAs, KPIs, and contractual obligations. The role also demands leadership during major incident management, as well as continuous service improvement initiatives. The candidate will be instrumental in supporting service transition and onboarding of new services, ensuring they are operationally ready.
Job Duties:
- Own end-to-end service delivery for live telecommunications and managed services.
- Act as the primary operational interface for clients, fostering trusted relationships with senior stakeholders.
- Ensure compliance with SLAs, KPIs, and contracts while proactively managing risks and service issues.
- Lead major incident management efforts, coordinating technical teams for swift service restoration.
- Drive problem management by identifying root causes and implementing long-term solutions.
- Govern change management activities to ensure safe and controlled delivery of changes.
- Provide regular service reports and conduct service reviews, highlighting performance trends and improvement plans.
- Coordinate across various teams (NOC, Engineering, Suppliers) to create a cohesive service experience.
- Identify and deliver continuous service improvement initiatives to enhance service quality and customer experience.
- Support the transition and onboarding of new services to ensure operational readiness.
Job Requirements:
- Proven experience in Service Delivery or Service Management within the telecommunications or IT industry.
- Strong understanding of telecommunications services, including WAN/LAN, Voice, Connectivity, and Cloud/Hosting.
- Experience managing live production services, including incident, problem, and change management processes.
- Demonstrated ability to manage relationships with senior client stakeholders and act as a trusted advisor.
- Solid experience in SLA/KPI management, service performance, and risk mitigation strategies.
- Experience in multi-supplier or outsourced environments.
- Strong knowledge of ITIL practices, including Incident, Problem, Change, and Service Level Management.
- Proven ability to lead major incidents and coordinate cross-functional teams.
- Excellent communication and stakeholder management skills, both technical and non-technical.
- A proactive and ownership-driven approach with accountability for service outcomes.
What You’ll Love:
This is an excellent opportunity for professionals looking to advance their career in service delivery within the telecommunications sector. Our client is dedicated to fostering a collaborative environment where continuous improvement and high-quality service are at the forefront. You will be part of a dynamic team that values your contributions and is committed to your professional growth. The role provides a platform for developing trusted relationships with clients and stakeholders, while making impactful contributions to service excellence.
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