The Service Manager is responsible for ensuring the smooth and efficient delivery of operational services to a portfolio of assigned customers. Acting as the primary service contact, the SM builds trusted relationships, ensures service levels are met, manages escalations, and drives continuous improvement in collaboration with internal delivery teams. This role also includes the line management of Service Delivery Executives, supporting their development and ensuring consistency in service support and reporting. Key Responsibilities: Customer Engagement & Service Governance Act as the main point of contact for allocated customer accounts, maintaining senior-level relationships and ensuring service issues are resolved swiftly and effectively. Lead service reviews and reporting cycles for key accounts, presenting performance, risk, and improvement plans. Drive customer satisfaction, loyalty, and retention through high-touch engagement and proactive service delivery. Lead monthly customer review meetings and collate associated performance packs for issue to customer. Operational Excellence Monitor and report on service levels, SLAs, and KPIs across accounts and teams. Lead problem management and root cause analysis for any systemic issues affecting service delivery. Collaborate with internal teams (e.g. Operations, Field Engineering, NOC) to ensure operational alignment and continuous improvement. Collaborate with finance and commercial teams to ensure accurate billing, margin management, and service profitability. Ensure robust governance and compliance with all contractual and regulatory requirements. Prepare and deliver regular service reports, identifying key metrics, trends, and areas of improvement. Identify opportunities for service improvement, automation, and cost efficiency. Support the onboarding of new services/customers and smooth transition into BAU service. Service Improvement & Transformation · Identify opportunities for service innovation and operational efficiency. · Drive continuous improvement initiatives to enhance service quality and reduce cost. · Oversee the implementation of new systems, tools, or processes that improve service delivery. · Own customer communication and coordination during major incidents. · Drive post-incident reviews and ensure problem management actions are completed. · Manage customer change requests and ensure clear documentation and communication across teams. Collaboration & Coordination Work closely with internal delivery teams including NOC, Engineering, Logistics, and Projects to ensure seamless service delivery. Act as the voice of the customer within the business, ensuring customer expectations and commitments are understood. Support onboarding of new services or customers into business-as-usual support. Reporting & Continuous Improvement Prepare and deliver regular service reports, identifying key metrics, trends, and areas of improvement. Provide input to account plans and service strategy in collaboration with Sales and Account Management teams. Identify opportunities for service improvement, automation, and cost efficiency. Support the onboarding of new services/customers and smooth transition into BAU service. About You · Proven experience in a Service Delivery Manager or similar role in the Telecoms or digital infrastructure sector. · Strong customer relationship management and stakeholder engagement skills. · Experience leading or mentoring team members and managing direct reports. · Operational knowledge across incident, problem, and change management. · Excellent communication, data presentation, and conflict resolution abilities. · Familiarity with ITIL or similar service management frameworks (Foundation certification desirable). About Us At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.