Service delivery and support specialist

The Service Delivery and Support Specialist at AllPoints Fibre Networks will drive the end-to-end lifecycle of fibre and voice services, managing provisioning, order progression, and in-life fault resolution across SoGEA, FTTP, Ethernet, and VoIP products while acting as a key technical expert for internal teams and supplier partners.

What you will be doing:

• Managing the end-to-end provisioning of fibre and voice services through supplier platforms such as Openreach, BT Wholesale, and CityFibre
• Monitoring order progress, milestones, and delivery timelines, ensuring proactive escalation where needed
• Supporting fault management, including diagnostics, troubleshooting, and resolution of subscriber issues
• Acting as a specialist point of contact for service delivery queries and escalations
• Collaborating with suppliers and internal stakeholders to resolve blockers and improve delivery performance
• Producing reports, action logs, and insights for stakeholders and senior leadership
• Supporting BAU handovers and contributing to continuous improvement initiatives
• Identifying recurring issues, performing root cause analysis, and driving long-term fixes
• Contributing to operational documentation, processes, and system improvements

About you:

• You have strong experience in telecoms service delivery, provisioning, or technical support
• You’re confident working in a fast-paced, operational environment with multiple stakeholders
• You communicate complex technical concepts clearly and effectively
• You are proactive, solutions-focused, and comfortable owning issues through to resolution
• You thrive in collaborative environments and enjoy driving continuous improvement
• You are highly organised, adaptable, and able to prioritise competing demands

Your Skills:

• Strong knowledge of telecoms products such as SoGEA, FTTP, Ethernet, or VoIP
• Experience with Openreach and wholesale supplier portals and provisioning processes
• Fault diagnostics and troubleshooting capability
• Stakeholder management and escalation handling experience
• Excellent analytical and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage workloads, meet deadlines, and deliver high-quality outputs
• Experience producing reports, documentation, and process improvements

About us:

At AllPoints Fibre Networks (APFN), we’re transforming how the UK connects. As a next-generation full fibre network wholesaler, we make accessing the UK’s largest fibre footprint simple, scalable, and seamless through our powerful, API-driven platform, aquila.

We put our customers and partners at the heart of everything we do, enabling them to move faster, scale smarter, and deliver exceptional connectivity experiences. Our environment is collaborative, fast-paced, and driven by innovation, where curiosity is encouraged and ideas turn into action.

We’re a team that’s ambitious, supportive, and genuinely passionate about what we do. Whether you’re tackling complex challenges, working cross-functionally, or contributing to meaningful change in the telecoms landscape, you’ll be empowered to grow, make an impact, and thrive at APFN.

The benefits at APFN...

At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

Our commitment to Diversity, Equity and Inclusion...

At AllPoints Fibre, diversity makes us stronger. We’re building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We’re committed to:

• Fair pay and equal opportunities for all
• Supporting underrepresented groups through our Women in Telecoms Network
• Investing in future talent with our apprenticeship scheme and mentorship programmes
• Ensuring every employee completes Equality, Diversity & Inclusion training
• Creating a culture where every voice is heard and everyone has the opportunity to grow

We welcome applicants from all backgrounds and experiences. If you’re excited about this role but don’t meet every single requirement, we still encourage you to apply — we’d love to hear from you.

Next steps

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

If you require any reasonable adjustments to be made during your interview process, please tell us in your application or reach out for a discussion about how we can accommodate you in the selection process.