The Service Delivery and Support Manager at AllPoints Fibre Networks will lead and develop the Service Delivery and Support team, overseeing the end-to-end lifecycle of fibre and voice services while driving service quality, operational performance, and continuous improvement across provisioning and in-life support.
What you will be doing:
- Leading, developing, and managing a high-performing Service Delivery and Support team
- Driving operational performance across provisioning, activation, and in-life support of subscriber services
- Monitoring SLAs, KPIs, and operational metrics to ensure consistent service quality and customer satisfaction
- Providing senior escalation support for complex service delivery and fault scenarios
- Managing relationships with upstream carriers and network suppliers, ensuring delivery and fault resolution commitments are met
- Identifying and implementing improvements in service delivery processes, automation, and operational efficiency
- Producing performance reporting and insights for senior leadership, using data to drive decision-making
- Collaborating cross-functionally with Product, Commercial, and Operations teams to support service development and launch readiness
- Supporting operational scalability to enable business growth
About you:
- You have strong experience in telecoms or ISP service operations, with a proven track record of leading teams
- You’re confident managing complex operational environments with multiple stakeholders and competing priorities
- You’re a natural leader who motivates, develops, and inspires high-performing teams
- You bring a strategic mindset, while remaining hands-on and delivery-focused
- You are highly organised, decisive, and comfortable owning outcomes in a fast-paced business
- You are passionate about improving service performance and delivering excellent customer experiences
Your Skills:
- Strong understanding of broadband technologies, including FTTP and Ethernet services
- Deep knowledge of service delivery, provisioning workflows, and fault management practices
- Proven leadership and people management capability
- Ability to manage escalations, suppliers, and operational risk effectively
- Strong analytical skills with experience using data to drive performance improvements
- Excellent communication and stakeholder management skills
- Ability to translate strategy into operational execution
- Experience working within wholesale telecoms or partner-led environments
Benefits
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.
Diversity, Equity and Inclusion
- 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.
