About us
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking an engineer just wasn’t an option. That problem isn’t exclusive to the military either; students in university accommodation, families visiting holiday resorts, or people in shared and retirement communities also face issues because conventional home broadband doesn’t always work for them. Wifinity offers the same benefits as traditional broadband—super‑fast speeds, Wi‑Fi, and secure and private networks—without the downsides. We even provide Pay As You Go and flexible contracts so customers only pay for what they need, without hefty penalties or long terms, taking the complexity out of connectivity.
The opportunity
We are looking for an experienced Senior Service Delivery Manager (Defence) to join our team. You will provide a high level of service through day‑to‑day engagement and relationship building, budget management, service performance reporting, problem & issue management and continuous improvement. Your strong interpersonal and leadership skills will help us consistently deliver excellent customer service to end users.
Key areas of focus
As part of our client team you will be responsible for customer satisfaction for the direct client, their users and the stakeholder community, ensuring exceptional end‑to‑end service in line with contracted terms. You will work with program managers, service delivery managers, support teams and managed services teams to provide an outstanding customer experience.
Core responsibilities
* Work with finance and delivery teams to ensure accurate billing, minimise disputes and payments in line with contract terms.
* Produce monthly and quarterly customer‑facing financial summaries for actuals, forecasts, program delivery and ongoing service.
* Act as first point of contact for external service enquiries and escalations.
* Ensure timely and quality responses to customer queries.
* Schedule and chair customer meetings, including regular service reviews with key stakeholders.
* Build and maintain good customer relationships across key markets.
* Track performance against SLA obligations and review results regularly.
* Produce regular service reports and quality documentation covering SLAs, incidents and problems.
* Analyse and present service data to customers through reports and service reviews.
* Identify trends and opportunities for improvement using service data and customer feedback.
* Manage internal stakeholders through regular reporting and engagement.
* Improve customer experience through design and implementation of CSIPs.
* Coordinate with operations teams to carry out tasks in a timely manner aligned with customer expectations.
* Use customer knowledge to identify areas of success and improvement.
* Act as liaison for incident and change management processes, ensuring minimal impact on services.
* Identify and assess customer needs to achieve and exceed satisfaction.
* Maintain sustainable relationships with customers through open, interactive communication.
* Handle customer queries, offering appropriate solutions within the expected timeframe and following up to ensure resolution.
About you
You are a hungry, energetic individual with a real passion for delivering excellent customer experiences. You value strong relationships and can engage with people at all levels, putting the customer at the heart of everything you do. You thrive in a team environment and enjoy building relationships with others.
Qualifications & experience
* Strong understanding of the defence sector.
* Excellent leadership skills, able to engage individuals across all levels of an organisation.
* Strong written and verbal communication abilities, able to analyse and present complex data clearly and concisely.
* Detail‑oriented, able to analyse information from diverse sources.
* Capable of working independently and as part of a fast‑paced team.
* A people person who enjoys building relationships at all levels.
Professional experience
* Experience in service delivery management in the Wi‑Fi market or telecommunications industry.
* Understanding of ITIL best practices, particularly Incident, Problem & Change.
* Proven record of producing quality service reporting.
* Understanding of budget and P&L reporting.
* Experience in stakeholder management, including attending service reviews.
Nice to have
* Understanding of networks, specifically Wi‑Fi and wired internet solutions.
* Experience working with Layer 2 circuit suppliers such as Openreach, SKY, Talk Talk.
* Understanding of consumer insight methodologies.
We offer
A competitive salary and benefits package, including an ‘Annual Leave Buy & Sell Scheme’, and a remote‑first working environment that promotes a healthy work/life balance. Successful applicants will receive an offer subject to the satisfactory completion of a basic DBS check.
Equal opportunities
At Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics identified by law, including sexual harassment. We treat candidates and employees with courtesy, dignity and respect.
This advert can be available in other formats upon request—please contact jobs@wifinity.co.uk for assistance.
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