At HBNL, our mission is to bridge the digital divide by providing future-proofed, ultra-fast fibre broadband to underserved, rural communities across Scotland. We put people at the heart of everything we do, providing a dynamic, supportive environment where customer centricity is championed. That’s why our customers love our product, rating us Excellent on Trustpilot.
We’ve undertaken significant growth, but we’ve got big plans to do more. Join us to help shape the future of rural broadband in Scotland.
The role at a glance
The Service Delivery function is key to the successful delivery of our operations and ensures that customer installations and service visits are executed safely and to the highest standards.
We are looking for an experienced Service Delivery Manager to lead the end-to-end delivery of our fibre broadband services. Working at the heart of our operations, you’ll ensure our customers receive a reliable, high-quality service while driving continuous improvement across network, installation, and support functions. You will be responsible for overseeing all installations activity within your region. This will involve daily management of activities to ensure our customers are installed or serviced on time, safely, and with the best possible customer experience.
This role is ideal for someone who thrives in a fast-growing telecoms environment and is passionate about customer experience, operational excellence, and stakeholder management.
What you’ll do
* Manage field engineering teams within a designated area to ensure successful, efficient and high-quality broadband installations and in-life service to customers.
* Own and manage service delivery performance across fibre broadband products, from provision through to assurance.
* Be accountable for productivity, quality and efficiency, delivering all field engineering KPIs in line with the business plan on a daily basis.
* Develop field engineering teams to build a high-performance culture while ensuring strict adherence to company policies.
* Act as the primary point of contact for service-related issues and escalations.
* Ensure full compliance with company policies and maintain a safe working environment.
* Manage team productivity to ensure alignment with business needs.
* Provide coaching and performance management where standards are not met.
* Ensure consistent service delivery in line with HBNL policies and work instructions.
* Minimise stock damage and leakage through effective governance.
* Undertake weekly van audits covering CPE, consumables, equipment, and vehicle condition.
* Use customer interactions to generate additional leads through referrals.
* Take ownership of Highland Broadband’s reputation through excellent field service delivery.
What you’ll bring
* Proven experience in a Service Delivery Manager or similar role.
* Strong knowledge of fibre broadband networks, provisioning and fault management.
* Demonstrated ability to meet operational targets in a fast-paced environment.
* Excellent communication skills at all levels.
* A positive, curious mindset with a drive for continuous improvement.
#J-18808-Ljbffr