Role Overview
We’re on the lookout for a Service Manager to manage service partnerships with customers and suppliers to ensure service is delivered to agreed service levels, and that the desired business value is achieved. Produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed; use this as input into continual service improvement.
Responsibilities
Customer Engagement
* Own and report on Service Level Management
* Drive improvements with Service Improvement Plans (SIPs)
* Represent customers’ requirements and interests
* Drive continuous service improvement (CSI) and service development, Increasing customer satisfaction and Net Promotor Scores (NPS)
* Remain accountable for developing and maintaining an industry leading end-to-end service experience for customers
* Remain accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting etc
* Driving the performance of operational teams to support in‑life service delivery to customer
* Owning the relationship with key customer stakeholders for in‑life service
* Maintaining close engagement with associated sales teams
* Maintaining close engagement with key account managers for larger customers and supporting operational and service escalations.
* Engagement with aligned third party suppliers as appropriate.
* Support with customer complaints, ensuring they are managed promptly and effectively, with outcomes used to drive service improvement.
Supplier Engagement
* Working with product management and procurement, participate in supplier identification, evaluation, and selection
* Liaising with procurement to align service management with commercial management.
Management
* Driving, measuring, and collating appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood
* Capturing risks and ensure effective mitigation approaches are agreed and in place, escalating high/ very high risks
* Communicating major issues, escalating as required to reduce risk to SLA
* Collating service reporting documentation and ensuring it is available to all relevant stakeholders on a timely basis
* Participating in and chairing Service Relationship review meetings
* Regularly seeking and collating feedback from key stakeholders from both parties on service performance.
Improvement
* Initiating and managing Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance
* Using metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary
* Collaborating on general service and process improvement where relevant.
What we’re looking for
Your Skills
* Ability to communicate clearly and inclusively both verbally and in writing
* A strong sense of commercial awareness
* Confidence in a service management environment
* A proven ability to work in a structured and methodical way
* Positive assertiveness
* Desirable:
* Knowledge of Customer or Supplier Management in a wholesale environment
* ITIL Service Management certification.
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.
About us
At AllPoints Fibre Networks (APFN), we make access to the UK’s full fibre rollout seamless, scalable, and seriously stress‑free. We're a customer‑first, future‑ready network wholesaler. Empowering our partners with a frictionless route to the largest full fibre footprint in the UK.
We’re a team that values curiosity, ambition, and a get‑things‑done attitude. We’re fast‑paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you’re collaborating across teams, solving complex challenges, or celebrating success. You’ll find an environment where you can flourish and make a real impact.
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.
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