Site Access Service Manager (Outsourced)
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As the gateway to Cellnex’s extensive estate of 13,500 sites, Site Access plays a critical role in enabling seamless operations across our network. Each year, the Site Access team processes approximately 220,000 site access requests, ensuring our customers and their nominated suppliers can operate efficiently and securely.
In this role, you will take ownership of managing our trusted external partner, who delivers Site Access and accreditation services on behalf of Cellnex. The role requires strong leadership to ensure that processes run smoothly, operational performance meets the highest standards, and customer service remains exceptional.
Beyond day-to-day operations, the Site Access Manager will champion Continuous Improvement initiatives, driving governance and innovation in process and systems enhancements. This position requires an experienced service leader who thrives in a fast-paced environment, with a proven ability to manage operations at scale.
This role offers the opportunity to make a significant impact on Cellnex’s business success and customer satisfaction. You will be at the heart of ensuring our Site Access function operates seamlessly and efficiently.
This is a hybrid position based at our welcoming offices in Reading, Leamington Spa or Manchester; with three days in the office and two days working from home.
We welcome applications from everyone. If you require any adjustments during the recruitment process, please let us know—we’re here to support you.
Key Responsibilities
* Management of an external service partner against defined SLAs/KPIs to ensure that the operational delivery team meets the expectations and requirements set out in the supplier contract
* Accountable for implementing supplier governance, performance management and relationship management
* Working closely with the supplier to form a partnership approach and ensure that supplier is providing excellent customer service to Cellnex customers
* Ensure Cellnex and its customers receive excellent and consistent service levels achievement
* Build excellent working relationships with Cellnex’s customers to understand their challenges and translate to successful outcomes.
* Manage Continuous Improvement project activity with the supplier and implement improvement projects which improve operational capability and delivery
We Offer
* Step into a role that values your expertise and supports your career development.
* Be part of a collegiate team that supports a growth mindset.
* Amongst other benefits -
* 28 days annual leave plus bank holidays
* 10% / 20% target annual bonus
* Enhanced Maternity, Paternity & Adoption leave offering; 26 weeks full basic pay for Maternity leave, followed by 13 weeks SMP – Enhanced leave is intended for all parents, whatever your family setup is.
* Income protection & Life assurance
* Hybrid working model (3 days in the office, 2 days remote)
Experience
* Demonstrated expertise in site access processes and procedures relating to neutral host or mobile network operator portfolios, or comparable large-scale, distributed infrastructure access management operations
* Experience of outsourced service delivery partner arrangements and contract management
* Experience of operating in a 'governance' environment such as Health & Safety or Quality essential
* Knowledge of ITIL Service Lifecycle principles would be preferred, in particular:
Don’t worry if you don’t meet every requirement. We’re building a workplace where everyone can thrive. If this role excites you, we encourage you to apply, even if your experience doesn’t tick every box.
Equity, Diversity & Inclusion
Cellnex Telecom is a leader in communication, technology and innovation and employs over 2000 people. We want everyone to feel valued by creating a culture of inclusion and belonging. We do this by empowering all our people to be authentic and share their ideas and experiences to ensure we have diversity of perspective. Only by doing this will we be a truly innovative forward-thinking organisation.
Agency Notice
Please note that agency support is not required for this role, and unsolicited candidate submissions will not be considered. All candidate referrals must be submitted through our Applicant Tracking System (ATS).
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