Own end to end service delivery for live telecoms and managed services, ensuring stability, performance and availability across the customer estate.
Act as the primary operational interface for the client in Guernsey, building trusted relationships with senior stakeholders.
Ensure SLA, KPI and contractual compliance, proactively managing risks, service issues and escalations.
Lead major incident management, coordinating technical teams to restore service quickly and minimise impact to critical services.
Drive effective problem management, identifying root causes and implementing long-term fixes to improve service resilience.
Govern and oversee change management activities, ensuring safe and controlled delivery of changes into production environments.
Provide regular service reporting and service reviews, including performance trends, risks and improvement plans.
Coordinate across multiple teams (NOC, Engineering, Suppliers, etc.) to deliver a joined-up service experience.
Identify and deliver continuous service improvement initiatives to enhance service quality, efficiency and customer experience.
Support service transition and onboarding of new services, ensuring they are fully operationally ready and aligned to support models.

Proven experience in Service Delivery / Service Management within a telecoms or IT managed services environment.
Strong understanding of telecommunications services (e.g. WAN/LAN, voice, connectivity, hosting or cloud services).
Experience managing in-life services in production, including incident, problem and change management.
Ability to operate as a trusted advisor to enterprise / corporate clients, engaging confidently at senior stakeholder level.
Strong operational awareness of service assurance, including uptime, resilience, performance and risk management.
Experience working with multi-supplier and outsourced delivery models.
Solid understanding of ITIL frameworks (Incident, Problem, Change, Service Level Management).
Commercial awareness with the ability to balance service quality, contractual obligations and cost control.
Strong communication, coordination and stakeholder management skills across both technical and non-technical audiences.
A proactive, ownership-driven mindset with a strong focus on service outcomes and accountability.

Service Delivery Manager

Key skills