Managing the end-to-end provisioning of fibre and voice services through supplier platforms such as Openreach, BT Wholesale, and CityFibre
Monitoring order progress, milestones, and delivery timelines, ensuring proactive escalation where needed
Supporting fault management, including diagnostics, troubleshooting, and resolution of subscriber issues
Acting as a specialist point of contact for service delivery queries and escalations
Collaborating with suppliers and internal stakeholders to resolve blockers and improve delivery performance
Producing reports, action logs, and insights for stakeholders and senior leadership
Supporting BAU handovers and contributing to continuous improvement initiatives
Identifying recurring issues, performing root cause analysis, and driving long-term fixes
Contributing to operational documentation, processes, and system improvements

Strong experience in telecoms service delivery, provisioning, or technical support
Confident in a fast-paced, operational environment with multiple stakeholders
Ability to communicate complex technical concepts clearly and effectively
Proactive, solutions-focused, and comfortable owning issues through to resolution
Highly organised, adaptable, and able to prioritise competing demands
Strong knowledge of telecoms products such as SoGEA, FTTP, Ethernet, or VoIP
Experience with Openreach and wholesale supplier portals and provisioning processes
Fault diagnostics and troubleshooting capability
Stakeholder management and escalation handling experience
Excellent analytical and problem-solving skills
Experience producing reports, documentation, and process improvements.

Service Delivery and Support Specialist

Key skills