Job Description

We are seeking an experienced and highly motivated

Service Delivery Manager (SDM)

to lead and oversee end-to-end service delivery, with a particular focus on

project delivery

and

number porting

. This role requires a strategic thinker with a strong background in telecommunications or IT service management, capable of leading cross-functional teams and ensuring projects are delivered on time, within scope, and to the highest quality standards.

Key Responsibilities

1. Service & Project Delivery

Lead the successful delivery of telecoms (VoIP) and IT projects from initiation through to completion. Manage timelines, risks, and resource allocation to ensure seamless execution of projects. Act as the main point of contact for stakeholders, providing regular updates on project status and service performance. Ensure adherence to SLAs, KPIs, and contractual obligations.

2. Number Porting

Oversee and manage the number porting process, ensuring regulatory compliance and coordination with carriers. Lead the porting team to execute port orders efficiently and handle escalations or exceptions effectively. Establish and maintain best practices for porting workflows and documentation.

3. Team Leadership & People Management

Lead, mentor, and develop the service delivery and porting teams, creating a high-performance culture. Provide coaching, training, and performance feedback to ensure continual development of team members. Promote collaboration between departments including engineering, support, and customer success.

4. Process & Continuous Improvement

Identify and implement process improvements to enhance service delivery efficiency and quality. Use data and feedback to inform decisions and drive a culture of continuous improvement. Ensure compliance with internal standards, procedures, and industry regulations (e.g., Ofcom, GDPR).

Skills & Experience Required:

Proven experience in a Service Delivery, Project Management, or Operations role within telecommunications or IT. Strong knowledge of number porting procedures. Excellent leadership, people management, and communication skills. Demonstrable experience in managing projects with multiple stakeholders.

Preferred:

Prince2, PMP, or ITIL certification. Experience using service management tools (e.g., Zoho, Asana). Background in VoIP or hosted telephony environments.
Job Types: Full-time, Permanent

Pay: 40,000.00-45,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking
Schedule:

Monday to Friday No weekends
Ability to commute/relocate:

Bolton BL1 2HB: reliably commute or plan to relocate before starting work (required)
Experience:

IT: 3 years (required) Telecommunication: 2 years (required) VoIP: 2 years (preferred) Team Management: 1 year (preferred)
Work Location: In person