Job Description

BCM One is looking for a Service Desk Manager to join our growing Pure IP team! At BCM One, we deliver best-in-class managed voice services to enterprise customers around the world. We're looking for a strategic, customer-focused Service Desk Manager to lead the operational delivery of 24x7 service desk support for our managed services clients. This is a high-impact role managing a global team and ensuring SLA adherence, exceptional support experiences, and process excellence.



In this role, you'll lead a team of Tier 1 support staff while coordinating with Tier 2/3 technical teams to ensure seamless support across incident, change, availability, and problem management. You'll also own performance metrics, vendor management, and service desk governance for some of our most complex and high-value customers.

Work Locations:

Hybrid, based out of our London office. Our team is typically in office 3 days per week with 2 days WFH. This position must live and be authorized to work in the United Kingdom; it is not eligible for relocation or sponsorship.

Hours:

9.00 to 17.30 with flexibility

Travel:

Less than 10% of international travel

What You Will Do:

Lead Global Managed Services Operations for a defined customer portfolio, ensuring SLA delivery, compliance, and client satisfaction. Manage a 24x7 Service Desk and operational staff focused on triaging and owning all service events through resolution and communication. Maintain Service Excellence, including escalation handling, operational process documentation, team training, and continuous service improvement. Partner with Technical and Vendor Teams to coordinate change activities, address service gaps, and maintain operational standards. Drive Governance and Reporting through performance metrics, service reviews, customer-facing reporting, and ongoing operational relationship management.

What You Will Need:

5+ years of experience managing service desk or operations teams in telecom, unified communications, or IT managed services environments. Strong understanding of SIP, SBCs, and network infrastructure, with a proven ability to lead complex voice service operations. Hands-on experience with ITIL frameworks (Foundation certification preferred) and familiarity with service management platforms like ServiceNow. Demonstrated success delivering against SLAs, managing customer-facing support functions, and driving continuous service improvement. Excellent organizational, documentation, and communication skills--including confident client-facing presentations and reporting. Professional, calm under pressure, and self-motivated with a focus on client relationship building and operational excellence. Bachelor's degree required; equivalent experience may be considered.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.



Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.



When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference. And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.



We Are a Team


We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth. We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.




Hard Work is Recognized


We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year. We believe in developing our team members and offer many opportunities for training, professional development and career growth.




Your Voice is Heard


We empower our team members to speak up and look for opportunities in challenges. We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

Competitive base salary Annual salary reviews Holiday entitlement (paid annual leave) Paid UK bank holidays Critical illness cover Income protection insurance Private medical insurance (PMI) Employer-matched NEST pension scheme Life assurance



BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.