Service Delivery Manager

About the role

Superloop's Operations unit maintains and supports its products and internal technical infrastructure so that customers receive the best possible service, from home broadband to international wholesale. The Service Delivery Manager leads the delivery of customer services and projects across the Superloop portfolio, coordinating internal teams, customers, suppliers and third-party vendors to deliver on time, within budget and to agreed quality standards. The role owns the delivery lifecycle end to end, managing risks, resolving issues and driving customer outcomes.

Key responsibilities

• Coordinate resources, activities and communications to deliver services on time in line with service levels and customer commitments.
• Liaise with suppliers, customers and internal stakeholders to ensure order accuracy, progression and successful completion.
• Manage the procurement and availability of equipment needed for service delivery.
• Oversee the end-to-end lifecycle of customer orders, including accurate tracking, completion and handover to the Billing team.
• Maintain accurate records through regular updates to reporting systems and Network Management Systems (NMS).
• Identify, investigate and resolve issues affecting order fulfilment, escalating risks where necessary.
• Act as the central point of contact for service delivery, communicating clearly and proactively with internal and external stakeholders.

Required profile

• 3+ years' experience in a customer service or customer-facing role.
• Strong, confident communication skills and the ability to take ownership and work autonomously.
• Highly organised, with strong stakeholder management skills; customer-focused.
• Project management experience and experience in telecommunications or technology are desirable.

Required skills

• Experience using Salesforce.
• Strong attention to detail.

What we offer

• Free home broadband and a free mobile SIM plan.
• Flexible working, 3 days per week in the office.
• Lunch on Wednesdays, snacks and donuts.
• A diverse and inclusive workplace.