- Job Title: Senior Service Manager – Broadband (Wholesale)
- Location: Reading (Hybrid – 2–3 days office-based)
- Department: Service Management / Customer Operations
- Reports To: Head of Service Delivery
- Salary: Competitive + benefits
About the Role
We’re looking for an experienced Senior Service Manager to take ownership of end‑to‑end service performance across our wholesale broadband customers. You’ll be the key interface between our wholesale partners and internal operational teams—ensuring we consistently deliver exceptional service, uphold SLAs, and drive continuous improvement across our fibre and connectivity portfolio.
This is a high‑visibility, customer‑facing role requiring strong leadership, commercial acumen, and deep knowledge of broadband / telecoms service operations.
Key Responsibilities
- Act as the primary service lead for key wholesale broadband accounts, managing overall service performance and customer satisfaction.
- Monitor and deliver against agreed SLAs, KPIs, and contractual obligations.
- Lead service reviews with wholesale partners, presenting performance data, root cause analysis, and improvement actions.
- Oversee incident, problem, and change management processes, ensuring issues are resolved swiftly and effectively.
- Drive continuous improvement initiatives to enhance operational efficiency and service stability.
- Collaborate closely with Network Operations, Engineering, and Provisioning teams to ensure seamless end‑to‑end customer experience.
- Support the Head of Service Delivery in developing service strategies, policies, and performance frameworks.
- Handle escalations and complex service issues, providing leadership and clear communication to both internal and external stakeholders.
- Produce regular reports and insights on service performance, trend analysis, and customer health.
- Coach and mentor junior service managers to build a high‑performing, customer‑focused team culture.
Skills & Experience
- Proven experience as a Service Manager or Senior Service Manager within broadband, telecoms, or connectivity (wholesale / B2B preferred).
- Deep understanding of full fibre (FTTP/FTTH) technologies, provisioning, and service operations.
- Strong knowledge of ITIL processes – ideally certified at Foundation level or above.
- Excellent stakeholder management and communication skills, from technical teams to senior customer executives.
- Analytical mindset with the ability to translate complex data into actionable insights.
- Confident in leading service reviews, driving governance, and presenting at an executive level.
- Demonstrated ability to handle high‑pressure situations and resolve escalations effectively.
- Collaborative leader who thrives in a fast‑moving, hybrid working environment.
What We Offer
- Hybrid working model – typically 2–3 days per week in our Reading office.
- Competitive salary + annual bonus.
- Pension, private healthcare, and other core benefits.
- Opportunity to influence service strategy and shape the customer experience across our growing wholesale network.
- Supportive, inclusive culture focused on innovation and customer excellence.