Telecom Support Service Delivery Manager (SDM)

Role Overview

The Telecoms Service Delivery Manager is responsible for overseeing the end-to-end delivery of telecoms services across support desk, engineering, scheduling, procurement and field dispatch operations. This role ensures high service quality, operational efficiency, and effective stakeholder communication, including executive-level reporting in a fast paced environment.

Key Responsibilities

• Lead and manage telecoms service delivery across support desk, NOC, field engineers, and scheduling/dispatch teams.

• Ensure timely resolution of incidents, service requests, and escalations in line with SLAs and KPIs.

• Coordinate cross-functional teams to deliver consistent and high-quality telecom services.

• Oversee resource planning, scheduling, and dispatch to optimize engineer utilization.

• Implement and maintain service management framework (ITIL preferred).

• Act as a primary escalation point for critical incidents (P1/P2 outages).

• Implement and maintain an on-call Rota to satisfy all product ranges supported.

• Drive continuous improvement initiatives to reduce case volumes and improve service performance.

• Prepare and deliver weekly executive reports / dashboards and presentation decks with performance insights.

• Manage customer relationships and ensure high levels of client satisfaction.

• Monitor and report on key service metrics, including case volumes, resolution times, and SLA compliance.

Technical Requirements

• Strong telecoms background including Legacy equipment such as Nortel, Avaya, Mitel, NEC, ComXchange, SIP, VoIP, WAN/LAN, MPLS, SD-WAN, monitoring and cloud communications.

• Understanding of carrier services, networking infrastructure, and telephony systems.

• Experience with ticketing systems such as MS Dynamics, Connectwise, ServiceNow, monitoring tools Auvik, Virsae, and reporting platforms MS BI etc.

• Ability to analyze technical issues and provide guidance to engineering teams.

• Familiarity with Microsoft, Cisco, Avaya, ClearlyIP and other telecom/network vendors is advantageous.

Leadership & Communication

• Proven leadership in managing multi-disciplinary technical teams.

• Excellent communication skills with the ability to engage both technical and non-technical stakeholders internally or externally.

• Experience presenting to the executive leadership and producing C-level reporting decks.

• Strong organizational skills with the ability to manage competing priorities.

• Very strong communications skills in an engineering environment

Qualifications & Experience

• 5–10 years' experience in telecoms and IT service delivery roles.

• Previous experience managing support, engineering, and dispatch teams.

• ITIL certification advantageous.

• Relevant telecoms or networking certifications (CCNA/CCNP or equivalent desirable).

Key Deliverables

• Weekly executive reporting deck with performance analysis and improvement recommendations.

• Service performance improvements across SLAs and KPIs.

• Reduction in incident volumes through proactive management.

• Improved resource utilization across engineering and field teams.