Service Delivery Manager

Job Description

Job Description

Company Overview:

At Aerowave Technologies, we measure success by the number of our clients' lives we connect. Our goal is to connect 75,000 lives in 2031, over 10x the number of lives we connected in 2021. We have provided safety and security technology solutions, specifically two-way radio systems and surveillance and access control solutions, to a diverse and growing base of blue-chip clients for over 20 years. We take enormous pride in our reputation for providing exceptional client service and highly value the relation-ships we've built with our clients.

Aerowave runs on the Entrepreneurial Operating System (EOS) to strengthen six key components of our business: Vision, People, Data, Process, Issues, and Traction.

Company Core Values:

We have built our culture around four Core Values:

1. Our Client is our North Star
   
   • We adapt and adjust to serve our clients above all else
2. Win Together
   
   • We encourage each other to make a positive impact every day
3. Continuous Improvement
   
   • We make a little progress every day, leading to BIG results
4. Deliver Solutions, Not Excuses
   • We solve challenging problems and hold ourselves accountable. We don't blame others.

We hire, review, reward, and recognize our coworkers based on these Core Values. It's critical that you share these values to succeed at Aerowave.

Position Summary:

The Service Delivery Manager (SDM) is a central and critical role within our Operations & Service department, responsible for overseeing the end-to-end delivery of two-way radio and surveillance solutions to our clients. From initial order intake through to project closeout, the SDM ensures that every engagement - whether a radio network deployment, a CCTV and surveillance installation, or an integrated communications solution - is delivered on time, within scope, and to the highest standard.
Acting as the primary liaison between clients, the sales team, and internal operations, the SDM brings structure, clarity, and accountability to every stage of the service lifecycle. This is a relationship-driven role that requires a confident communicator who understands the technical and operational demands of the two-way radio and surveillance industry.

Key Responsibilities:

Order & Service Management

• Manage all sales order types across the two-way radio and surveillance product portfolio, including equipment supply, system installation, maintenance contracts, and managed service agreements.
• Oversee all service stages from order confirmation through provisioning, installation, commissioning, and handover - maintaining clear visibility of progress across internal teams.
• Track active engagements against agreed timelines and deliverables, proactively managing delays related to equipment lead times, site access, licensing, or third-party dependencies.
• Maintain accurate records within CRM and service management systems, ensuring order status, client details, and delivery milestones are kept up to date.

Issue Resolution & Change Management

• Serve as the primary escalation point for solution issues arising during or after delivery, including radio coverage gaps, equipment faults, configuration errors, or surveillance system performance concerns.
• Coordinate with technical teams, engineers, and suppliers to resolve issues efficiently and minimize disruption to client operations.
• Assess and manage change requests - such as frequency programming changes, camera additions, or system reconfigurations - evaluating impact on scope, schedule, and cost before communicating outcomes to stakeholders.
• Document all issues, resolutions, and change decisions throughout the engagement lifecycle to support quality assurance and future reference.

Client Communication & Experience

• Determine and manage client communication requirements for each engagement, tailoring the frequency, format, and level of technical detail to the client's needs and capabilities.
• Serve as a trusted point of contact throughout the project lifecycle, keeping clients informed of progress, managing expectations, and addressing concerns promptly and professionally.
• Champion an exceptional client experience at every touchpoint - from the initial kick-off call through to system handover - ensuring clients feel supported and confident in their investment.
• Conduct post-delivery reviews and satisfaction check-ins to identify improvement opportunities, address any outstanding concerns, and strengthen long-term client relationships.

Scopes of Work & Project Initiation

• Author clear and comprehensive Scopes of Work (SOW) where required, detailing deliverables, site requirements, equipment specifications, installation timelines, testing and acceptance criteria, and client responsibilities.
• Ensure SOWs accurately reflect the technical requirements of each solution - whether a digital radio network, a body-worn camera deployment, a fixed CCTV system, or a combined communications and surveillance package.
• Facilitate project kick-off calls with clients and internal stakeholders, aligning all parties on objectives, timelines, site access requirements, health and safety considerations, and key contacts.
• Establish appropriate reporting frameworks and review cadences for each project, scaled to the complexity and duration of the engagement.
  Internal Coordination & Traffic Management
• Act as the central bridge between Sales, Operations, and the client - ensuring that commitments made during the sales process are clearly translated into operational delivery briefs.
• Coordinate scheduling of field engineers and installation teams, aligning resource availability with client site access windows and project milestones.
• Liaise with suppliers and distribution partners to manage equipment procurement, lead times, and delivery logistics for radio and surveillance hardware.
• Ensure that licensing requirements - such as Ofcom radio licenses or planning permissions for surveillance infrastructure - are identified early and managed through to approval.

Project Closeout

• Lead structured project closeout processes, including system testing sign-off, client acceptance documentation, as-built records, and formal handover of equipment, warranties, and user training materials.
• Ensure all post-installation documentation is completed - including programming records, camera layouts, network diagrams, and any relevant compliance or safety certificates.
• Conduct internal post-project reviews to capture lessons learned and feed insights back into process improvement across the operations team.
• Confirm that all financial, contractual, and administrative obligations are fulfilled prior to closing the engagement in internal systems.

SKILLS & EXPERIENCE:

Essential

• Proven experience in service delivery, project coordination, or operations management role - ideally within a technology, communications, or security solutions environment.
• Excellent communication and stakeholder management skills, with the confidence to engage clients ranging from site managers and security teams to senior operations and facilities leadership.
• Strong organizational skills with the ability to manage multiple concurrent projects at different stages of the delivery lifecycle.
• Demonstrated ability to identify problems, coordinate resolution across technical and commercial teams, and communicate outcomes clearly to clients.
• Experience producing Scopes of Work, project plans, or technical delivery documentation.
• Proficiency with CRM, project management, or service management platforms.

Desirable

• Experience working within the two-way radio industry, including familiarity with DMR, TETRA, or analogue radio systems, Ofcom licensing, and radio frequency planning.
• Knowledge of CCTV and surveillance systems, including IP camera networks, NVR/DVR platforms, analytics, and relevant data protection considerations (e.g. UK GDPR, CCTV codes of practice).
• Understanding of the sectors commonly served by two-way radio and surveillance solutions, such as construction, transport, hospitality, education, or public safety.
• Familiarity with project management methodologies such as PRINCE2 or PMP.

KEY COMPETENCIES:

• Client Focus Communication & Influence
  
  • Delivers an outstanding experience at every client interaction, from first brief to final handover Translates technical language into clear client-facing communication; builds trust across all levels
• Problem Solving Organization & Prioritization
  
  • Quickly identifies root causes - whether a coverage issue, a configuration fault, or a scheduling conflict - and drives resolution Manages multiple concurrent radio and surveillance deployments with structure, accuracy, and calm
• Collaboration Accountability
  
  • Works seamlessly across Sales, Engineering, and Operations to ensure nothing falls between teams Takes full ownership of each engagement from kick-off through to signed closeout - no loose ends

ADDITIONAL INFORMATION:

This job description provides a general overview of the responsibilities and requirements of the Service Delivery Manager role within our two-way radio and surveillance business. It is not exhaustive and may evolve in line with changes to our product portfolio, client base, or operational structure. The SDM may be required to undertake additional duties consistent with the level and nature of the position.