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.