Service Delivery Director

Overview

First Point Group is recruiting for a Senior Manager of Optical & Access Networking Services on behalf of an established global telecommunications technology vendor delivering advanced fibre access and optical networking solutions across the UK and international markets. The successful candidate will have extensive Optical and Access Networking service delivery and post-delivery / customer care management experience. Additional requirements include proven leadership of programme/project teams
, and strong P&L management
.

This is an outstanding opportunity to join a market-leading organisation at the forefront of next-generation fibre and optical network innovation. You will play a pivotal leadership role, owning strategic customer relationships and driving service excellence across major UK accounts. With full accountability for operational performance and profitability, this role offers real influence, visibility at a senior level, and the chance to shape service delivery strategy within a fast-evolving telecoms landscape.

We anticipate that the succesful candidate will have 20+ years of telecoms experience, especially within transmission (optical & access networking services).

***** PLEASE NOTE - sponsorship cannot be provided. Candidates must live in the UK with valid rights to work.

• Lead Services delivery across the UK & Ireland market
• Accountable for overall service delivery management and operations within the assigned market and customer base.
• Responsible for successful execution performance, customer satisfaction, and financial outcomes.
• Leads a regional team of Service Program Managers and Professional Services professionals delivering project management, design, implementation, consulting, and support services.
• Owns the end-to-end services delivery lifecycle.
• Acts as the senior escalation point for customers across network support, maintenance, and professional services contracts.
• Holds full P&L responsibility for the services business within the assigned accounts/market.

• Lead and develop a team of Service Program Managers and Professional Services engineers.
• Define, tailor, and execute the services delivery strategy in line with market business plans.
• Ensure compliance with agreed service delivery models, governance frameworks, and operational standards.
• Drive overall service delivery performance and operational excellence.
• Ensure appropriate resource capacity and capability planning to meet delivery timelines.
• Manage customer relationships across all phases of service delivery, continuously improving satisfaction levels.
• Build strong relationships with customer technical leadership and executive stakeholders.
• Lead and coordinate local service quality improvement initiatives.
• Identify and develop additional services growth opportunities within existing accounts.
• Ensure adherence to internal quality systems, procedures, and best practices.

• Contract fulfilment and service delivery performance
• Service quality and transactional customer satisfaction
• Customer Satisfaction Index (CSI)

• Strong background in telecommunications infrastructure, particularly Fibre Access and Optical Networks
  .
• Extensive experience in customer programme/project management or aftersales service management within the telecoms sector.
• Demonstrated leadership experience managing high-performing teams.
• Proven track record delivering complex service projects successfully.
• Experience managing customer escalations both internally and externally.
• Excellent written and verbal communication skills with strong customer-facing capability.
• Ability to build trusted relationships at all organisational levels, including VP/C-suite stakeholders.
• High level of initiative with the ability to perform under customer pressure.
• Strong organisational skills and attention to detail.
• Positive, proactive attitude with a strong work ethic.