Service Delivery Manager

CompanyWavenet

LocationLondon, England, United Kingdom

Posted At3/6/2026

UK Visa Sponsorship Analytics

Occupation Type

IT managers

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£55,000 (£28.21 per hour)

Occupation rate applies

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Description

Company Description

Wavenet is an award-winning communications solution provider, delivering high-quality, high-speed

and cost-effective connectivity solutions to organisations across the UK.

Outstanding customer experience sits at the heart of everything we do. Our purpose is to build

long-lasting, mutually beneficial partnerships with our clients, underpinned by trust, expertise and

delivery excellence. We are proud of our strong, family-oriented culture which encourages

innovation, collaboration and high performance.

Part of Wavenet’s Focused Division, you will join a vibrant team supporting our customers within

Wavenet Connected, a specialist division that provides services and support to the Commercial Real

Estate Sector.

Job Description

Are you passionate about delivering exceptional customer service and driving continual service improvement? We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.

This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships with all key stakeholders throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints. The successful candidate will be expected to work from the customer site one day per week.

Key Responsibilities

Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
Provide requested information to support the creation of structured Service Review Meetings with key stakeholders.
Act as the escalation point for internal and external stakeholders to drive high levels of customer satisfaction.
Partner with Sales Management to align on strategic goals and drive new opportunities as required.
Provide any requested information to support the Service Manager to assist in maintaining customer KPIs, SLAs, and service performance to meet customer expectations.
Drive broader service initiatives and collaborate across departments to improve customer experience.

What Success Looks Like

High levels of customer satisfaction (NPS & service management surveys)
Strong customer retention and account growth
Increased revenue and identification of upsell opportunities
Profitability through great customer experience

Skills To Succeed

Exceptional communication skills (written and verbal), including executive-level engagement

Strong negotiation and influencing ability

Customer-centric mindset with a passion for delivering value

Resilience and ability to thrive in a fast-paced, demanding environment

Organised, self-motivated, and capable of managing competing priorities

Skilled at driving change, meeting deadlines, and leading improvement initiatives

Qualifications

2+ years of experience in a customer-facing role
Background in IT, Managed Services, or Telecoms industry
Experience managing multiple customers/accounts
Proficient in Microsoft Office applications
Familiarity with ServiceNow or similar ITSM platforms