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

510 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.