We are looking for a Delivery Manager

Location: Telford

Salary: £55,000-£60,000

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Hybrid, 3 days in the office

About the role

The Delivery Manager leads and manages the Delivery team, including offshore Coordinators, to ensure the successful end-to-end delivery of products and services across the portfolio. Driving timely, high-quality customer delivery journeys for Ethernet, Broadband, Co-location, PSTN and related services, while fostering strong supplier relationships and promoting operational excellence.

Key responsibilities

• Delivery Leadership: Lead and develop a team of offshore Coordinators responsible for managing all delivery journeys, ensuring consistent execution and high performance. Set clear goals, expectations and performance standards. Provide regular feedback, conduct performance reviews and support career development. Foster a positive, inclusive and collaborative team culture.

• Supplier Management: Build and maintain strong relationships with key suppliers and partners to ensure timely delivery, resolve bottlenecks, and drive continuous improvement in delivery performance.

• Escalation Management: Own and manage delivery-related escalations both internally and externally, coordinating rapid resolution and implementing preventative actions.

• Process Excellence: Own and optimise delivery processes across the portfolio, identifying and driving improvements to increase automation, AI usage, speed, quality, and reliability of deliveries.

• Performance Management: Monitor delivery KPIs, SLAs, and pipeline (wip) performance. Provide regular reporting and insights to key stakeholders.

• Cross-Functional Collaboration: Work closely with Service Management, Assurance, Sales, Technical and Commercial teams to ensure seamless delivery and customer experience.

• Operational Excellence: Identify and deliver sustainable process improvements while ensuring adherence to contractual obligations and service levels.

• Reporting & Insights: Provide clear delivery performance data, risk analysis, and recommendations to support strategic decision-making.

About you

• Experience in telecoms delivery or operations at a management level.

• Experience managing delivery for Ethernet, Broadband, Co-location, PSTN, or similar products.

• Hands-on experience managing end-to-end delivery journeys in a telecoms or managed services environment.

• Experience collaborating with multiple suppliers to achieve timely delivery outcomes.

• Strong background in incident, escalation, and problem management within a delivery context.

• Strong leadership and people management skills, with experience managing offshore or remote teams.

• Excellent stakeholder management and supplier relationship skills.

• Strong problem-solving and escalation management abilities.

• Ability to drive performance and process improvements in a fast-paced environment.

• Proficiency in MS Office (especially Excel and PowerPoint) for reporting and performance tracking.

• Partnership-led (acts like an extension of the partner’s team)

• Commercially smart (understands impact on partner growth and margins)

• Operationally responsive (moves quickly, escalates early, solves friction)

• Simplicity-first (reduces complexity; makes things easy to buy, onboard and run)

• Human support mindset (clear, supportive, calm under pressure)

• Straightforward communication (no jargon for jargon’s sake)

• Ownership and follow-through (deliver outcomes; closes loops)

• Proactive and improvement-driven (identifies issues early and drives continual service improvements)

It would be great if you have any of the following, but it's not essential:

• ITIL Certification or equivalent service/delivery management framework.

• Project or delivery management qualification (e.g., Prince2).

• Knowledge of key telecom technologies and platforms (e.g., SD-WAN, SDN, partner portals, ordering systems).

• Data analytics and reporting skills for delivery pipeline and KPI management.

• Experience working in wholesale telecoms or with channel partners/resellers.

• Hands-on experience with delivery tools, ordering systems, and performance dashboards.

Qualifications

• Educated to degree level or equivalent professional experience (typically 5+ years in a relevant Telecommunications, IT, or related role).

• Right to work in the UK.

What we offer

• Competitive base salary.

• Generous holiday allowance and flexible working arrangements.

• Supportive, inclusive culture with and cross-functional collaboration.

How to apply

Please submit your CV and if you wish, a brief covering note outlining your relevant experience and why you are interested in this role. We will review applications on a rolling basis and contact shortlisted candidates to arrange interviews.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.