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Our client is looking for a service delivery project manager. The role is based in Melrose Arch but is hybrid.

As a service delivery project manager you will lead the management of strategic partner accounts, ensuring effective communication and the timely execution of critical initiatives. This role plays a key part in maintaining high service levels, optimising network performance and supporting infrastructure stability across the organisation.

The Role

Core responsibilities will include but are not limited to the following:

Strategic Account Management

• Conduct weekly touch-base meetings with strategic partners
• Clearly communicate progress on monthly and quarterly initiatives to both internal and external stakeholders
• Forecast and track key account metrics to drive performance and satisfaction
• Monitor and analyse customer usage trends to improve service delivery
• Collaborate closely with the sales team to support business development goals
• Integrate and manage existing maintenance clients while nurturing long-term client relationships

Maintenance Management

• Ensure stable network availability (target >92%) and adherence to service level agreements (SLAs ≥96%) across public and private infrastructure
• Maintain accuracy of SLA ticket tagging and classification for month-end SLA reporting
• Oversee system monitoring tools and ensure timely and accurate maintenance reports
• Develop and implement SLAs with maintenance providers to meet performance targets
• Standardise and upgrade infrastructure (e.g. LTE to fibre, electrical connections) to enhance network stability
• Lead efforts to reduce mean time to repair (MTTR) across support teams
• Manage relationships with contractors and service providers, including billing, invoicing and repair cost tracking
• Identify and analyse high-frequency outage tickets to proactively reduce occurrences
• Contribute to the development and execution of the company’s national maintenance strategy

Quality Assurance

• Ensure accurate data capture in Quickbase reflecting deployed equipment in the field
•  Lead the quality assurance team to uphold infrastructure standards and specifications
• Conduct regular audits to verify network and infrastructure integrity

Back-up Power Management

• Manage installation and maintenance of back-up power solutions
• Identify and address sites with failing back-up power systems
• Oversee inventory and tracking of back-up power components in Quickbase
• Enhance and optimise the existing back-up power solutions
• Ensure real-time reporting accuracy from power management units

Qualifications and Experience

• Bachelor’s degree in Engineering, Business, IT or related field (or equivalent experience)
• At least five years’ experience in account management, technical operations or infrastructure maintenance
• Strong understanding of SLAs, network availability metrics and infrastructure lifecycle management
• Experience working with cross-functional teams including sales, engineering and contractors
• Proficiency in using CRM and operations platforms (e.g. Quickbase)
• Experience in telecoms, network infrastructure or IoT environments
• Knowledge of LTE, fibre optics and electrical network components
• Proven track record in service provider relationship management and quality assurance leadership

Skills

• Excellent leadership, communication and interpersonal skills
• Excellent communication, organisational and problem-solving skills