We are seeking a highly skilled and experienced Service Delivery Manager to join our Systems Operations and Support Team (SysOps), bringing strong expertise in technical service delivery and service transition.

A key focus of the position involves orchestrating successful service transitions from project teams into the SysOps team, ensuring business-critical platforms receive robust and effective operational support.

What you will be doing:

Service Transition 

• Lead transition of services from project teams to BAU support, ensuring smooth handover
• Work with development, project management, and QA teams to define and execute service transition plans, including documentation, training, and knowledge transfer
• Define and manage the criteria for acceptance of services into BAU support
• Define operational readiness criteria, including service support models
• Track outstanding issues or risks that need resolution before final acceptance into BAU support.

Service Delivery 

• Work with incident management team and drive the incident lifecycle, ensuring swift resolution of service disruptions and effective coordination during major incident 
• Lead root cause analysis and implement preventive measures to minimize recurrence. 
• Input into the change management processes for supported platforms 
• Plan and coordinate operational support coverage for business-critical systems 
• Oversee operational performance of business-critical systems, establish and track KPIs 
• Produce and service performance reports to identify trends and improvements

About you:

The ideal candidate will possess a strong background in technology systems operations and have a strong track record in incident and problem management.

In addition this pivotal role champions continuous improvement initiatives, and maintains service excellence, you will need to be able to manage multiple priorities and operate in a fast-paced environment. 

The benefits at APF...

At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending. 

About us:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services and lead of sustainability.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!

Next steps 

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!

If you require any reasonable adjustments to be made during your interview process, please tell us in your application.