Overview
Role Overview: As the Service Delivery Manager – Broadband, you will be responsible for ensuring the smooth and efficient end-to-end delivery of our broadband services. You’ll manage performance across third-party vendors, drive process improvements across the broadband customer journey, and ensure our service teams are aligned, empowered, and delivering consistent, high-quality customer experiences.
Department: CX
Employment Type: Full Time
Location: Dublin 18
Role Description
This role is ideal for someone with a solid background in telecoms, a sharp operational mindset, and a passion for people leadership and cross-functional collaboration.
Key Responsibilities
* Vendor Management: Own the relationship and performance management of key broadband service providers. Monitor KPIs, SLAs and contractual obligations to ensure consistent and reliable service delivery. Lead regular performance reviews and issue resolution forums.
* Operational Excellence & Process Improvement: Analyse broadband service performance, identify inefficiencies, and implement improvements across fulfilment, activation, support, and escalation processes. Partner with all teams to streamline workflows and improve first-time resolution and speed to delivery.
* Customer Experience & Quality Oversight: Ensure broadband customers receive a consistent, high-quality experience across all service touchpoints. Identify key pain points and proactively implement service fixes to reduce complaints, escalations, and contact volumes.
* Team Leadership & Collaboration: Lead and develop a high-performing support team, building a culture of accountability and continuous improvement. Team includes one Supervisor and five agents. Work closely with all departments to align priorities and ensure seamless service coordination.
* Reporting & Insights: Produce and deliver regular reports on broadband performance, identifying trends and insights to inform strategic decisions. Communicate clearly and regularly with internal stakeholders on service status, risks, and improvement initiatives.
Skills, Knowledge And Expertise
* Minimum 5 years’ experience in telecoms, with a strong understanding of broadband service delivery models.
* At least 2 years’ experience in vendor management, ideally working with installation, provisioning, or technical support partners.
* Proven track record in process improvement and operational transformation within a service environment.
* Demonstrated success in leading people and teams, with strong coaching, communication, and leadership skills.
* Excellent problem-solving, data analysis, and reporting capabilities.
* A collaborative and proactive mindset — able to lead cross-functional initiatives and drive change.
Benefits
* Competitive salary & bonus structure
* Pension Contribution Scheme
* Health Insurance Group Scheme Laya Healthcare
* TELUS Health Employee Assistance Programme (EAP)
* Great career progression opportunities in a growing company with strong market growth
* Fast-paced and friendly team environment
* Continual training and development
* Annual leave, increasing with service
* Modern offices with excellent facilities in Sandyford and the flexibility to work remotely
* Established CSR, Wellness, and Social Committees, and great social events
* Refer a Friend Scheme
* Tax Saver Travel Tickets & Bike to Work Scheme
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