Service Delivery Manager - Broadband
Department: CX
Employment Type: Full Time
Location: Dublin 18
Description
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.
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:
o Own the relationship and performance management of key broadband service providers.
o Monitor KPIs, SLAs and contractual obligations to ensure consistent and reliable service delivery.
o Lead regular performance reviews and issue resolution forums.
* Operational Excellence & Process Improvement:
o Analyse broadband service performance, identify inefficiencies, and implement improvements across fulfilment, activation, support, and escalation processes.
o Partner with all teams to streamline workflows and improve first-time resolution and speed to delivery.
* Customer Experience & Quality Oversight:
o Ensure broadband customers receive a consistent, high-quality experience across all service touchpoints.
o Identify key pain points and proactively implement service fixes to reduce complaints, escalations, and contact volumes.
* Team Leadership & Collaboration:
o Lead and develop a high-performing support team, building a culture of accountability and continuous improvement. Team includes one Supervisor and five agents.
o Work closely with all departments to align priorities and ensure seamless service coordination.
* Reporting & Insights:
o Produce and deliver regular reports on broadband performance, identifying trends and insights to inform strategic decisions.
o 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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