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Service Delivery Manager

Currys -
London

Job details

Permanent | Full-time
12 days ago

Benefits

Annual leave
Company pension
Private medical insurance

Qualifications

ITIL Certification
Customer service
Telecommunication
IT
Root cause analysis
Leadership
Communication skills
Marketing
PRINCE2 Certification

Full job description

Vacancy ID: 48650

Role overview:

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.5 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.

The Service Delivery Manager is an operational role within the Operations function at iD Mobile, sitting at the heart of the Service Delivery and Assurance discipline. Reporting to the Senior Service Delivery Manager, this role is responsible for the day-to-day management of service performance across iD Mobile's supplier and technology estate, ensuring services are delivered reliably, incidents are resolved quickly and contractual commitments are met.

Working within the MVNO environment, the role requires strong Telecoms/IT service management expertise across iD Mobile's BSS technology stack - including the Customer Management Platform (CMP), Online Charging System (OCS), SelfCare applications, IVR and customer service platforms - combined with the ability to build effective, collaborative relationships across a broad supplier base (e.g. IBM, Accenture, Matrixx, MDS, Apadmi, Thales and iD Mobile's host network operator VF3), Currys Group IT, and iD Mobile colleagues across Delivery, Trading, Marketing, Customer Experience and Customer Service.

The Service Delivery Manager acts as a first point of accountability for service health, chairing operational review meetings, tracking SLA and KPI performance, and coordinating the resolution of incidents and problems across a multi-vendor supplier landscape. This is a permanent role, central to maintaining and continuously strengthening the day-to-day operational performance that underpins iD Mobile's customer experience.

Role overview:

As part of this role, you’ll be responsible for:

Manage key supplier and technology partner relationships: Own day-to-day operations with iD Mobile's BSS stack and customer service platforms, including coordination with Currys Group IT on shared infrastructure services
Chair governance forums and escalation point: Lead regular service review meetings, operational governance forums, and act as first point of escalation for service issues across the supplier portfolio
Monitor SLAs, KPIs and performance: Enforce contractual commitments, maintain service dashboards, and apply contractual levers (service credits, improvement notices) to drive supplier accountability
Lead incident and problem management: Coordinate operational response to service incidents, participate in on-call rota, and drive root cause analysis to prevent recurrence
Deliver service reporting and continuous improvement: Produce accurate performance reports, identify improvement opportunities, and champion ITIL best practice across service delivery
Manage risk, compliance and escalation: Identify and escalate operational and supplier risks, ensure regulatory and security compliance, and support audit activity
Build stakeholder relationships: Develop strong partnerships across iD Mobile and Currys Group IT, represent Service Delivery in cross-functional forums, and provide clear performance updates to leadership
Communicate with clarity and precision: Produce high-quality written and verbal communications including service reports, incident summaries, and review packs for internal and supplier audiences

You will need:

Service Delivery expertise in Telecoms/Technology: Proven experience in Service Delivery or Service Assurance roles with strong understanding of MVNO operating models, BSS technology stacks, and ITIL service management principles
Supplier and performance management: Monitor SLAs and KPIs, challenge suppliers on performance, manage governance frameworks, and build effective relationships with vendors and host network partners
Incident and problem management: Coordinate incident response, identify root causes, manage issues under pressure, and participate in on-call rota for Major Incident escalations
Reporting and continuous improvement: Produce clear service performance reporting, apply improvement methodologies (ITIL, Lean, Six Sigma), and drive process enhancements
Leadership and communication: Strong influencing skills to drive change across multiple stakeholders, excellent written and verbal communication, and ability to manage multiple workstreams concurrently
Qualifications: Degree-level or equivalent in relevant field (Business, Technology, Engineering) or equivalent experience; ITIL Foundation certification essential; ITIL Intermediate, PRINCE2, or vendor management qualifications desirable

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
Private medical insurance
Life Assurance
Competitive pension scheme
Access to discretionary bonus
Hybrid working; our primary Currys Campus is at Waterloo (WeWork)

Why join us:

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we’ll do our best to help.

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