Connectivity & Communication Service Owner

Delt Shared Services Ltd

Plymouth

Hybrid

GBP 54,000 - 66,000

Full time

4 days ago

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Benefits offered by this job

Generous holiday allowance

Flex leave days

Pension scheme

Life assurance

Leave-buy/sell program

Employee shopping portal

Training opportunities

EV salary sacrifice

Performance related pay

Employee assistance programme

Job summary

Delt Shared Services Ltd is seeking a Connectivity & Communications Service Owner to lead the operational delivery, performance and continual improvement of our Connectivity & Communications services. Reporting to the Head of IT Infrastructure, you will manage a skilled third-line team, align technical direction with business goals and ensure resilience and customer focus.

This role combines people leadership with service ownership and is ideal for a collaborative leader who thrives on improving

Qualifications

Experience leading a network operations, infrastructure, or third-line support team.
Strong people management including recruitment and performance management.
Proven track record owning service performance and continual improvement.
Ability to balance conflicting priorities with evidence-based decisions.
Strong stakeholder management across technical teams, customers and suppliers.
Excellent written and verbal communication; service reporting skills.
Knowledge of IT service management practices.
Experience ensuring documentation and support arrangements are effective.
Commercial awareness and supplier relationship management.
Sufficient networking knowledge to lead delivery.

Responsibilities

Lead and manage the Connectivity & Communication team, ensuring clear priorities, accountability and high standards of performance.
Take ownership of recruitment, induction, performance management, development planning, wellbeing and succession planning within the team.
Create a positive, inclusive and professional working environment where colleagues can thrive.
Plan and allocate resources across incidents, requests, maintenance activities, service improvements and project commitments.
Own and drive service performance, including service levels, availability, customer satisfaction and operational effectiveness.
Ensure incidents and major incidents are managed effectively, including the completion of corrective and preventative actions.
Build and maintain strong relationships with customers, stakeholders and suppliers.
Collaborate with teams across Infrastructure, EUC, Hosting, Applications, Cyber Security, Field Support and Service Management to ensure seamless delivery.
Ensure support documentation, knowledge articles, service procedures and escalation routes remain current and accessible.
Drive operational readiness for new and changed services prior to acceptance into live service.
Manage service risks, dependencies, supplier performance, configuration oversight and service continuity activities.
Lead continual service improvement initiatives using operational data, customer feedback and service trends.
Work closely with the Lead Architect on service roadmaps, lifecycle management, resilience planning, capacity requirements and technical risk management.

Skills

Leadership

People management

Stakeholder management

IT service management

Incident management

Supplier management

Networking knowledge

Education

IT service management qualifications

Networking technologies knowledge

Job description

Connectivity & Communications Service Owner

Location: Hybrid – expectation to attend office twice a week (Plymouth/Exeter/Weston)

Salary: £60,000 p.a.

Contract: Full Time, Permanent

About the Role

At Delt, we are committed to delivering reliable, secure and high-performing technology services that enable our customers to operate effectively. We are looking for an experienced Connectivity & Communication Service Owner to lead the operational delivery, performance and continual improvement of our Connectivity & Communication services.

Reporting to the Head of IT Infrastructure, this role combines people leadership, service ownership and operational management. You will be accountable for ensuring that our connectivity and communication services remain resilient, supportable and customer-focused, while leading a skilled third-line technical team.

Working closely with the Connectivity & Communication Lead Architect, you will help ensure that operational delivery, technical direction and team capability are aligned, enabling the successful delivery of both business-as-usual and transformational objectives.

This is an excellent opportunity for a collaborative leader with strong service management experience and a passion for delivering outstanding customer outcomes.

What You'll Be Doing

Lead and manage the Connectivity & Communication team, ensuring clear priorities, accountability and high standards of performance.
Take ownership of recruitment, induction, performance management, development planning, wellbeing and succession planning within the team.
Create a positive, inclusive and professional working environment where colleagues can thrive.
Plan and allocate resources across incidents, requests, maintenance activities, service improvements and project commitments.
Own and drive service performance, including service levels, availability, customer satisfaction and operational effectiveness.
Ensure incidents and major incidents are managed effectively, including the completion of corrective and preventative actions.
Build and maintain strong relationships with customers, stakeholders and suppliers.
Collaborate with teams across Infrastructure, EUC, Hosting, Applications, Cyber Security, Field Support and Service Management to ensure seamless delivery.
Ensure support documentation, knowledge articles, service procedures and escalation routes remain current and accessible.
Drive operational readiness for new and changed services prior to acceptance into live service.
Manage service risks, dependencies, supplier performance, configuration oversight and service continuity activities.
Lead continual service improvement initiatives using operational data, customer feedback and service trends.
Work closely with the Lead Architect on service roadmaps, lifecycle management, resilience planning, capacity requirements and technical risk management.

What We're Looking For

We're looking for a strong service leader who can balance people management, operational delivery and customer engagement within a complex technical environment.

Experience leading a network operations, infrastructure, or third-line support team within an enterprise or managed service environment.
Strong people management experience, including recruitment, performance management, development planning and supporting colleague wellbeing.
Proven experience owning service performance, customer outcomes, incident management, and continual service improvement.
Ability to balance competing operational, maintenance and project priorities, making effective, evidence-based decisions.
Strong stakeholder management skills, with the ability to build collaborative relationships across technical teams, customers, suppliers and service functions.
Excellent written and verbal communication skills, including service reporting, customer communications and escalation management.
Good understanding of IT Service Management practices, including incident, problem, change, request, knowledge, configuration, availability, capacity and service continuity management.
Experience ensuring operational processes, documentation and support arrangements are effective, accessible and fit for purpose.
Commercial awareness and experience managing supplier relationships and service delivery performance.
Sufficient technical knowledge of networking and connectivity services to effectively lead operational delivery and service ownership activities.
Relevant qualifications in IT service management, project delivery, supplier management or networking technologies would be advantageous.

Why Join Delt?

At Delt, our people are at the heart of everything we do. We offer a collaborative and supportive working environment where innovation, continuous improvement and professional development are encouraged.

This role provides a fantastic opportunity to influence the performance and future direction of critical technology services while leading a talented team and making a real difference to our customers.

Benefits include: