Network & Voice Service Delivery Manager – Managed Services

La Fosse; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

La Fosse is seeking a Network & Voice Service Delivery Manager to own end-to-end network and voice services for a large UK enterprise, spanning 800+ sites across the UK and ROI. This senior role oversees MSPs, ensuring SLAs, KPIs and costs are managed while driving service improvement and resilience.

The candidate will lead strategic transformation, manage complex multi-region operations, and balance operational performance with long-term transformation in a managed services model.

Qualifications

• Extensive experience in network and voice service management across large multi-site estates.
• Proven ability to lead senior stakeholders and manage third-party providers.

Responsibilities

• Own strategy, roadmap and lifecycle of network and voice services across a large estate.
• Define and evolve the service operating model and ensure collaboration with internal teams and MSPs.
• Translate business requirements into prioritized service improvements and delivery plans.
• Drive service performance, resilience, security and cost optimisation.
• Lead service reviews, performance discussions and improvement plans.
• Oversee supplier governance, SLAs, KPIs and contract obligations.
• Support commercial discussions on SoWs, costs and service scope.

Skills

WAN

LAN

SD-WAN

Connectivity

Supplier management

Service governance

ITIL

Datadog

PRTG

Meraki Dashboard

Strategic leadership

Stakeholder management

Tools

Datadog

PRTG

Meraki Dashboard

Job description

Role: Network & Voice Service Delivery Manager – Managed Services

Location: Remote UK - Manchester on-site 1 to 2 days per month maximum

Role: Network & Voice Service Delivery Manager

Contract rate : Competitive market rate

About the Role

We are seeking an experienced Network & Voice Service Delivery Manager to take end-to-end ownership of network and voice services across a large, complex, multi-site enterprise environment spanning more than 800 locations across the UK and Republic of Ireland.

This is a senior service leadership role, responsible for service performance, resilience, supplier governance, operational effectiveness and the strategic evolution of network and voice services.

Operating within a managed services model, you will oversee third-party providers responsible for remote operational support and on-site deployment services, ensuring delivery against agreed service levels, contractual commitments and business expectations.

Working closely with internal technology, cyber security, architecture, delivery and business teams, you will drive service improvement, support transformation initiatives and ensure services remain secure, resilient, cost-effective and fit for the future.

This is not a hands-on network engineering position. It is suited to a commercially aware technology leader who can combine service ownership, supplier management, technical understanding and stakeholder engagement to deliver high-quality outcomes.

Key Responsibilities

• Own the strategy, roadmap and lifecycle management of network and voice services across a large, multi-site estate.
• Define and evolve the service operating model, ensuring effective collaboration between internal teams and managed service providers.
• Translate business requirements and technical demand into prioritised service improvements and delivery plans.
• Ensure services are scalable, secure, resilient and aligned with wider technology and transformation objectives.
• Prioritise initiatives based on business value, risk, service impact and cost.
• Act as the primary point of accountability for third-party service delivery across network and voice services.
• Manage and govern global managed service providers delivering remote operational support and suppliers providing on-site deployment and support.
• Hold suppliers accountable for SLAs, KPIs, contractual obligations and overall service quality.
• Lead service reviews, performance discussions and improvement plans to address recurring issues and delivery gaps.
• Support commercial discussions covering service scope, Statements of Work (SoWs), costs and service optimisation.
• Establish clear responsibilities and effective working relationships across suppliers and internal teams.

Service Performance & Operational Management

• Own service performance across WAN, SD-WAN, LAN, data centre networking, connectivity, telephony and contact centre services.
• Monitor availability, latency, packet loss, incident trends, mean time to resolution (MTTR) and change success rates.
• Use service monitoring and observability tools to maintain visibility, identify risks and drive proactive improvements.
• Ensure effective incident, problem and change management processes are implemented and followed.
• Oversee major incident escalations and ensure appropriate corrective and preventative actions are completed.
• Drive continuous improvement across service stability, operational efficiency and end-user experience.

Resilience, Recoverability & Risk

• Own resilience and recoverability governance across network and voice services.
• Ensure high availability, backup connectivity and disaster recovery capabilities are appropriately designed, maintained and tested.
• Maintain recovery plans, recovery time objectives (RTOs) and recovery point objectives (RPOs), where applicable to the services.
• Coordinate recovery testing and ensure lessons learned from incidents and exercises translate into measurable improvements.
• Maintain visibility of technical debt, service dependencies, lifecycle risks and remediation plans.
• Ensure services meet relevant security, compliance, audit and governance requirements.

Change Delivery & Transformation

• Oversee network and voice change initiatives, coordinating delivery through managed service providers and internal technology teams.
• Work with architecture, cyber security, service management and delivery teams to ensure solutions meet enterprise standards.
• Ensure changes are appropriately governed, tested, documented and transitioned into business-as-usual support.
• Support demand management, cost estimation, delivery planning and prioritisation.
• Contribute to the transition and continuous improvement of the managed services operating model, including support structures, service taxonomy, RACI and knowledge transfer.

Stakeholder Management & Governance

• Act as the single point of accountability for network and voice services within the retained technology organisation.
• Build strong relationships with senior stakeholders, technology leadership and business teams.
• Provide clear reporting on service performance, risks, supplier delivery, resilience and roadmap progress.
• Align service delivery with wider technology strategy, enterprise architecture, cyber security and governance requirements.
• Balance competing operational, regional and strategic priorities to ensure consistent service outcomes.
• Strong understanding of enterprise networking, including WAN, LAN, SD-WAN and connectivity services.
• Experience overseeing voice, telephony, unified communications or contact centre services.
• Proven experience managing third-party suppliers and managed service providers within a complex IT environment.
• Strong understanding of SLAs, KPIs, service reviews, supplier performance management and service improvement.
• Experience managing incidents, problems, changes and operational escalations.
• Knowledge of network resilience, high availability, disaster recovery and service recovery planning.
• Strong commercial awareness, including service scope, supplier contracts, Statements of Work and cost optimisation.
• Experience working with senior stakeholders across technology, security, architecture and business functions.
• Excellent communication, influencing, negotiation and relationship management skills.
• A strategic and service-oriented mindset, with the ability to balance operational performance with longer-term transformation.
• Experience supporting large, geographically dispersed enterprise estates with hundreds of sites.
• Experience operating within a global managed services or outsourced IT delivery model.
• Familiarity with monitoring and observability platforms such as Datadog, PRTG or Meraki Dashboard.
• Experience with service transition, operating model design and supplier handover.
• Knowledge of ITIL service management practices.
• Experience working in complex, multi-region organisations with centralised technology governance.

The Ideal Candidate

You will be a confident and commercially minded technology leader who understands how to get the best out of managed service providers while maintaining accountability for service quality, resilience and performance.

You will combine sufficient technical knowledge to challenge suppliers and make informed decisions with the leadership skills required to influence stakeholders, manage risk and drive continuous improvement.

You will be comfortable operating at a strategic level while retaining strong oversight of day-to-day service performance and operational issues.

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