Subsea Delivery and Governance Lead

Indigo TG; Wales; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecom service provider in the UK seeks a Subsea Delivery & Governance Lead responsible for managing operational services and customer relationships. The ideal candidate will have proven expertise in subsea service delivery, strong stakeholder engagement skills, and familiarity with subsea technologies. This role offers opportunities for growth and professional development in an inclusive culture that values diversity and integrity.

Benefits

Opportunities for personal and professional growth

Inclusive company culture

Commitment to employee well-being

Qualifications

• Proven experience in Subsea Service Delivery or Subsea NOC Management.
• Experience in onboarding and transitioning services into BAU.
• Understanding of ITIL or similar service management frameworks.

Responsibilities

• Act as the primary service contact for assigned customer accounts.
• Monitor SLAs, KPIs, and service levels across subsea services.
• Identify and implement service innovations and operational efficiencies.

Skills

Subsea Service Delivery

Stakeholder engagement

Customer relationship skills

Operational compliance

Education

ITIL or similar service management frameworks certification

Tools

Subsea network technologies (e.g., PFE, SLTE)

Job description

About The Role

Subsea Delivery & Governance Lead

The Subsea Delivery and Governance Lead is responsible for the smooth and efficient delivery of operational services to a portfolio of assigned customers across Indigo's NOC and subsea service portfolio. Acting as the primary service contact, this role builds trusted relationships, ensures service levels are met, manages escalations, and drives continuous improvement in collaboration with internal delivery teams.

In addition to core service management responsibilities, the role provides governance over subsea onboarding, ensuring new services transition into Business-as-Usual (BAU) operations in a controlled, compliant, and customer-aligned manner. The Lead also ratifies new service offerings, ensuring operational readiness and alignment with NOC capabilities.

While not a hands‑on engineering role, the successful candidate will demonstrate familiarity with subsea technologies (e.g., PFE, SLTE), common fault types (e.g., shunt faults), and associated onshore infrastructure to effectively govern and support operational practices.

Key Responsibilities

Customer Engagement & Service Governance

• Act as the primary service contact for assigned customer accounts, maintaining senior‑level relationships and ensuring swift resolution of service issues.
• Lead monthly customer review meetings and produce performance packs for distribution.
• Drive customer satisfaction, loyalty, and retention through proactive engagement and high‑touch service delivery.
• Lead service reviews and reporting cycles, presenting performance, risks, and improvement plans.
• Act as the voice of the customer within the business, ensuring expectations and commitments are understood and met.

Operational Excellence

• Monitor and report on SLAs, KPIs, and service levels across subsea and NOC services.
• Lead problem management and root cause analysis for systemic service issues.
• Collaborate with internal teams (Operations, Field Engineering, NOC, Finance, Commercial) to ensure operational alignment, accurate billing, and service profitability.
• Ensure governance and compliance with contractual and regulatory requirements.
• Ratify new service offerings to ensure operational feasibility and readiness.
• Support onboarding of new services/customers and ensure smooth transition into BAU.

Service Improvement & Transformation

• Identify and implement service innovations, automation opportunities, and operational efficiencies.
• Drive continuous improvement initiatives to enhance service quality and reduce cost.
• Oversee implementation of new systems, tools, and processes that improve service delivery.
• Own customer communication and coordination during major incidents.
• Lead post‑incident reviews and ensure completion of problem management actions.
• Manage customer change requests with clear documentation and cross‑team communication.

Collaboration & Coordination

• Work closely with internal delivery teams including NOC, Engineering, Logistics, and Projects to ensure seamless service delivery.
• Provide input to account plans and service strategy in collaboration with Sales and Account Management teams.

Reporting & Continuous Improvement

• Prepare and deliver regular service reports, highlighting key metrics, trends, and areas for improvement.
• Identify and drive opportunities for service improvement, automation, and cost efficiency.

About You

• Proven experience in a Subsea Service Delivery or Subsea NOC Management
• Strong stakeholder engagement and customer relationship skills.
• Experience in onboarding and transitioning services into BAU.
• Familiarity with subsea network technologies (e.g., PFE, SLTE), shunt faults, and onshore infrastructure.
• Understanding of ITIL or similar service management frameworks (Foundation certification desirable).
• Experience in subsea, dark fibre, or terrestrial networks is highly advantageous.

About Us

At Indigo, you'll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting‑edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK's top‑performing privately‑owned technology companies, we prioritize the well‑being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the 'Investors in People' Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty‑five years, we've partnered with some of the world's leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well‑being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company's support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.