The Service Manager at AllPoints Fibre Networks (APFN) joins ourCommercial Operations team and plays a key role in ensuring APFN are our customersbest route to full fibre connectivity. The Service Management teampartners with the operations teams and our customers to driveperformance, support in-life service delivery andensuring amazing customer service is delivered through out the APFN journey. We are looking for passionate service managers who can support our mission to deliver the UK's best full fibre network. To be successful in the role you will need an expert knowledge of service delivery in the wholesale telecoms sector and have a customer first mindset. Role Overview Customer Engagement Acts as representative of thecustomers requirements and interests. Drivescontinuous service improvement and service development to increase customer satisfaction Owns the Service Level Management and is accountable for delivery of customers contractual service deliverables Maintains close engagement with key customer stakeholders, internal teams and third party suppliers as appropriate Supplier Engagement Working with product management and procurement, participate in supplier identification, evaluation, and selection. Liaise with procurement to align service management with commercial management. Management Derive, measure, and collate appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood. Capture risks and ensure effective mitigation approaches are agreed and in place, escalating high/very high risks. Communicate major issues, escalating as required to reduce risk to SLA. Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis. Participate in and chair Service Relationship review meetings. Regularly seek and collate feedback from key stakeholders from both parties on service performance. Improvement Initiate and manage Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance. Use metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary. Collaborate on general service and process improvement where relevant. The benefits at APF At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care we will even pay for you to get a massage Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that. Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending. About us: Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network. APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading through sustainability. We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UKs most recommended way to connect Next steps If the role sounds like the right fit for you, we look forward to seeing your application If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details. One last thing AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here If you require any reasonable adjustments to be made during your interview process, please tell us in your application. The benefits at APF At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care we will even pay for you to get a massage Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that. Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending. About us: Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network. APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading throughsustainability. We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UKs most recommended way to connect Next steps If the role sounds like the right fit for you, we look forward to seeing your application If shortlisted,our Talent AcquisitionTeam will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discussthe role and your experience in more details. One last thing AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here If you require any reasonable adjustments to be made during your interview process, please tell us in your application. ADZN1_UKTJ