WiFi- Service Delivery Manager

Role summary
We are seeking a Service Delivery Manager to run the day-to-day governance of the Wi-Fi delivery team and serve as the weekly point of interlock with the Client’s touchpoints. You will make sure the team delivers to commitments, that resourcing and time are tracked accurately, and that people are developed and held to a high standard of performance. The role is the operational and commercial backbone of the engagement, keeping the Client, the Technical Manager, and the team aligned.

Key responsibilities

Day-to-day governance

• Run the daily and weekly operating rhythm of the team, including stand-ups, workload reviews, and prioritization
• Track delivery against scope, milestones, SLAs, and agreed deliverables, and escalate risks and dependencies early
• Maintain governance artifacts such as RAID logs, action trackers, change logs, and service reports
• Ensure adherence to ITIL-aligned processes for incident, problem, change, and request management
• Coordinate across the Operations, CX, Telemetry, Design, Compliance, and DAS functions to keep work joined up
• Manage scope and change control, flagging out-of-scope requests and supporting commercial discussions

Customer interlock

• Lead the weekly meeting with Client touchpoints, covering status, priorities, incidents, risks, and upcoming changes
• Prepare and present regular service reports and monthly or quarterly service reviews
• Manage Client expectations, handle escalations, and own communication during major incidents
• Capture Client feedback and satisfaction, and turn it into improvement actions
• Build trusted relationships with Client stakeholders and regional leads

Timesheet and resource management

• Oversee timesheet submission, review, and approval to ensure timely and accurate time recording
• Monitor utilization, capacity, and effort against plan, and flag variances
• Manage leave, shift coverage, and onboarding or offboarding of team members
• Support forecasting, invoicing inputs, and budget tracking with finance and commercial teams
• Identify resourcing gaps and raise staffing requests with sufficient lead time

Performance review and people management

• Set objectives and expectations with team members, aligned to engagement goals and KPIs
• Run regular one-to-ones, mid-year and annual performance reviews, and gather input from the Technical Manager and Client
• Recognize strong performance, address underperformance, and manage development plans
• Support skills uplift, certification, and career progression
• Foster a collaborative, accountable team culture across time zones

Continuous improvement

• Analyze SLA, incident, and customer experience trends to identify service improvements
• Drive lessons learned and improvement initiatives with the Technical Manager
• Contribute to proposals, renewals, and expansion of the service

Required qualifications

• 7+ years of experience in IT service delivery or project management, including 3+ years managing technical teams
• Experience managing managed-services or outsourced network operations engagements with SLAs
• Strong understanding of ITIL processes and ITSM tools (e.g., ServiceNow)
• Proven ability to run customer governance, service reviews, and escalations
• Experience with timesheet, utilization, and resource management tools
• Experience leading performance reviews and managing team development
• Excellent communication, negotiation, and stakeholder management skills
• Working familiarity with enterprise networking or Wi-Fi

Preferred qualifications

• ITIL 4 certification; PMP, PRINCE2, or similar
• Experience managing globally distributed or follow-the-sun teams
• Commercial awareness, including budgeting, forecasting, and change control
• CWNA or similar wireless awareness certification

Key performance indicators

• SLA and KPI compliance across the service
• Client satisfaction and outcome of weekly and monthly governance reviews
• Timesheet compliance and utilization against plan
• Completion of performance reviews and development plans on schedule
• Team engagement and attrition
• Timely escalation and closure of risks and issues