Role Overview:
The Service Delivery Administrator provides essential administrative and coordination support to the Service Delivery function within a B2B and B2C telecoms environment. The role focuses on order processing, basic procurement, stock control, engineer scheduling, and delivery coordination to ensure customer services are delivered efficiently, accurately, and on time.
This is an operational, detail-focused role that acts as a key link between customers, field engineers, suppliers, and internal delivery teams. This role displays our company values as follows:
Pace: Acts with urgency and structure to deliver timely outcomes for customers
Excellence: Delivers quality outputs to agreed processes that ensure jobs run efficiently
Together: Works well across departments making sure Engineering and Service Delivery are effective and efficient delivering for customers
Key Responsibilities:
Service Delivery & Order Administration:
- Process and track customer service orders from acceptance through to completion.
- Place orders for wholesale telecoms services (e.g. broadband, leased lines, circuits) with upstream suppliers.
- Maintain accurate order records within CRM, service delivery, and tracking systems.
- Monitor order progress, update stakeholders, and escalate delays or issues as required.
Field Engineer Scheduling & Coordination:
- Book and coordinate field engineers for installations, surveys, and service visits.
- Maintain engineer schedules, ensuring efficient use of resources and adherence to delivery timelines.
- Liaise with engineers to confirm appointments, access requirements, and job readiness.
Stock & Basic Procurement :
- Order standard stock items (e.g. routers, switches, CPE, cabling, accessories) in line with approved procedures.
- Track stock levels for field engineering teams and highlight low-stock or replenishment requirements.
- Maintain basic inventory records, including stock issued, received, and returned.
- Support asset tracking by ensuring equipment allocation is recorded correctly.
Supplier & Internal Coordination:
- Liaise with suppliers to confirm order status, lead times, and delivery dates.
- Work with internal teams including Service Delivery, Engineering, Finance, and Sales to support smooth order fulfilment.
- Support issue resolution related to delivery, stock availability, or scheduling conflicts.
Delivery Management Office (DMO) Support:
- Provide general administrative support to the Service Delivery / DMO function.
- Prepare and maintain delivery trackers, reports, and status updates.
- Ensure documentation is completed and stored correctly for audits and reporting.
- Support continuous improvement by highlighting recurring delivery issues or process gaps.
Skills & Experience
Essential:
- Previous experience in an administrative or coordination role, ideally within telecoms, utilities, IT, or field-based services.
- Strong organisational skills with the ability to manage multiple tasks and priorities.
- High attention to detail and accuracy in data entry and record keeping.
- Confident communicator, comfortable liaising with engineers, suppliers, and internal teams.
- Competent with Microsoft Office (Excel, Outlook, Word) and business systems (CRM / order management tools).
Desirable:
- Experience working with telecoms orders, wholesale providers, or connectivity products.
- Basic understanding of stock control or inventory management.
- Experience supporting service delivery, provisioning, or project coordination teams.
Personal Attributes:
- Methodical, reliable, and well organised
- Proactive and willing to take ownership of administrative tasks
- Comfortable working in a fast-paced, operational environment
- Team-oriented with a customer-focused mindset
Salary: £25,000 per annum
