Role Overview:
The Service Delivery Co-ordinator is responsible for coordinating the end-to-end delivery of customer services across B2B and B2C telecoms products. The role acts as the operational bridge between administration and management, owning day-to-day delivery coordination, supplier interaction, engineer scheduling, and service readiness, while supporting governance, reporting, and continuous improvement within the Delivery Management Office (DMO).
The role carries accountability for delivery outcomes on assigned orders and workstreams, with authority to coordinate resources, manage dependencies, and escalate risks where required.
Key Responsibilities:
Service Delivery Coordination:
- Coordinate customer orders from acceptance through to service activation and handover.
- Own delivery milestones, dependencies, and timelines for assigned services and customers.
- Ensure all pre-requisites for delivery (site readiness, stock, access, supplier confirmation) are met.
- Act as the primary point of contact for delivery-related queries for internal teams and customers.
Engineer & Resource Scheduling:
- Plan and book field engineers for surveys, installations, and remediation works.
- Balance workload across engineering teams to optimise utilisation and delivery timescales.
- Ensure engineers have the correct equipment, access details, and work instructions prior to site visits.
- Procurement, Stock & Asset Coordination:
- Coordinate procurement of standard stock items and project materials in line with approved processes.
- Monitor stock levels for field engineering teams and trigger replenishment or redistribution as required.
- Ensure equipment allocation, returns, and asset records are accurately maintained.
Supplier & Wholesale Management:
- Place and manage wholesale service orders with upstream telecoms providers.
- Track supplier progress, manage lead times, and proactively chase or escalate delays.
- Coordinate supplier appointments, testing, and handovers as part of service delivery.
Delivery Governance & Reporting:
- Maintain delivery trackers, dashboards, and status reports for management review.
- Identify delivery risks, constraints, and recurring issues, escalating where appropriate.
- Support adherence to delivery processes, controls, and quality standards.
- Contribute to post-delivery reviews and continuous improvement initiatives.
Stakeholder & Team Support:
- Work closely with Sales, Engineering, Finance, and Customer Support to ensure smooth handover and service activation.
- Support the Service Delivery Manager with workload planning, reporting, and operational oversight.
- Provide guidance and day-to-day support to Service Delivery Administrators where required.
Skills & Experience
Essential:
- Proven experience in service delivery, provisioning, or operational coordination within telecoms, utilities, or managed services.
- Strong understanding of order lifecycles, field engineering coordination, and supplier dependency management.
- Ability to manage multiple deliveries simultaneously with minimal supervision.
- Confident communicator with the ability to manage customers, suppliers, and internal stakeholders.
- Strong organisational, planning, and problem-solving skills.
Desirable:
- Experience with wholesale connectivity providers and B2B telecoms services.
- Working knowledge of stock control, asset tracking, or procurement processes.
- Experience using CRM, order management, or service delivery systems.
Personal Attributes:
- Delivery-focused with a strong sense of ownership and accountability
- Calm under pressure and able to manage competing priorities
- Detail-oriented while maintaining awareness of wider delivery impacts
- Collaborative and supportive team player
Salary: £25,000 per annum.
