Role Overview
The Vfast Parks Service Delivery Manager is responsible for the end-to-end coordination and execution of service delivery activities across the Vfast portfolio, supporting broadband and managed Wi-Fi services delivered via WiMAX and fibre infrastructure into residential, holiday parks, leisure sites, and marinas.
The role owns installation delivery, engineer planning and resourcing, scheduling of national deployments, and maintenance response coordination, operating within a highly reactive, fast-paced environment where customer experience and service continuity are critical.
This position ensures that all delivery and support activities meet defined Installation SLAs and Park Operator SLAs, while maintaining clear communication, expectation management, and operational control across internal teams, field engineers, and customers.
Values Alignment
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Pace: Delivers high-quality service outcomes with urgency and ownership
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Excellence: Maintains strong operational discipline and attention to detail
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Together: Works collaboratively across teams, partners, and customers to deliver seamless service
Key Responsibilities
Service Delivery & Installation Management
• Own and manage the delivery of:
– New customer installations
– Park-wide rollout activities (phased or full-site deployments)
– Moves, adds, and changes
• Ensure all installations are delivered in line with defined SLAs, quality standards, and customer expectations
• Maintain visibility of all active jobs, ensuring progress, completion, and closure
Engineer Planning & Resource Management
• Plan and coordinate national field engineering resources, including Internal engineers and third-party contractors
• Optimise engineer utilisation across:
– Installations
– Fault response
– Maintenance and upgrade works
• Balance planned work vs reactive demand, ensuring priority alignment with SLAs and customer impact
Scheduling & Coordination
• Own centralised scheduling of:
– Installations
– Survey visits
– Maintenance and fault response
• Manage scheduling tools, workflows, and booking processes
• Ensure efficient routing and geographic clustering of jobs to maximise productivity
• Dynamically adjust schedules in response to incidents, delays, or changing priorities
Incident & Maintenance Response
• Oversee coordination of faults, outages, and degraded service incidents across park environments
• Ensure rapid mobilisation of engineering resource aligned to Incident severity & SLA commitments
• Act as an escalation point for major service-impacting issues
• Maintain communication with park operators during incidents, ensuring transparency and confidence
Supplier & Contractor Coordination
• Manage performance of third-party engineering partners and contractors
• Ensure adherence to:
• SLAs
• Quality standards
• Health & Safety requirements
• Escalate and address underperformance where required
Skills & Experience Essential
• Proven experience in a Service Delivery, Field Operations, or Scheduling Management role
• Strong experience managing:
– Field engineering teams (direct or subcontracted)
– High-volume installation and fault workflows
– Demonstrable experience operating in a reactive, SLA-driven environment
• Strong organisational and coordination skills across multiple concurrent activities
• Excellent stakeholder and customer communication capability
Desirable
• Experience supporting Service Provider Technologies, IT or Telecoms products
• Familiarity with scheduling and workforce management systems
• Experience in leisure parks, holiday parks, or similar multi-tenant environments
Core Competencies
• Operational Control: Maintains clear oversight of all delivery and support activities
• Responsiveness: Reacts quickly and effectively to changing priorities and incidents
• Coordination: Aligns engineers, suppliers, and stakeholders to deliver outcomes
• Communication: Provides clear, confident updates and manages expectations effectively
• Continuous Improvement: Identifies and implements efficiency and quality improvements
