Design Coordinator Team Leader

About ITS

We exist to ensure the UK has the best full fibre networks, delivering gigabit-capable connectivity to businesses through our growing partner community. This enables opportunity, progress, exploration, creativity, innovation and commerce.

Recognised in the 2026 Sunday Times 100 Tech as one of Britain’s fastest-growing private technology companies, we’re continuing to scale at pace – making this an exciting time to join ITS, for your career, for our business and for the future.

The Opportunity

As Design Coordinator Team Leader, you’ll play a key role in how customer orders move from intake through to handover. Leading the Design Coordination team, you’ll bring structure, pace and care to order validation, survey progression, workload planning and service delivery. This is a hands-on leadership role at the centre of our on-net delivery operation, where clear communication, accurate data and strong stakeholder relationships directly shape the experience our partners and customers receive.

Responsibilities

You’ll lead the team responsible for keeping on-net customer orders moving accurately, efficiently and with a strong customer focus; you’ll be:

• Leading, coaching and supporting the Design Coordination team, setting clear expectations and helping people perform at their best.
• Overseeing order intake and validation, making sure customer orders are complete, accurate and technically feasible before they progress.
• Managing the regional order book, balancing priorities, capacity, delivery risks and SLA commitments.
• Monitoring team performance, quality and workload, using data to spot risks, resolve issues and improve ways of working.
• Coordinating survey scheduling and progression so customers receive timely, accurate updates and avoidable repeat visits are reduced.
• Taking ownership of escalated issues, creating clear recovery plans and keeping internal teams, customers, partners and contractors aligned.
• Maintaining accurate order information across Salesforce and operational systems to support confident decision-making and smooth handover.

About You

We’re looking for an organised, people-focused operational leader who can balance service delivery, quality and customer experience; you’ll likely bring:

• Experience leading or deputising a team in an operational, delivery, provisioning or customer-focused environment.
• A good understanding of telecoms, on-net service delivery or order provisioning processes.
• Confidence managing performance against KPIs, SLAs and agreed service standards.
• Strong planning, problem-solving and escalation management skills, with the ability to prioritise when demand changes.
• Clear communication skills and the ability to build trusted relationships with colleagues, partners, customers and suppliers.
• Comfort working with technical information, operational systems and data to make informed decisions.
• A supportive leadership style, with the confidence to guide people through change and continuous improvement.
• Experience in telecoms infrastructure or a similar service delivery environment (Utilities) would be advantageous

Why ITS

At ITS, you’ll be part of a growing technology business delivering critical full-fibre infrastructure across the UK. You’ll benefit from:

• A role with real influence over customer experience, service quality and delivery performance.
• The chance to lead a team connected to one of the UK’s fastest-growing private technology companies.
• Exposure to business-grade full fibre networks, partner-led delivery and a fast-moving wholesale telecoms environment.
• A collaborative culture where clear communication, continuous improvement and practical problem-solving matter.
• The opportunity to grow your leadership capability as ITS continues to scale.

EDI Commitment

At ITS, we’re proud to foster a workplace where everyone feels valued, respected and supported. We believe diverse perspectives strengthen our business and we are committed to creating an inclusive culture where people can thrive and bring their whole selves to work.