Service Delivery Manager

Location: Base location – Caldicot, Wales

Department: Services

Reports To: Technical & Services Director

Salary: £55,000 - £65,000

Role Overview

This is a role for someone who takes ownership, builds structure, and makes service delivery something the business and its customers can genuinely rely on.

Westbase.io operates across three core service delivery pillars: Staging and Configuration, Field Services, and NOC Services (delivered via Westbase 24/7). As the business scales, structured service governance, commercial delivery discipline, and repeatable project management are becoming critical to how we grow and retain customers.

The Service Delivery Manager is a central role within the Service and Technical Directorate. You'll own the end-to-end delivery experience for customers across all three pillars, act as the operational bridge between our internal teams, and bring structured PMO discipline to how we manage, track, and govern service activity. This is not a coordination role. It is an ownership role.

Who are Westbase.io

Westbase.io is a leading distributor of connectivity and networking solutions and services in the UK and Europe. Established in 1988, we help organisations stay Better Connected by combining field-proven technology with comprehensive partner services – from staging and deployment, through to ongoing support via our 24/7 NOC and technical support centre. We’re a specialised distributor serving the enterprise networking, 5G, fixed wireless access and private 5G markets.

Our approach puts partners and their customers first: we work with our partners to select the right vendor solutions and services for their needs, supporting through every phase of delivery.

The Role in Practice

You'll own the end-to-end customer delivery experience across Staging and Configuration, Field Services, and NOC Services, acting as the primary escalation point when issues arise and intervening early when SLAs are at risk. You'll chair regular service reviews with key customers, producing structured output and clear actions, and you'll manage expectations with honesty and clarity – including when delivery is under pressure.

On the governance side, you'll establish and maintain a consistent project delivery framework across all service activity, from straightforward install projects through to complex multi-site deployments. You'll own the project register across the service directorate – ensuring every active engagement has a clear owner, scope, timeline, and commercial baseline – and work alongside the Project Manager to ensure Jira Service Management is used accurately and consistently as the single system of record. You'll also define and enforce a change control process that protects scope and flags commercial implications when customer requests exceed what was agreed.

Internally, you'll coordinate across Technical, Pre-Sales, Field Services, and NOC teams to ensure joined-up delivery, and support the Pre-Sales team with service-related input during bid and proposal phases – making sure that what is sold is genuinely deliverable. You'll manage partner and third-party relationships where they form part of the delivery chain, and track resource utilisation across field and staging teams, flagging capacity risks before they become delivery failures.

Performance reporting is a core part of the role. You'll own the monthly service performance report, using Power BI and Jira data to produce decision-ready insight rather than vanity metrics. You'll identify patterns in service failures or escalations and drive root cause resolution through process or system changes, lead post-delivery reviews for significant projects, and convert lessons learned into concrete improvements. Contributing to service process documentation, runbooks, and governance frameworks is part of how you leave things better than you found them.

The Environment

You'll be joining a growing, commercially driven service organisation that is actively building structure and capability. This is not a business that has everything figured out yet, and that is part of what this role is here to change.

You'll work closely with the Field Service Director, Head of Technical, Head of Pre-Sales, and Business Systems team, with regular interface with Westbase 24/7 in South Africa for all NOC-related delivery. Core operational platforms include Jira Service Management, NetSuite, Microsoft 365, SharePoint, and Power BI.

We don't expect perfection on day one. We do expect you to take ownership quickly, ask the right questions, and build structure where it's missing.

What You'll Bring

You'll bring demonstrable experience in service delivery, service management, or project management, ideally within technology, telecommunications, or managed services. You’ll have a proven track record of managing customer-facing delivery across multiple concurrent workstreams. Experience operating with or implementing a PMO or project governance function, even informally, is important, as is familiarity with SLA management and service reporting in a commercial context. Experience in field services, configuration, or network operations is highly desirable.

You're highly organised, capable of holding multiple delivery threads simultaneously without losing grip on the detail, and a clear, confident communicator who can deliver difficult messages calmly and professionally, both internally and with customers. You're commercially aware; you understand the link between delivery performance, customer retention, and business revenue. You're comfortable in Jira Service Management or a comparable ITSM platform, and you use data to drive decisions rather than just report them. Critically, you build structure where it doesn't yet exist and challenge weak processes rather than work around them.

ITIL Foundation certification is required – candidates without it will not be considered. Higher-level ITIL qualifications (Managing Professional or Strategic Leader) are a strong advantage. Project management certification (PRINCE2, PMP, or APM) is beneficial but not a prerequisite. We value relevant experience and a strong professional track record; we will not reject strong candidates on the basis of formal qualifications alone.

What Good Looks Like

In twelve months, a successful SDM will have brought visible structure and governance to service delivery across all three pillars, and established a project register that the business actually uses and trusts.

Customer escalations will have reduced through earlier identification and resolution of delivery risk. Service reporting will give the leadership team a clear, accurate picture of performance. Strong working relationships will be in place with key customers and internal stakeholders. At least three material process improvements will have been identified and driven to completion.

What We Offer

You'll have access to ongoing professional development and training, working with some of the most advanced networking technologies available in the market. You'll join a collaborative, high-performance team that backs each other to deliver – and that takes the work seriously. It's a fast-paced, focused environment where you can thrive and take real pride in what you deliver.