Service Delivery Manager – Telecom

The Operations Partner Management team of our client works closely with internal stakeholders and external partners to ensure high-quality, efficient, and sustainable service delivery.

Within the Fulfillment team, the focus is on fiber and coax installations for residential and business customers. The current environment is dynamic and challenging: many processes are still being developed, partners are undergoing transformation, and daily operations often involve escalations and complex individual cases.

For this reason, we are looking for a hands-on Service Delivery Manager who can analyze operational issues and translate them into structural improvements, helping to build a more stable, scalable, and quality-driven fulfillment ecosystem.

Responsibilities

Hands-on operational improvement

Analyze daily operational issues related to fiber and coax installations.

Identify patterns across individual cases and translate them into structural improvements.

Reduce firefighting within the team by structuring work and processes.

Bring clarity and structure to a complex operational environment.

Process definition and implementation

Co-design and improve operational processes.

Ensure that processes are effective and workable in real-life operational environments.

Challenge partners and internal teams on realistic execution.

Implement quality improvements based on operational insights and escalations.

Partner and stakeholder management

Work closely with external contractors.

Follow up on escalations with internal and external stakeholders.

Participate in operational, tactical, and strategic discussions.

Take ownership of complex or long-running problem cases and drive them to resolution.

Bridge between strategy and operations

Maintain a helicopter view while also being comfortable working through operational details.

Translate daily operational insights into structural improvement initiatives.

Act as a link between processes, operations, partners, engineering teams, and customer impact.

Must-have

• Minimum of 5 years of relevant experience in service delivery, operations, change management, or process implementation.
• Proven experience with hands-on process implementation, not only process design.
• Strong ability to bring structure to complex or chaotic environments.
• Excellent cross-functional collaboration skills with internal teams and partners.
• Technical affinity (technical bachelor’s or master’s degree, or equivalent experience).
• Understanding of telecom installation processes (fiber knowledge is a strong plus).
• High stress tolerance and mature decision-making abilities.
• Strong communication skills and the ability to influence and challenge stakeholders.

Nice-to-have

• Experience with FTTH installation processes and measurement workflows.
• Experience with escalation management.
• Experience with change management.
• Experience working with telecom contractors.
• Knowledge of Dutch and/or French.

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