Job Type



3 days ago


City of London, London


Capita Network Solutions are looking for a Service Delivery Manager. You will be a homeworker with regular attendance as requirements dictate to London, Capita and Client offices. Monthly site visits to Capita's Network Operating Centre in West Malling will be required. What you'll be doing:

•being accountable for the overall contractual deliverables of the assigned accounts
•building and developing relationships of trust with key customer stakeholders providing the basis for CNS WAN success
•developing, implementing and managing the governance framework of assigned accounts
•ensuring the delivery of Operational Services contractual deliverables - SLAs and KPI's
•continually driving Service Improvement across the assigned accounts
•ensuring and owning the appropriate communication during client issues and escalations
•owning and delivering the customer P&L/contract on time, quality and budget to ensure orders to billing/cash collection is managed end to end (minimize leakage)
•ensuring the cost base is efficient and maximized in terms of driving underlying profitability and performance (utilization, average cost of labour management)
•understanding and driving the contract to ensure we change control appropriately and deliver value for money for our customers
•managing risks, issues and dispute resolution by liaising with internal departments to solve all commercial problems
•generating high Customer loyalty by high customer CSAT, high customer inside knowledge and high customer touch

What we're looking for:

•Excellent communication and written skills with the ability to engage people at all levels both internally and externally
•Demonstrable Service delivery experience within the Telco industry
•Experience operating within an ITIL environment
•Impactful report writing and presentation skills with solid Excel experience used for complex data or formula manipulation
•Previous SLA Accountability with demonstrable SLA attainment and SIP definition and ownership as appropriate.
•Experience with Network Management performance metrics, including Availability, IPSLA and core ITIL functions namely Incident, Change and Problem
•Familiarity with key Network Management tools such as SolarWinds, PRIME or Remedy
•Qualified CISCO accreditation or similar experience
•Comfortability operating within a 24*7 high availability network management model and experience in managing major incidents, critical P1 outages and leading RCA exercises

About Capita Network Solutions

At Capita Networking Solutions, we're developing the national infrastructure of the future. Our work involves designing, building, operating and optimising networks for customers like the National Air Traffic Service, Transport for London and the Scottish WAN. Our customer engagement team and cyber security teams are keeping people both connected to the services they need and safe as they use them. Join us and discover better ways to connect the nation.

What's in it for you?

•A competitive basic salary
23 days' holiday (rising to 27) with the opportunity to buy extra leave
•The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
•Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
•Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
•Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees. During the application process, you'll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.