Senior Service Manager

Senior Service Manager at AllPoints Fibre Networks will

lead the strategic service relationship with key partners, ensuring exceptional end-to-end service delivery while continuously improving performance, customer experience, and operational excellence across APFN’s platform and partner ecosystem.

What you will be doing:

• Act as the senior service owner for a portfolio of strategic, Tier-1 partners, ensuring a consistently high-quality service experience

• Build and maintain strong relationships with senior operational, technical and commercial stakeholders

• Drive service performance against SLAs and introduce Experience Level Agreements (XLAs) to enhance real-world partner outcomes

• Analyse service data, trends, and customer insights to identify opportunities for improvement and innovation

• Lead service reviews (operational, executive, and strategic) and deliver ongoing service improvement plans

• Act as the voice of the partner internally, aligning cross-functional teams including Operations, Product, Platform and Commercial

• Oversee incident management and escalation processes for key partners, ensuring clear communication and effective resolution

• Coordinate service performance across internal teams and external carrier networks to deliver a seamless experience

• Promote adoption of APFN’s digital platform (aquila), driving efficiency, transparency, and partner engagement

• Support the evolution of service management best practices, mentoring colleagues and strengthening service governance

About you:

• You thrive in a fast-paced, partner-focused environment and enjoy building strong, trusted relationships

• You’re commercially aware and understand how service excellence supports growth and retention

• You’re a natural problem-solver who uses data and insight to drive meaningful improvements

• You bring confidence in engaging with senior stakeholders and influencing at all levels

• You’re collaborative, adaptable, and motivated by delivering outstanding customer experiences

• You’re passionate about continuous improvement and driving operational maturity

Your skills:

• Strong stakeholder management and communication skills, including at executive level

• Proven experience managing complex customer or partner relationships

• Ability to analyse service performance data and translate insights into actionable improvements

• Experience working across multiple operational functions and teams

• Strong leadership capability with experience mentoring and guiding others

• Excellent organisational, planning and problem-solving skills

• Familiarity with customer experience metrics (e.g. NPS, CSAT)

• Proficiency with MS Office tools

Desirable:

• Background in telecommunications, connectivity, or wholesale network environments

• Understanding of service management frameworks (e.g. ITIL)

• Experience working with aggregators, carriers or multi-supplier ecosystems

About us:

AllPoints Fibre is revolutionising connectivity across the UK.

As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre.

Our agile platform, aquila , empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation , efficiency , and delivering smarter digital solutions.

The benefits at APFN...

At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing . You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

Our commitment to Diversity, Equity and Inclusion...

At AllPoints Fibre, diversity makes us stronger . We’re building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We’re committed to:

• Fair pay and equal opportunities for all

• Supporting underrepresented groups through our Women in Telecoms Network

• Investing in future talent with our apprenticeship scheme and mentorship programmes

• Ensuring every employee completes Equality, Diversity & Inclusion training

• Creating a culture where every voice is heard and everyone has the opportunity to grow

We welcome applicants from all backgrounds and experiences. If you’re excited about this role but don’t meet every single requirement, we still encourage you to apply — we’d love to hear from you.

Next steps

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

If you require any reasonable adjustments to be made during your interview process, please tell us in your application or reach out for a discussion about how we can accommodate you in the selection process.