Service Delivery Manager (Last Mile

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The Service Delivery Manager is responsible for ensuring the effective end to end operational delivery of services across the Last Mile portfolio. The role acts as the key operational link between clients, the Service Centre, Field Operations, and internal support teams, ensuring that daily delivery meets contractual expectations, performance targets, and quality standards.

With a strong operational focus, the post holder oversees real time performance, job progression, field productivity, service assurance, and issue resolution. The role requires a hands on, proactive approach to ensuring operational excellence, maintaining a strong field presence, and driving continuous improvement in service delivery.

The Service Delivery Manager also supports the Head of Contract Management by providing operational insights, assisting with client communications, managing escalations, and contributing to service review processes. They help ensure operational activities are aligned with wider commercial strategies and client requirements.

Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our client's expectations while not losing sight of their changing requirements. With over 4500 employees across Ireland & UK we continue to bring people together to make this happen.

• Oversee day to day operational delivery to ensure services are completed safely, efficiently, and in line with client requirements.
• Monitor operational KPIs, SLAs, and performance metrics, taking proactive action to resolve risks, failures, or delays.
• Work closely with the Service Centre to ensure effective job scheduling, workflow management, and resource allocation.
• Maintain a strong presence in the field, engaging regularly with fibre engineers, supervisors, and operational teams to understand challenges, provide support, and drive performance improvement.
• Support operational escalation management, coordinating rapid service recovery to maintain contractual performance.
• Ensure accurate and timely communication of operational updates, risks, issues, and mitigations to internal teams and clients.

• Act as a key operational point of contact for clients, providing updates on service performance, work completion, and any operational issues.
• Support the delivery of operational elements of client reviews, reporting packs, and performance discussions.
• Build strong working relationships with client operational teams to ensure seamless service delivery and mutual understanding of requirements.

• Ensure all operational activities adhere to company Health & Safety policies, industry standards, and regulatory requirements.
• Conduct or support field audits, quality checks, and compliance reviews to ensure consistent standards of workmanship and service quality.
• Drive corrective action plans for quality or safety issues and track completion to ensure sustained improvement.

• Recognize people's right to privacy and dignity, treating every person with respect
• Willingness to embrace integrated model and new ways of working

• Strong operational leadership skills with the ability to manage fast paced field delivery environments.
• Excellent communication and interpersonal skills, comfortable working with engineers, clients, and senior stakeholders.
• Highly organised with the ability to prioritise effectively and manage multiple operational demands.
• Proactive, hands on problem solver with strong analytical thinking.
• Strong attention to detail and commitment to quality and safety.
• Ability to interpret operational data and turn insights into action.
• Competent user of work management systems and Microsoft Office (Excel/Word).

• Experience in an operational service delivery role within telecommunications (fibre), utilities, engineering, or similar field based sector.
• Proven track record of managing operational workflows, field teams, or delivery performance.
• Strong understanding of SLAs, KPIs, operational assurance, and client facing service delivery.
• Experience in engaging directly with clients on operational matters.
• Good knowledge of Health & Safety and Quality Assurance requirements.
• Experience working with job management or scheduling systems (desirable).