Service Delivery Manager

Role overview:

Service Delivery Manager

London

Currys London Campus at Waterloo / Hybrid Working

Permanent

Full Time

Grade 4

At iD Mobile, one of the UK’s leading mobile virtual network operators, we’re passionate about delivering great value, innovative mobile solutions, and exceptional customer experiences to over 1.5 million customers. Since launching in 2015, we’ve grown rapidly through our range of feature-packed plans and latest smartphone offerings. As a dynamic and ambitious business backed by Currys plc, Europe’s leading electrical and mobile retailer, we combine the energy and innovation of a fast-growing brand with the stability and support of a well-established organisation, making iD Mobile an exciting place to build your career.

As Service Delivery Manager, you will play a pivotal role in ensuring the reliability, performance and continuous improvement of iD Mobile’s critical technology and service estate. Working within a fast-paced MVNO environment, you’ll oversee service delivery across a diverse supplier landscape, managing operational performance, incident resolution, and SLA/KPI delivery to support an exceptional customer experience. Collaborating closely with internal stakeholders, technology partners and the wider Currys Group, you’ll be accountable for maintaining service health and driving operational excellence across the platforms and services that underpin iD Mobile’s business.

Role overview:

As part of this role, you’ll be responsible for:

• Managing supplier relationships across iD Mobile’s technology and service partners, ensuring high-quality service delivery and operational performance.
• Monitoring service performance against SLAs and KPIs, driving accountability and continuous improvement across suppliers.
• Producing service reporting and identify opportunities to enhance processes, performance and customer outcomes.
• Managing operational risk and compliance, ensuring issues are proactively identified, escalated and resolved.
• Building strong stakeholder relationships across iD Mobile, Currys Group IT and external partners, providing clear updates on service performance.
• Leading incident and problem resolution, coordinating cross-functional teams to minimise customer impact and restore service quickly.
• Championing service excellence by promoting ITIL best practices and driving a culture of continuous improvement.

You will need:

• Proven Service Delivery experience within Telecoms or Technology environments.
• Strong understanding of MVNO/MNO operations, BSS platforms and ITIL best practices.
• Expertise in supplier management, with a track record of driving SLA and KPI performance.
• To be a confident stakeholder manager, able to build strong relationships and influence at all levels.
• Excellent communication skills, with the ability to communicate complex information clearly.
• Strong leadership and decision-making skills in fast-paced, customer-focused environments.
• Highly organised, with the ability to manage multiple priorities and workstreams simultaneously.
• Experience delivering operational improvements and driving service excellence across supplier ecosystems.

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus.
• Competitive pension scheme.
• Product discounts on the latest tech.
• A range of wellbeing initiatives.
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork) with an expectation to meet in person 2-4 times per month.

Why join us:

Join our team and we’ll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we’ll do our best to help.