Head of Service Management

IT · London, London, City of
Department IT
Employment Type Full-Time

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

Stable and performant IT which meets the needs of our internal and external customers is critical to the success of CFL and it’s partners.  The role holder will have a great business understanding and will be able to organise IT activity to progress operational performance of internal teams such as sales, customer service, billing and revenue assurance as well as external partners in areas such as Wholesale and Indirect Sales.

The Head of Service Management will ensure we establish a strong partnership with the business and external customers as well as implementing an SLA and service review regime, agreeing and driving continuous service improvement across all services provided.

The Head of Service Management will drive IT performance, capacity as well as operational requirements, support with operating models and actions to ensure a strong operational acceptance for project activity.

What you’ll be doing:

  • Establishing and running a strong Service Management function
  • Establish an SLA regime where critical services are monitored and drive out failures
  • Oversee performance and capacity management of critical systems
  • Understand, document and action future capacity needs of the business
  • Own the relationship for IT service elements of the customer engagement
  • Reviewing IT service with the business and with external partners
  • Driving continual service improvement to ensure systems are ready for growth
  • Management, motivation and drive performance of a team of Service Managers

The experience we’re looking for you to bring:

  • 5 years’ experience of running Service Management in a medium / large enterprise
  • A proven track record of continuous improvement and delivering business benefits
  • Experience of setting up a service management function desirable
  • Relationship management with a demanding consumer facing organisation desirable
  • Experience of operationalising a contract to meet service obligations
  • ITIL qualifications desirable
  • Leadership over a critical IT team
  • Excellent communication skills both internal and external
  • Influencing skills to drive critical agendas
  • Commercial thinking across pre-existing contracts and input into new contracts
  • Vendor Management


Why join us:

  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
  • Employment Type