Operations Service Manager

Operations · London, London, City of
Department Operations
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:

  • You will manage and report on operational performance for the Wholesale business, specifically for our tier 1 wholesale customer, ensuring that contractual service levels are met, identifying any performance issues, and escalating where appropriate.
  • You will be the interface between Operations teams (Network Technology, Customer Engineering and Quality), the commercial team and the customer. 
  • You will work closely with the Commercial Account Director, and drive regular governance sessions with the customer and IT colleagues to ensure customer expectations are exceeded.

What you’ll be doing:

  • Track operational performance, collating reporting into monthly performance review meetings with the customer, ensuring adherence to contractual service levels and identifying any blockers to delivery, along with collaborating with Ops Leads on plans to address
  • Take ownership for fault reporting and fault reviews, driving corrective action where appropriate within operations
  • Manage relationships with customers and operations stakeholders
  • Articulate the needs of the customer to ensure CFL meets its operationally related contractual obligations
  • Solve problems and work collaboratively across the operations teams
  • Manage the Wholesale Business Analyst

The experience we’re looking for you to bring:

  • Demonstrable experience of working with/for telecommunications operators or service partners.
  • Excellent attention to detail and ability to interpret data from different sources, to produce a coherent picture
  • Strong stakeholder management and communication skills
  • Exposure to continuous improvement methodologies
  • Work in a time critical environment
  • People management experience
  • Good literacy and numeracy skills
  • Confident working with various IT systems


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