Head of Service Delivery

Greater London, England, United Kingdom

11/13/2024

Who Are Vorboss

Vorboss is building London’s next-generation business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond), and we’re on the hunt for smart, talented people to join us.

At Vorboss, we do the right thing—no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.

We’re proud to have earned one of the best reputations in the industry, and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.

We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us, and promise to provide a supportive workplace based on respect and trust.

Role Overview

Vorboss is hiring a Head of Service Delivery to take our customer service to the next level. We're seeking a leader to drive our in-house Service Delivery team, managing everything from customer onboarding to installation coordination and booking. You'll oversee the team handling all customer interactions, working closely with our design and planning specialists to deliver the right solutions. The role involves pushing projects forward, resolving complex challenges, and setting clear priorities and timelines for all deliveries.

Key Responsibilities

• Lead a team of Service Delivery experts, ensuring excellent customer experience throughout the connection process across central London
• Own the end-to-end customer delivery journey, from onboarding to installation and handover
• Coordinate with Planning and Design teams to ensure technical solutions meet customer needs and commercial objectives
• Work closely with Sales, Build, and Operations teams to maintain project momentum and keep customers informed of progress
• Drive resource scheduling and installation coordination to meet delivery timelines
• Ensure effective customer communication at all stages of the process
• Identify and implement process improvements to optimize service delivery and reduce bottlenecks
• Monitor and report on key performance metrics, with focus on customer satisfaction and delivery efficiency
• Manage escalations and complex situations to maintain customer confidence and project progress
  
  
  

The Right Candidate

• Experience in delivering technology services end to end from pre-sales, onboarding, to installation and handover.
• Leadership experience managing customer-focused delivery teams, ideally in telecom or fibre services.
• Strong understanding of fibre connectivity, including route planning and installation, particularly in buildings.
• Excellent communication skills for interacting with customers, internal teams, and stakeholders.
• Strong organisational skills to manage multiple projects and meet deadlines.
• Experience developing customer-focused service delivery processes
• Commercially-aware decisions maker – able to step back and look at multiple workstreams and prioritise accordingly
• Ability to use data to track performance and make improvements.
  
  
  

You may not meet every single desired requirement listed under "the right candidate" section . If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Benefits

We believe in taking care of our staff both mentally andphysically and in order to support this we offer a range of benefits that youcan access.

• Employee Share Plan-Once an employee at Vorboss, we offerthe opportunity to become a share holder in the company*.
• Company pension scheme.
• Bonus scheme.
• 25 days of annual leave allowance that increases withyears served(excluding bank holidays).
• Private Healthcare.
• Life assurance.
• Income Protection.
• Access to Spill, our mental health support partner.
• Cycle to work scheme.
• Half price gym memberships through the healthcareprovider.
• Free eye test.
• Travel loan.
• Hastee app, to help manage your salary and finances.
  
  
  

(*Terms &conditions apply - amount possible to buy is capped and contingent on pre-existing variables.)

(**This is capped up to a certain salary).

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Diversity, Inclusion, And Equal Opportunities

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites. 

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