Senior Service Delivery Professional - Service Management

Service Delivery Professional - Service Management - FTC till October 2027

Purpose 

Responsible for the delivery of services through the design, transition, and mobilisation phases, ensuring services meet customer expectations and operational needs. Drives continuous improvement in service quality and customer experience.

Location: We operate a flexible, hybrid working environment with the candidate required to travel to an Chalfont, London or any Arqiva office when required

Total Package

• FTC till October 2027
• Salary up to £40k 
• 6% pension contribution 
• Private Medical 
• 25 days annual leave  
• Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance 
• Training provided to support City & Guilds certifications 

Role Overview:

Responsible for the delivery of services through the design, transition, and mobilisation phases, ensuring services meet customer expectations and operational needs. Drives continuous improvement in service quality and customer experience.

Key Responsibilities:

• Support the fulfilment of customer orders, ensuring service commitments, operational capacity, and delivery expectations are met.
• Assist in the transition of new or updated services, working with internal teams and external partners to ensure smooth implementation and readiness for operational use.
• Support the mobilisation of new customer contracts and onboarding activities, helping ensure seamless integration of services and a positive customer experience.
• Monitor and report on service performance, using data and dashboards to identify issues, highlight trends, and escalate risks such as SLA breaches.
• Contribute to the design and enhancement of services, supporting the creation of scalable, supportable solutions under the guidance of more experienced team members.
• Maintain and update the service catalogue, ensuring service information is accurate, complete, and reflective of current offerings.
• Engage with customers during onboarding or service changes, helping them adopt Arqiva’s services effectively and achieve their intended outcomes.
• Identify and support the management of risks related to service design, delivery, transition, or operational processes.
• Contribute to reducing customer churn by helping ensure the service delivered meets customer expectations and supports a smooth in-life experience.
• Participate in continuous improvement initiatives, assisting in identifying opportunities to improve service quality, efficiency, or customer experience.

Skills & Experience Required:

• ITIL Knowledge — Understanding of ITIL principles and service management best practices.
• Service Delivery — Ability to support the design, mobilisation, delivery, and onboarding of new or changed services.
• Service Operations — Familiarity with service operations tools, monitoring platforms, and operational workflows.
• Service Management — Understanding of SLAs/OLAs and how they support consistent, high‑quality service performance.
• Customer Excellence — Basic understanding of customer experience principles and how to contribute to customer satisfaction and engagement.
• Data Analysis — Ability to work with data, identify basic trends, and support insight‑driven decision‑making.
• Communication Skills — Ability to collaborate effectively with cross‑functional teams and communicate technical information clearly.
• Teamwork — Comfortable working independently or as part of a wider delivery team.
• Problem‑Solving — Ability to support the diagnosis and resolution of service or delivery issues.

Knowledge & Experience

• Experience in service delivery, service operations, or service management, ideally in a technical or customer‑focused environment.
• Exposure to service design, service mobilisation, or customer onboarding processes is beneficial but not essential.
• Understanding of service management frameworks (ITIL or similar) is an advantage.

Qualifications: 

A degree in business, IT, engineering, or a related field — or equivalent professional experience — is advantageous.

Why Arqiva: 

We enable a switched-on world to flow. As the UK’s leader in TV and radio broadcast and the country’s top smart utilities platform, we are shaping the future of connectivity. 

Our infrastructure delivers media and data exactly where they’re needed - whether that’s bringing TV and radio to your home or sending smart meter data to your utility provider. Our technology works quietly behind the scenes, connecting millions every day. 

But it’s not just what we do, it’s how we do it. At Arqiva, you’ll find real connection: supportive teams, active colleague networks and plenty of ways to get involved and feel part of our community. We’ll give you the space and support to grow - whether that’s developing your skills, trying something new or taking on fresh challenges. And because there is more to life than work, our rewards and benefits are designed to support your wellbeing, your lifestyle and what matters most to you. 

Our commitment to Diversity & Inclusion  

At Arqiva, we’re committed to building a workplace where everyone feels valued, heard and empowered to succeed. We welcome applications from all backgrounds and experiences, and we work hard to remove barriers so every colleague can thrive. If you need any adjustments at any stage of the recruitment process, please reach out to [email protected]. 

If this sounds like the right next step for you, we’d love to hear from you! 

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