Senior Service Manager

Job description

Senior Service Manager at AllPoints Fibre Networks will lead the strategic service relationship with key partners, ensuring exceptional end-to-end service delivery while continuously improving performance, customer experience, and operational excellence across APFN’s platform and partner ecosystem. What you will be doing: Act as the senior service owner for a portfolio of strategic, Tier-1 partners, ensuring a consistently high-quality service experience Build and maintain strong relationships with senior operational, technical and commercial stakeholders Drive service performance against SLAs and introduce Experience Level Agreements (XLAs) to enhance real-world partner outcomes Analyse service data, trends, and customer insights to identify opportunities for improvement and innovation Lead service reviews (operational, executive, and strategic) and deliver ongoing service improvement plans Act as the voice of the partner internally, aligning cross-functional teams including Operations, Product, Platform and Commercial Oversee incident management and escalation processes for key partners, ensuring clear communication and effective resolution Coordinate service performance across i...