Radio & Satellite Platform Manager overseeing operational support and management of technical aspects. Ensuring reliability and customer satisfaction in platform services.
About the role
- Service Delivery Manager leading operational services for Snapper’s public transport scheme. Ensuring service delivery, incident management and customer relationships are prioritized and effective.
Responsibilities
- Provides leadership and direction across incident management, service monitoring and operational service delivery.
- Manages and coaches the Service Operations team, setting clear expectations and supporting professional growth.
- Owns operational service performance, including adherence to Service Level Agreements (SLAs) and operational KPIs.
- Ensures effective incident management practices are in place, including triage, escalation, communication and resolution.
- Acts as the escalation point for major or high‑impact incidents, coordinating resources and communications across internal teams and external partners.
- Maintains a strong understanding of contractual obligations and ensuring operational practices align with these commitments.
- Works closely with technical, operations and customer care teams to ensure day‑to‑day service issues are resolved efficiently.
- Proactively identifies risks, trends and systemic issues, and driving continuous improvement initiatives.
- Ensures clear, timely and consistent communication with internal stakeholders and customers during incidents and operational events.
- Oversees operational reporting, ensuring insights are accurate, meaningful and drive action.
- Maintains and evolves service operations documentation, frameworks and processes to support scale and consistency.
Requirements
- Proven experience leading operational or service delivery teams in a technology‑enabled or service‑based environment.
- Strong understanding of service management, incident management and SLA‑driven operations.
- Experience managing customer and partner relationships, ideally in a B2B context.
- Ability to translate between technical teams and customer or business stakeholders with confidence.
- Ability and desire to learn the technical landscape, language and tools used by Snapper and our customers and users
- Strong organisational skills, with a focus on follow‑through, accountability and continuous improvement.
- Calm, structured decision‑making in fast‑paced or high‑pressure environments.
- Empathy for customers and team members, paired with clear and confident communication.
- Experience developing and maintaining operational processes, documentation and reporting.
- A collaborative mindset and the ability to work effectively across multiple teams and disciplines
Benefits
- Professional development opportunities
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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