- Location
- United Kingdom - London · London, England, United Kingdom
- Department
- Operations
- Seniority
- Manager
- Experience
- 5+ years
- Source
- Greenhouse
Description
Who We Are:
At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.
Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.
We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.
We're experts who speak like humans. Ready to build what's next? #JoinTheBand
What We Are Looking For:
The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across Bandwidth’s products and services. As the Manager of the Global Service Delivery team, you will transform the team from a reactive support function into a proactive, consultative partner that anticipates customer needs and drives adoption and value realization. You will work cross-functionally with Sales, Product, and Operations to influence account strategy, advocate for customer interests, and support Bandwidth’s broader evolution from a telecommunications company to a leading software platform provider.
As a key leader, the Manager also plays a critical role in developing talent, scaling processes, and advocating for customer needs at a departmental level.
What You'll Do:
- Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes. Foster a culture of accountability, professional development, and proactive engagement.
- Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership—empowering the team to anticipate customer challenges and identify opportunities to accelerate success.
- Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence.
- Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidth’s platform and services.
- Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention.
- Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility.
- Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability.
- Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success.
- Contribute to the team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience.
- Participate in strategic customer business reviews and key account discussions to represent the Service Delivery team, providing insights on operational performance, service improvements, and opportunities to enhance customer outcomes.
- May be required to participate in or oversee after-hours response during major customer-impacting events.
- Occasional domestic and (potentially) international travel required for customer or team engagements
What You Need:
- Education:
- BA Degree required
- Experience:
- 5+ years of experience in customer-facing account management, service delivery, or program management roles.
- 2+ years of experience managing or leading a customer-facing team.
- Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact.
- Knowledge:
- Strong understanding of program management, VoIP, routing, Local Number Portability (LNP), and enterprise account management.
- Knowledge of operational frameworks, performance metrics, and customer success methodologies.
- Skills:
- Demonstrated leadership skills, including coaching, mentoring, and team development.
- Strong project management and problem-solving skills.
- Excellent communication and executive presentation abilities.
- Experience in managing complex and challenging relationships, technical project management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk, Intercom).
Bonus Points:
- Education:
- Post-graduate qualification.
- Experience:
- The candidate would demonstrate a strong history of customer management and support within numerous global locations.
- 5+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications.
- Familiarity with scaling service delivery in a global organization.
- Knowledge:
- Knowledge of VoIP, SaaS and UCaaS preferred.
- The ideal candidate will demonstrate an understanding of VoIP technology and terminology.
- Familiarity with scaling service delivery in a global organization.
The Whole Person Promise:
At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
- Work laptop and an internet allowance to support the costs of the Internet at home.
- We contribute 8% of your monthly gross salary into your private pension.
- Income protection plan to ensure you’ll receive a regular income if you are unable to work due to illness or injury.
- Life insurance providing financial support to your loved ones in the event of your unexpected passing.
- Health insurance, with extensive coverage, a simple claim process and the possibility to cover your life partner and children.
- Extensive Employee Assistance Programme, offering 24/7 counseling and support on all areas of life (personal and professional).
- Unlimited, free and anonymous consultations with our dedicated therapist.
- Childcare support
- Cycle to work scheme
- 24 days annual leave per year and 1 additional day every 3 years.
- Time-Off Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your time-off - not even with email.
- Additional time-off can be earned throughout the year through volunteer hours and Bandwidth challenges.
- “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
- 90-Minute Workout Lunches, contribution to your monthly fitness subscription and unlimited virtual meetings with our very own nutritionist.
Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.
