Service Management Engineer

We’re looking for a passionate and customer-focused Service Management Engineer to join our team. The Service Management Engineer role unifies our N etwork O perations C entre (NOC) capabilities with customer-facing B2B Service Desk responsibilities to ensure robust service delivery across the customer base . The role monitors service performance , performs regular maintenance, configuration changes, own s incident resolution and B2B customer updates, executes well-controlled change, and maintains high-quality technical documentation—working closely with all areas of the business as well as e xternal partners to meet SLAs and provide a positive customer experience. Reporting to the B2B Delivery Manager , you’ll take a proactive, customer-first approach and bring a genuine interest in new and emerging technologies. You’ll be keen to grow your technical skills through structured learning paths and industry certifications, building a solid foundation across our full suite of products and services. Beyond your technical know-how , you’ll develop a strong understanding of our customers’ needs and play an important role in evaluating and improving our services. As a key point of contact, you’ll be a trusted representative of our company—reflecting our values and delivering an exceptional customer experience in every interaction. The Service Management E ngineer role will include, but not be limited to: Empower Customers and Colleagues : Deliver training , technical support and guidance to both peers and the wider business, ensuring customers and internal stakeholders receive clear, informative guidance through well-structured training materials and knowledge base articles. Own Customer Success in Incident Management : Take full ownership of Network based and B2B customer specific incidents being received by Customer Care 1 st Line , working proactively to identify root causes, and work with the relevant parties for a resolution. Work as Part of a Hi gh P erforming T eam : ensuring that internal and external communication channels are always supported and responses are within SLA. Ensure Seamless Service Delivery : Act as a trusted partner to customers and internal stakeholders by ensuring our services are delivered and maintained , aligned with customer and business expectations, SLAs, and our commitment to outstanding service. Always Proactive : Monitoring service performance and integrity using advanced management tools and systems. Perform regular maintenance, upgrades and configuration changes as required . Getting ahead of issues before they materialise. Prevent Recurring Issues : Play a key role in problem management by identifying patterns, implementing preventive measures, and continu ally improving the customer experience. Drive Order Delivery Success : Engage directly with customers in structured order delivery engagements , ensuring that work is completed efficiently and in alignment with their needs and expectations. Own and Execute Change Management : Manage change with precision and accountability, ensuring all are well-documented, peer-reviewed, and executed in line with best practices. This includes UAT support and understanding the impact of making changes to live environments. Maintain High Standards of D ocumentation: Create and maintain N etwork and B2B C ustomer specific documentation, including but not limited to, network diagrams, configurations, operational and customer specific processes documentation. Take Ownership of Issue Resolution : Triage and escalate issues as needed while maintaining ownership of the process , ensuring timely updates and striving for first-contact resolution where possible. Collaborate for Success : Engage across our internal departments and external third parties where required, to ensure seamless network and customer operations and swift resolution , always prioritizing customer satisfaction and communication. Deliver Exceptional On-Site Support : When required , provide hands-on installation and maintenance service s , ensuring a positive experience for our B2B customers.