Operational Delivery Manager - Order Management

Join our Team as a Operational Delivery Manager- Order Management! Location: Remote (UK) Salary: Competitive Hours: Monday to Friday 08:30- 17:00 About the role: As our Operational Delivery Manager, you’ll lead a high‑performing Order Management team responsible for delivering exceptional customer onboarding experiences across our cloud and connectivity products. This is a role for someone who thrives on driving quality, speed and customer satisfaction, ensuring every delivery journey is smooth, transparent and positive. You’ll shape a culture of collaboration, continuous improvement and operational excellence, empowering your team to deliver outstanding results while keeping customers at the heart of every decision. What makes you a great fit: Proven leadership skills with the ability to build, inspire and motivate high‑performing teams Strong project management mindset with the ability to prioritise, reduce risks and simplify complexity A strategic thinker who is resilient, self‑motivated and highly collaborative Skilled at holding individuals and teams accountable while promoting responsibility and ownership Demonstrated success in developing and delivering robust, transparent implementation processes Excellent communication skills with the ability to support, mentor and develop people Strong analytical and decision‑making skills, using data to drive clarity and outcomes Continuous improvement mindset with a track record of implementing meaningful change Calm under pressure, able to navigate challenging situations with professionalism High commercial awareness and understanding of how operational performance impacts the wider business Ability to plan and prioritise effectively to meet deadlines Passionate about delivering exceptional customer experiences and inspiring others to do the same Key responsibilities: Lead, coach and develop the Order Management team to deliver high‑quality customer onboarding Foster a culture of continuous improvement, regularly reviewing key metrics and setting objectives Monitor team performance and drive swift improvements where needed Manage resource planning and forecasting to ensure SLAs are consistently achieved Act as workstream lead for integration projects Handle escalations from internal teams, customers and third parties, ensuring swift resolution and shared learnings Provide weekly updates and performance reporting to the Head of Operational Delivery Maintain and enforce departmental processes, ensuring documentation and knowledge levels remain high Drive exceptional customer experience across cloud and connectivity implementations Own internal projects requiring Order Management involvement Review team outputs to ensure high‑quality customer engagement and strong CSAT performance Identify and resolve cross‑team process roadblocks Support onboarding of new products and services, ensuring clear processes and effective training Build strong relationships with internal stakeholders to promote a unified, one‑team culture Develop and maintain productive relationships with external suppliers to optimise delivery performance Perks for our People: Holidays : 25 days + bank holidays and buy/sell options Other Leave : Birthday day off, 12 paid hours for flexible use, Volunteer day EV Scheme : Lease a brand-new electric car Lifestyle : 9% combined pension contribution and 4x salary life assurance Rewards : Quarterly and annual employee awards, discounts on tech Socials : All-expenses-paid company events Development : In-House Training Academy Wellbeing : 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support Who we are: Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences. ED&I: We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.