Service Delivery Executive - Wholesale Connectivity

About VeloxServFounded in 2008, VeloxServ is an independent datacentre and wholesale-only connectivity provider. We work exclusively through our ISP and channel partners and never compete with them for end customers, so our success depends on theirs. That partnership mindset shapes everything we do.
We’re growing, and we’re investing to match. We’re moving to a new headquarters in Wolverhampton, built around our ambition to keep expanding our network partnerships, our platform and our team. It’s an exciting time to join, and this role is part of that story.
Through our UnityPortal, partners can quote and order from a wide range of networks, including Openreach, CityFibre, Sky Wholesale and a growing list of altnets, all in one place. Choice and value matter, but what partners stay for is reliable service and real people who take ownership when it counts.
We’ve built our reputation on exceptional customer service, and we’re proud to be one of the UK’s fastest-growing independent wholesale providers. We’re ISO 9001 and ISO 27001 accredited, and we’re always looking for ways to make ordering, provisioning and support smoother for our partners and our team.
About the roleAs a Service Delivery Executive, you’ll be the person who turns an order into a live service. We build solutions for partners of every size, from private WAN and MPLS networks connecting national retailers across multiple sites, to a single residential or business broadband line. Whatever the order, you’ll own it, keep it moving and solve the problems that get in the way. Partners rely on us to deliver on our word, and in this role, you’ll be part of the team making sure we do. Your work will be visible, your ideas will shape how we work, and you’ll have room to grow.
What you’ll do
Order placement, management & communication

Check new orders for complete and accurate customer, site, product, and technical details, then place them through internal systems and supplier portals
Keep every order in your portfolio progressing with a clear next action, and keep provisioning and ticketing records up to date
Process changes to existing services, including upgrades, regrades, migrations, transfers, relocations and ceases
Coordinate site surveys, engineer visits, and installations
Manage technical handover details, including circuit information, IP addressing and router/CPE requirements
Confirm activation and hand completed orders over to Billing and Support
Track milestones, committed delivery dates and appointments, and chase carriers and suppliers to keep orders on schedule
Resolve blockers such as wayleaves, ECCs, Permits to Work, surveys, network capacity, rejections, missed appointments, and failed installations
Spot stalled or at-risk orders early, escalate where needed and challenge suppliers when commitments slip
Communicate with customers, suppliers and partners by Internal systems, ticket, email and phone
Send clear, regular KCI (keep customer informed) updates on order and fault status, delivery dates, and any delays

Faults

Raise faults with carriers and suppliers, providing accurate diagnostic and site information
Track and update faults through to resolution, chasing carriers and suppliers against SLAs
Coordinate with internal teams to resolve complex or recurring faults

Quality, security, and continuous improvement

Handle customer, supplier, and network information securely and confidentially
Identify recurring provisioning issues, faults, and contribute improvements to processes, supplier management, automation, and internal systems

What we’re looking for
Essential

Strong organisation and attention to detail, with the ability to juggle multiple orders, cases, and priorities
Clear, confident communication with customers, suppliers and partners by ticket, email, and phone, including explaining technical information in plain terms
A proactive, persistent approach: you chase, escalate and challenge rather than wait
Calm and solution-focused under pressure
Understands the commercial impact of delivery decisions, such as ECCs, delays to billing, supplier charges, and compensation
Comfortable using CRM, ticketing, provisioning, and supplier portal systems
Able to work independently while collaborating across teams
Comfortable working to defined processes and procedures

Desirable

Experience at an ISP, telecoms provider, wholesale carrier, reseller, or managed service provider
Knowledge of any of the following:
Broadband (FTTP, SOGEA), Ethernet leased lines, private WAN and MPLS
Openreach and altnet ordering and fault processes
Wayleaves, ECCs and Permits to Work
Migrations, upgrades and ceases
IP addressing and basic networking
Routers, CPE, and service handover
APIs and automated provisioning