TV & B2B Delivery Manager - Virgin Media Ireland

About Virgin Media:

Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.

Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media Sport and our 6 Extra Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.

Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies, with operations in five European countries.

For further information please visit: www.virginmedia.ie

About the Role:

The TV & B2B Service Delivery Manager is responsible for the end-to-end delivery of TV and B2B services, ensuring high-quality, reliable, and customer-centric service provisioning and support.

Operating within an ITIL 4 framework, this role oversees service delivery performance, drives continuous improvement, and ensures alignment between technical solutions operations team, customer teams, and third-party vendors,

The role is pivotal in ensuring seamless service, and ongoing service performance across both services.

Specific Duties & Tasks:

1. Service Delivery Management

• Own the end-to-end delivery of TV services, from order through to installation, activation, in life management – including change, and turndown (retirement) of services.
• Ensure the quality of B2B Operations support provided to our B2B customers and internal stakeholders
• Ensure services are delivered in line with SLAs, OLAs, and customer expectations.
• Monitor and improve service performance, availability, and reliability.

2. ITIL 4 Practice Execution

• Oversee key ITIL 4 practices including Incident Management, Service Request Management, Change Enablement, and Problem Management.
• Ensure effective triage, resolution, and escalation of service issues impacting customers.
• Drive root cause analysis and preventative actions to reduce repeat incidents.

3. Operational Coordination

• Act as the central point of coordination between LG, Network Operations, Customer Service, and third-party vendors for TV services.
• Manage dependencies across OSS/BSS systems, provisioning platforms, and content delivery networks.
• Ensure alignment between planning, provisioning, change and support teams.
• Co-ordinate with customer experience teams, to ensure that any issues are highlighted, triaged and resolved in a timely manner.
• Monitor various TFT WhatsApp Group to identify issues, and work with operational teams to resolve.

4. Customer Experience Focus

• Drive improvements in customer journey from order to service activation.
• Ensure monitoring of TV services across all delivery mechanisms.
• Act on customer feedback and service insights to enhance experience.
• Perform Testing post change

5. Performance Management & Reporting

• Define and track KPIs related to service delivery, faults, installation success rates, and service uptime.
• Provide regular reporting and insights to senior management.
• Use data to identify trends, risks, and opportunities for improvement.

6. Continuous Improvement

• Lead initiatives to improve processes, reduce costs, and increase efficiency using Lean/Agile principles.
• Leverage outputs from the Process Mining (Celonis) to improve service and processes – TV
• Support automation and company digital transformation initiatives (e.g., self-service, remote diagnostics).
• Collaborate with product and engineering teams to improve service design.

7. Supplier & Vendor Management

• Manage third-party vendors.
• Ensure contractual SLAs and performance targets are met.
• Drive accountability and continuous improvement with partners.

Skills & Expertise:

Essential

• Proven experience in service delivery or operations management within telecommunications (TV and/or B2B).
• Strong understanding of ITIL 4 practices and service management principles.
• Experience managing cross-functional teams and third-party suppliers.
• Knowledge of TV technologies.
• Strong analytical and problem-solving skills.
• Ability to manage complex operational environments and competing priorities.

Desirable

• ITIL 4 certification (Foundation or higher).
• Experience with OSS/BSS systems and service provisioning tools.

The Person:

• Customer Focus
• Operational Excellence
• Stakeholder Management
• Decision Making Under Pressure
• Continuous Improvement
• Communication & Leadership

Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business