Head of Service Delivery – Installation Management

The Head of Service Delivery – Installation Management is responsible for leading the end-to-end delivery of installation programmes across Arqiva’s contract portfolio. This role ensures value creation for both Arqiva and its customers by driving safe, high-quality execution. Key responsibilities include overseeing installations, audits, and performance reporting, while effectively coordinating orders to meet project timelines and ensure customer satisfaction.

Location: Hybrid working with weekly visits to an Arqiva office in Daventry (also Winchester, London, Huddersfield) as required, and visits to the customer.

Total Package:

• Up to £90k depending on experience + 15% bonus
• Business Vehicle
• 6% pension contribution
• Private Medical
• 25 days annual leave

Role Purpose:

To deliver revenue into the business in line with expectations of specific programmes and ensure a positive customer experience during programme delivery. Ensure all delivery KPIs are met, including programme deliverables and consumer satisfaction.

The role:

• Establish, lead, and manage internal and contract partner installation teams to deliver customer installation plans on time, within budget, to quality standards, with a focus on safety.
• Develop and maintain relationships with key stakeholders across Arqiva and its customers.
• Oversee installation contracts, ensuring obligations are met within timelines.
• Monitor performance and ensure compliance with contract terms.
• Maintain records of contracts and related documentation.
• Identify risks and develop mitigation strategies.
• Handle non-compliance issues or disputes, ensuring timely resolution.
• Advise senior management on contractual risks and solutions.
• Monitor and analyze contract performance, ensuring KPIs are met.
• Prepare and present performance reports.
• Suggest process improvements based on feedback and experience.
• Stay updated on industry best practices, legal developments, and new technologies.
• Develop relationships with key suppliers for effective management and resolution of post-install issues.
• Align deployment plans between customers, build teams, and service providers.
• Manage key service providers to ensure accurate partner payments.
• Monitor and improve quality management plans to maximize first-time quality installs.

The person:

• Experience in designing and implementing operating models that deliver contractual value.
• Experience in managing high-value, high-volume contracts.
• Leadership experience overseeing installation teams and managing internal and third-party teams.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Experience managing multiple workstreams and partners to deliver outcomes.
• Excellent stakeholder engagement skills.

We are the leader in UK TV, radio broadcast, and the country’s leading Smart utilities platform, shaping the future of connectivity. Our infrastructure ensures media and data are delivered where needed, seamlessly connecting lives through behind-the-scenes technology.

With a rich history and innovative future, we are transitioning to cloud-based media distribution and creating scalable solutions for new connectivity sectors, offering many career development opportunities.

Why Arqiva? Reward. Connection. Growth.

We support your growth both professionally and personally. Our rewards and benefits extend beyond pay, as detailed in our totalreward2025 booklet. Engage with colleagues through networks and events, make a difference in communities, and grow your career with our support every step of the way.