Service Manager

Service Manager

Permanent opportunity

Based on-site in Stoke

£40,000 - £45,000 per annum

Discretionary bonus

Job Description

As part of the Service Delivery team, the Service Manager (SM) is responsible for all activities related to the efficient and effective provision of service to meet the requirements of customer contractual obligations. Leading the client relationship for service, working with the Client Manager, the SM is the key customer service management representative throughout the lifecycle of the managed services contract.


  • Act as the primary service management contact for the customer

  • Manage customer expectations in line with customer contracted services.

  • Oversee the management of Service Levels in accordance with the SLA (Service Level Agreement)

  • Attend relevant third-party service provider meetings as required Co-ordinate and oversee customer experience and customer satisfaction activity. This may include:

  • Act as escalation point within the business for the customer.

  • Co-ordination and execution of weekly, monthly, quarterly, and annual Service Review Meetings in accordance with the Service Level Agreement and Service Schedule.

  • Generate management summary / dashboard report to show delivery against Services in accordance with the Service levels as required.

  • Weekly, Monthly and/or Quarterly service level & performance reporting in line with Service Levels

Skills and Experience

  • Previous service delivery management experience in an IT managed service environment.

  • Excellent customer service and communication skills

  • You must understand the importance of management controls, processes, and procedures in the delivery of services.

  • Experience of managing multiple relationships in a fast-paced environment.

  • Proven ability to work creatively and analytically in a problem-solving environment.

  • Self-motivated - personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change.

  • Stakeholder Management

  • Degree level education or equivalent demonstrable experience.

  • 3+ years' experience working for an MSP (Managed Service Provider)

  • ITIL (Information Technology Infrastructure Library) Certification (ITIL v3 Intermediate + or ITIL v4 Managing professional/ITIL Strategic Leader)