Service Manager

What the role is about:

You'll own how we run and improve the services we offer. You'll keep customers happy, watch costs, sort out issues fast, and work with product owners and delivery teams to make things better every day.

What you'll do:
• Run the monthly service reviews
• Put together service reports
• Own the budget for service costs
• Handle service escalations and push for quick resolutions
• Keep a good relationship with customers through regular check-ins (visits and calls)
• Monitor tickets for our services and make sure updates are meaningful and timely
• Track and report service availability
• Produce quotes for customers
• Work with Product Owners to feed ideas into the backlog
• Look for improvements or ways to save money
• Review and approve changes to services
• Send out customer communications (and respond when needed)

What we're after (skills and background):
• Degree in IT, Engineering, Business, or similar, or solid real-world experience
• Hands-on experience in service management, account management, or a similar role
• Know-how on service delivery metrics, SLAs, and reporting
• Budgeting or cost-management experience
• Great communication and relationship-building skills
• Comfortable handling escalations and coordinating with different teams
• Familiar with ticketing systems and reporting tools
• Analytical enough to spot optimization opportunities and quantify savings
• PM or backlog experience is a bonus
• Customer-focused with a practical approach to change

Nice to have:
• Experience of the Rail Industry, Planning, Control or Rostering
• ITIL certification

What you'll bring (core strengths):
• Customer management
• Ownership and governance of services
• Problem solving and decision making
• Stakeholder engagement
• Data and reporting
• Financial awareness
• Change management
• Clear, effective communication

How we'll measure success:
• On-time monthly service reviews
• Quality and speed of service reports
• Staying within budget
• How fast and well escalations are handled
• Customer happiness and relationship health
• Ticket SLAs and update quality
• Availability and uptime
• Speed of quotes and backlog input
• Number of improvements and savings put in place

People you'll work with:
• Product Owners
• Delivery/Support Teams
• Customers and key stakeholders
• Finance Teams
• Change Advisory Board (when needed)

Where you'll work:
• Hybrid working 3 days in the office in either Beeston or Newton Aycliffe
• Regular travel to customer sites in the UK

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Information at a Glance