Senior Service Manager

Who are we?

We’ve been providing high quality end-to-end IT solutions since 2001 and are now one of the largest providers of Communications and IT solutions in the UK.  Think of us an extension to our customers’ IT departments, helping them to optimise their technology. We provide a wide range of solutions and services which makes us an ideal choice, regardless of where our customers stand in their digital journeys or the scale of their requirements. We are also 100% committed to building and maintaining exceptional relationships with our customers and strive to consistently improve and develop in all aspects of our business.

What’s it like to work for us?

We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible.  We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

We care about our colleagues and strive to give them the support they need to be the best version of themselves.  We ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more.

What’s on offer?

• Title:                                  Senior Service Manager
• Location:                           Home Based
• Salary:                               Up to £50k per annum
• Contract Type:                 Permanent, Full Time
• Hours:                               37.5 hours per week

As our Senior Service Manager, you will play a pivotal role in providing excellent management of current, future, and retired IT Service provisions for one of our valued customers. You’ll effectively manage our customer’s expectations throughout the service lifecycle, ensuring responsiveness, communication, and innovation in our engagements. This well-respected position involves both internal and external-facing aspects, offering a holistic view of our customers' evolving needs.

You will also collaborate with our Account, Project, and Operational Managers for strategic planning, fostering a cohesive approach. Your role also includes ensuring a thorough understanding of customer contracts, identifying gaps and risks, and implementing necessary mitigations to uphold our commitment to excellence in customer service.

Some of the key responsibilities include:

• Strategically collaborate with Account, Project, and Service Managers for coordinated planning.
• Ensure a comprehensive understanding of customer contracts, identifying and mitigating gaps and risks.
• Align Underpinning Contracts with customer-facing Service Level Agreements.
• Enhance supplier relationships and continually improve post-award supplier processes.
• Provide technical guidance to supply chain stakeholders and support the development of supplier strategies and contracts aligned with customer objectives.
• Establish key external and internal stakeholder relationships, acting as an escalation point for strategic goals.
• Promote and implement ITIL principles, serving as an escalation point for incidents, problems, and changes.
• Lead Service Management improvements, delivering industry best practices and engagement models.
• Maintain in-depth knowledge of Daisy products, supporting individual development aligned with business goals.

Preferred Skills & Experience

• Proven success in managing complex relationships for large-scale customers.
• In-depth ITIL understanding, specifically in Service Lifecycle.
• Demonstrated commercial acumen, including Profit and Loss management.
• Extensive experience in customer-facing service management for both dedicated and multiple customers.
• Track record of overseeing multi-product services in a Service Provider setting.
• Previous experience bridging customer and supplier perspectives.
• Strong industry expertise in Managed Service Provider and Network & Telecommunications sectors.
• Established capability in driving positive outcomes from complex customer relationships.
• Possession of an ITIL Qualification or commitment to accreditation.

Key Competencies

• Effective communication and negotiation skills with a successful track record in influencing internal and customer stakeholders.
• Exceptional written and verbal communication, including executive engagement.
• Customer-focused with a commitment to high satisfaction levels.
• Resilient in fast-paced environments.
• Self-motivated with strong prioritisation abilities.
• Skilled in driving and facilitating change.
• Proficient in influencing, negotiating, and meeting critical deadlines.

Did we mention the perks?

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a generous holiday purchase scheme.
• Free Days – Free day of annual leave for birthdays and weddings.
• Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Home Based or Hybrid Working, to ensure that work WORKS for you.
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

Ready for the challenge?  Apply today or contact our friendly Talent Acquisition Team for more information.