We are looking for a Service Manager

Location: Telford

Salary: £48,000-50,000

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Hybrid, 3 days in the office

About the role

The Service Manager is the primary point of contact for managed service Partners/Customers, ensuring consistent service delivery, performance and continuous improvement across the lifecycle of contracted services.

Key responsibilities

• Voice of the Customer: Champion partner requirements and feedback across the business. Gather insights to influence service improvements, product development, and operational changes.

• Service Delivery & Performance Management: Conduct regular service review meetings, presenting performance against SLAs, KPIs, and success measures. Highlight opportunities for growth and service improvements. Provide regular business updates on products and services.

• Service Improvement & Development Plans: Own and maintain Service Improvement Plans (SIPs) and Service Development Plans. Continuously assess service quality and drive actions to address issues or enhance offerings.

• Escalation Management: Support major incidents and escalations effectively, ensuring documented processes are followed while coordinating across internal teams (Provisioning, Assurance, etc.) for timely resolution.

• Stakeholder Engagement & Communication: Engage internal and external stakeholders to build strong relationships. Support communication strategies to keep partners informed about new products, network changes, outages, or enhancements.

• Driving Engagement & Digital Adoption: Promote and educate partners on self-serve tools and portals. Drive digital adoption to improve operational efficiency for both sides.

• Cross-Functional Collaboration: Work closely with Account Managers/Directors for account growth, and with teams across Operations, Sales, and Commercial functions. Influence virtual teams (no direct line management) to deliver results.

• Operational Excellence: Identify and deliver sustainable process improvements. Ensure adherence to contractual obligations while supporting broader business goals.

• Reporting & Insights: Provide performance data, partner insights, and recommendations to support strategic decision-making.

About you

• Broad background in the telecoms industry at an operational level.

• Understanding of ethernet and broadband technologies, delivery lifecycle and assurance processes.

• Proven experience in service delivery, incident & problem management, and SLA performance management within a telecoms or managed service provider environment.

• Experience acting as a Partner/Customer-facing Single Point of Contact (SPOC), managing escalations, and driving service recovery.

• Experience in stakeholder management across internal teams (e.g., provisioning, assurance, technical, sales).

• In-depth understanding of telecoms connectivity products and technologies, including Ethernet, MPLS, Broadband, cloud connectivity, and associated managed services.

• Strong knowledge of service management processes, including incident, problem, change, and SLA management in a telecoms or managed service provider environment.

• Good understanding of wholesale telecoms operations, Partner/Reseller business models, and the end-to-end Partner/Customer journey.

• Familiarity with key industry tools and systems, including ticketing systems (e.g., Remedy, ServiceNow), CRM platforms, network monitoring tools, performance reporting dashboards, and partner portals.

• Incident and problem management skills, including root cause analysis and driving service recovery/improvement plans.

• Strong written and verbal communication skills, including the ability to conduct effective service reviews and present performance data to Partners/Customers and internal stakeholders.

• Proficiency in MS Office (especially Excel, PowerPoint) for reporting, dashboards, and service review documentation.

• Partnership-led (acts like an extension of the partner’s team)

• Operationally responsive (moves quickly, escalates early, solves friction)

• Simplicity-first (reduces complexity; makes things easy to buy, onboard and run)

• Human support mindset (clear, supportive, calm under pressure)

• Straightforward communication (no jargon for jargon’s sake)

• Ownership and follow-through (deliver outcomes; closes loops)

It would be great if you have any of the following, but it's not essential:

• ITIL Certification (Foundation or higher) or equivalent service management framework.

• Project management qualification (e.g., Prince2 or equivalent).

• Relevant industry or technical certifications (e.g., Cisco CCNA/CCNP, AWS/Azure Fundamentals, or other telecom-specific accreditations).

• Knowledge of key telecom technologies and platforms (e.g., SD-WAN, SDN, cloud infrastructure, APIs/Portal-style tools, network monitoring).

• Data analytics and reporting skills – proficiency in using metrics, dashboards, and tools to track SLAs, customer satisfaction (CSAT/NPS), and operational performance.

• Advocacy for self-serve/digital tools and driving adoption among Partners/Customers and internal teams.

• Experience of working across all organisational levels and with multiple internal teams (e.g., Provisioning, Assurance, Technical Service Management, Sales).

• Experience in contract management, renewals, or commercial support activities that contribute to Partner/Customer retention and revenue growth.

• Familiarity with key tools and platforms used in telecom service management (e.g., network monitoring systems, ticketing tools, reporting dashboards, or partner portals).

Qualifications

• Educated to degree level or equivalent professional experience (typically 5+ years in a relevant Telecommunications, IT, or service management role).

• Right to work in the UK.

What we offer

• Competitive base salary.

• Generous holiday allowance and flexible working arrangements.

• Supportive, inclusive culture with and cross-functional collaboration.

How to apply

Please submit your CV and if you wish, a brief covering note outlining your relevant experience and why you are interested in this role. We will review applications on a rolling basis and contact shortlisted candidates to arrange interviews.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.