At Croft, we exist to deliver Service. Uncomplicated.
Croft began life as a B2B mobile service provider headquartered in Hertford, with 18 people supporting 800 customers, predominantly across the Southeast of England. The business was built on an obsession for top quality customer service, which is the bedrock for how we approach our customers today.
We're now proud to support around 4,500 customers across the UK from our 10 office locations, with a fantastic team of nearly 200 people. We've diversified our revenue streams and service offering massively and now provide a wide range of IT, Unified Comms and business mobile managed services.
Like the sound of the sound of Working. Together? Great – you'll fit right in.
Our Values outline how we'd like every Croftie to show up each day.
⦁ WOW THE CUSTOMER ⦁ GIVE A SH*T ⦁ GROW ⦁ BE CROFT
The Role
The Service Manager is responsible for ensuring the delivery of high-quality services to clients, maintaining strong operational performance across contracts, and acting as a key advocate for customer satisfaction. This role serves as a vital link between customers and internal teams, balancing day-to-day operational governance with forward-looking service improvement and transition management.
The successful candidate will play a critical role in shaping and formalising the Service Management function at Croft. This is not a role to simply inherit a process, but to help build and scale it. You will work closely with existing Service Management personnel and internal teams to introduce consistent, governed practices that support both current and future growth. Initially, the role will be aligned to a new public sector framework customer, requiring a confident and experienced approach to service governance, stakeholder engagement, and compliance-led delivery.
Responsibilities
Customer Relationship & Advocacy: Act as the customer's operational champion, ensuring ongoing engagement, satisfaction, and responsiveness. Build trusted relationships with key client stakeholders, including those in regulated or public sector environments.
Contract and SLA Governance: Be accountable for maintaining strong operational governance frameworks, particularly for public sector and regulated customers, ensuring adherence to framework expectations and audit requirements.
Operational Performance Management: Lead regular service reviews and operational performance analysis; ensure KPIs and OLAs are met and continuously improved. Establish scalable performance frameworks that can be adopted across customers and service teams.
Incident and Escalation Management: Own the end-to-end management of major incidents and escalations. Coordinate communication, drive resolution efforts, and manage post-incident reviews and actions.
Service Improvement Planning: Develop and maintain service improvement plans aligned to client needs and internal service strategies. Identify trends, propose solutions, and track benefits realisation.
Change & Transition Oversight: Support operational readiness for new service introductions and transitions. Ensure change management processes are followed and customer impacts are understood and communicated. Embed lessons learned to evolve onboarding and service adoption processes.
Commercial Awareness: Understand contract scope, cost-to-serve, and service margins. Collaborate with commercial teams to identify risks and opportunities, without owning financial performance directly.
Internal Stakeholder Management: Act as a service advocate internally, working cross-functionally with technical, delivery, support, and commercial teams to ensure aligned and effective service outcomes. Support the wider business by introducing and socialising scalable governance practices.
The Individual
Proven experience in service management or customer success roles, ideally in technology or managed services environments.
Experience working in environments where processes or teams were still maturing, with a proven ability to bring structure, governance, and standardisation to service delivery.
Experience with public sector or compliance-driven customers (e.g., framework delivery, governance audits, policy-led reporting) is highly desirable.
Strong understanding of ITIL principles and operational governance.
Experience managing service reviews, SLAs, and customer escalations.
Adept at working autonomously while influencing senior internal and customer stakeholder.
Qualifications
Relevant formal education (e.g., GCSEs, A-Levels, vocational IT or communications training), or equivalent practical experience.
Industry certifications such as ITIL Foundation or equivalent service management training are desirable
Vendor or technology-specific accreditation's relevant to the role focus (IT or UC/UCC accreditation is highly beneficial).
Formal or informal training in leadership, mentoring, coaching, or team management is advantageous and encouraged.
About Croft
Croft is a fast-growing IT and Telecommunications Managed Service Provider (MSP) on a mission to simplify technology for our customers. From Mobile to IT and Unified Communications, we deliver connected, innovative solutions that support businesses across the UK.
Following rapid growth through 22 acquisitions, Croft is now entering an exciting phase of transformation — unifying our services, standardising delivery, and scaling with purpose. With over 180 talented professionals, we're building a business where customer experience, technical excellence, and team culture come together to create something genuinely different.
This role can be completed remotely with client site visits.
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Private medical insurance
* Work from home
Work Location: Hybrid remote in Kingswinford DY6 7YB
Reference ID: 65785