Job Purpose: The Service Management Director is accountable for leading the Service Management function and acting as the senior point of contact for a portfolio of key customer accounts. This role will ensure that service levels, operational performance, and customer satisfaction meet or exceed expectations by managing a high-performing team of Service Managers and Service Executives and working with the wider Indigo organisation. This is a customer-facing leadership role with accountability for building strong relationships, ensuring delivery excellence, continual improvement, and driving a proactive, value-focused service experience for allocated strategic accounts. Key Responsibilities: Leadership & Strategy Own the end-to-end service management function, setting standards and ensuring effective delivery of operational services to customers. Lead, manage, and develop a team of Service Managers (SM) and Service Executives (SE), ensuring roles and responsibilities are clear and performance is consistent. Establish best practices, reporting and service governance models to ensure consistent customer experience across allocated accounts. Support strategic account planning by providing insight into service risks, trends, and improvement opportunities Work with Sales, Project Delivery, Support Services and Field Operations to ensure smooth transition of services into steady-state support. Contribute to service design, ensuring operational support is scalable, efficient, and meets evolving customer needs. Customer Engagement Act as the main service management point of contact for allocated customer accounts, maintaining senior-level relationships and ensuring service issues are resolved swiftly and effectively. Working closely with Account Manager and Pre-Sales for allocated accounts to grow customer relationships that support profitable growth and long-term customer relationships. Lead service reviews and reporting cycles for key accounts, presenting performance, risk, and improvement plans. Drive customer satisfaction, loyalty, and retention through high-touch engagement and proactive service delivery. Lead monthly customer review meetings and collate associated performance packs for issue to customer. Operational Excellence Monitor and report on service levels, SLAs, KPIs recommendations on how to improve the services. Lead problem management and root cause analysis for any systemic issues affecting service delivery and recommendations on how to address. Collaborate with internal teams (e.g. Sales, Operations, Field Engineering, NOC) to ensure operational alignment and continuous improvement. Collaborate with Finance and Commercial Teams to ensure accurate billing, margin management, and service profitability. Ensure robust governance and compliance with all contractual and regulatory requirements. Service Improvement & Transformation Identify opportunities for service innovation and operational efficiency and work with the Product Team to enhance services and develop new services in response to customer demand. Drive continuous improvement initiatives to enhance service quality and reduce cost. Oversee the implementation of new systems, tools, or processes that improve service delivery. People & Performance Management Provide clear direction, coaching, and performance management to SMs and SEs. Drive a culture of customer focus, ownership, and continuous improvement within the service management team. Recruit, retain, and develop talent within the team to meet current and future business needs. About You Skills and experience 8-years of experience and proven leadership of a service management or customer success function in telecoms, digital infrastructure, or a related technical service environment. Strong customer-facing experience, with the ability to manage complex stakeholder relationships and drive customer value. Demonstrable experience in leading teams managing SLAs, service reporting, and escalations. Ability to influence cross-functional teams and collaborate across global operations, engineering, and support functions. Exceptional communication, presentation, and stakeholder management skills. Strong analytical and problem-solving abilities. Experience in managing budgets, service reporting, and P&L ownership. About Us At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like FTTH, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.