We are seeking a Service Excellence Manager to champion service quality and continuously improve the customer experience across all support functions.
As the highest-level escalation point for both internal team members and external partners, you will coordinate the rapid resolution of high-priority issues, leveraging the experience and skill set across the Helpdesk and specialist teams. A key part of this role is ensuring every escalation leads to genuine improvement, not just resolution. You will also take a proactive approach by building strong relationships with partners, gathering direct feedback on service quality, and conducting regular check-ins — including calls and onsite visits to our highest-spend partners.
Key Responsibilities
* Act as the primary point of escalation for major service incidents raised by internal teams and external partners.
* Own high-priority escalations end-to-end, coordinating Helpdesk and technical resources to achieve rapid, high-quality resolution.
* Communicate clearly and professionally with partners and stakeholders during high-impact situations.
* Conduct post-incident reviews, perform root cause analysis, and ensure corrective actions are implemented and documented.
* Identify trends in escalations, SLAs, partner feedback and ticket data to drive continuous improvement.
* Maintain a high standard of documentation, including escalation notes, corrective actions, and service improvement plans.
* Hold regular service review calls with partners to gather feedback and highlight areas for improvement.
* Conduct scheduled proactive calls and onsite visits with high-spend partners to strengthen relationships and address emerging concerns before they become escalations.
* Work closely with Helpdesk leadership to ensure processes, behaviours and service levels consistently reflect world‑class standards.
* Mentor and guide team members in escalation management, communication and service excellence best practices.
* Represent the Service Excellence function in cross‑team projects to ensure customer‑impact considerations are always central.
What We Are Looking For
* Proven background in service delivery, escalation management, or service operations within MSP, IT, telecoms or comms environments.
* Strong technical understanding across IT or comms technologies and the ability to lead technical conversations confidently.
* Excellent communication skills, with the ability to maintain calm, clarity and authority during high-pressure situations.
* Experience managing customer or partner relationships, ideally including service reviews or account-facing work.
* Strong analytical capability with a proven track record in root cause analysis and process improvement.
* Ability to organise, prioritise and manage multiple high-priority tasks simultaneously.
* Customer‑obsessed mindset with a drive to deliver consistent, measurable improvements.
* ITIL Foundation or equivalent service management knowledge is desirable.
* Experience in MSP, hosted VoIP, networking, or telecommunications is desirable.
* Experience leading or mentoring teams is desirable.
* EMI Share Equity Scheme — own a slice of the Purple Pie.
* Day off for your birthday.
* Additional day off for personal life milestones.
* Give Back Day for supporting a charity of your choice.
* Perkbox discounts across shopping, gyms, restaurants and more.
* Regular social events and team‑building opportunities.
* Career growth pathways into senior service management roles.
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
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