Job Title: Services Offer Manager Department: Innovation and Services Reports to: Head of Innovation and Services Location: Harrogate or remote working, with regular visits to Harrogate HQ Employment Type: Full-time Role Purpose The Services Offer Manager is responsible for the end-to-end development and ongoing management of new Techbuyer service offerings for enterprise IT customers. This role ensures that services are easy to sell, buy and own; designed to meet customer needs, align with market trends, and deliver measurable business value. The position requires strong commercial acumen, cross-functional collaboration, and accountability for service success post-launch. Key Responsibilities Service Development & Lifecycle Management: Lead the creation of service concepts, defining features, benefits, and unique selling propositions (USP). Conduct market research, competitive analysis, and customer persona development. Own the service development process from ideation through launch and continuous improvement. Pricing & Commercial Strategy: Develop pricing models (cost-plus or value-based) and margin expectations. Create quoting templates, pricing tables, and manage quote-to-cash processes. Define discount structures and exception management guidelines. Go-to-Market Execution: Develop promotional strategies including sales training, objection handling, and marketing collateral. Coordinate formal launches, press activities, and industry events with the Techbuyer Marketing team. Customer Experience Design: Map end-to-end customer journeys from research to post-delivery follow-up. Define processes, roles and responsibilities for service delivery and communication touchpoints, including the selection of delivery partners. Performance Measurement & Governance: Establish KPIs for financial success, SLA adherence, and customer satisfaction. Monitor service performance and manage obligations both internally and with chosen delivery partners. Conduct retrospective reviews to improve service quality and profitability. Required Skills & Competencies Strategic Thinking: Ability to translate market insights into actionable service offerings. Commercial Acumen: Expertise in pricing strategies, margin analysis, and risk management. Project Management: Strong organizational skills to manage multiple service development projects. Communication & Influence: Ability to engage stakeholders across sales, operations, and delivery partners. Customer-Centric Mindset: Focus on designing services that deliver measurable customer value. Qualifications Minimum 3 years’ experience in IT enterprise services, product management, or service development. Familiarity with B2B service models and partner ecosystems. Knowledge of IT service delivery models and operational metrics. ITSM qualification is preferred. Knowledge of contractual frameworks and risk mitigation strategies. Knowledge of or experience working in services sales. Key Performance Indicators (KPIs) Number of new service offerings launched and or managed per year. Orders, revenue and margin contribution from services – new or managed. Customer satisfaction scores (CSAT/NPS). SLA adherence and operational performance metrics. Renewals / repeat business.