Overview
Roc’s Principal Service Managers are senior leaders within Roc, crucial in building and developing strategic customer relationships, driving long-term customer satisfaction and retention, shaping customer service and strategy, and guiding junior colleagues. They are responsible for the efficient and effective management of the services Roc delivers, ensuring they meet customer needs and contractual promises, and act as strategic advisors to those customers. They oversee the end-to-end health and success of customer relationships, acting as trusted partners throughout the client journey with Roc.
In this role, you drive customer satisfaction and advocacy, ensure value realization, identify growth opportunities, and work cross-functionally to shape scalable service strategies and continuous improvement initiatives. This is a high-impact role at the intersection of service delivery, customer success, and relationship management, requiring strong leadership and strategic thinking.
Key Responsibilities:
* Build and maintain strong, strategic relationships with customers at various levels across organisations, understanding goals, challenges, and success milestones.
* Actively manage business-critical, strategic clients, ensuring satisfaction and success by aligning Roc with evolving requirements.
* Manage onsite team supporting delivery of services.
* Demonstrate a team-first mindset with a “Our Customer, One Roc” approach.
* Champion a coaching culture with a focus on "do it right, do it once."
* Report and present on service performance and customer health KPIs and SLAs, driving continuous improvement and customer satisfaction.
* Share best practices and strategic guidance to help customers achieve success.
* Identify and manage service risks, issues, and opportunities.
* Collaborate with internal and external teams to drive continual service improvement across the customer lifecycle.
* Contribute to account strategy, communications, and business development plans.
* Collaborate across departments to ensure consistency and drive customer-first thinking throughout the business.
* Support and manage customer escalations, taking ownership of timely resolution when required.
* Drive retention, engagement and upsell opportunities with existing customers.
* Minimum of 5 years’ experience in IT service management or managing large-scale IT maintenance projects.
* Excellent organisational, communication, and customer service skills.
* Experience leading or coaching others, even informally.
* Eligible and willing to gain Security Clearance (DV).
* Experience working for a Managed Service Provider (MSP).
* Existing SC or DV Security Clearance.
* Deep understanding of enterprise and consumer technologies.
* Operational and process improvement expertise.
Who You Are → Note: (Bullet list below)
* Highly organised, proactive, and methodical.
* Customer-obsessed with a problem-solving mindset.
* Strong conflict resolution and negotiation skills.
* Adaptable, resilient, and action-oriented.
* A team player with a “One Roc” mindset.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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