Position: Service Manager
Location: Ringwood, Hampshire + Hybrid home working
Salary: £30–£33k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
As a Service Manager, you will be part of an established service management team responsible for the day-to-day operation of our business-as-usual support services. This includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run smoothly and effectively. You will help maintain our key performance indicators, produce customer reports, and serve as an escalation point for both internal and external stakeholders. In addition, you will analyse service metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement.
Duties Include
* Support the team to meet and achieve key performance indicators and service levels.
* Produce and analyse customer-facing reports, transforming data into clearly presented documents, providing details on service quality, customer experience and trends.
* Line management and development for Support Technicians – recruit, train, mentor, and support colleagues to their best potential.
* Manage high severity and major incident tickets, ensuring alignment to existing processes and lifecycle.
* Promote excellent customer service, acting as a point of escalation for complex queries or complaints.
Skills And Experience
* Experience and knowledge of utilising ITIL best practice.
* Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
* Ability to prioritise workload, balancing multiple demands while maintaining service quality.
* Willingness to learn and succeed.
* Experience managing SLAs and KPIs to ensure consistent, high-quality service delivery.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.
Package
* Company Profit Share (first £3,600 is tax free).
* 22 days annual leave plus bank holidays, increasing with length of service.
* Birthday as additional paid leave.
* Company sick pay policy.
* Pension scheme.
* Private Medical Insurance including dental.
* Free parking.
* Hybrid working.
* Progression opportunities.
* Fresh fruit, the occasional pizza and a posh coffee machine.
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