We move fast with a start‑up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you'll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.
Responsibilities
* Act as the primary service lead for a key customer account, ensuring that all contractual service elements are achieved and exceeded.
* Build robust relationships with senior customer stakeholders and work from the customer’s Bradford office at least three days per week.
* Monitor and improve service delivery, identify and resolve issues, and lead continual service improvement initiatives.
* Serve as a key escalation point for customer issues, problems, and complaints, and collaborate closely with the Service Desk.
* Produce high‑quality documentation and present at regular meetings with both customer and Gamma stakeholders.
* Work cross‑functionally with internal teams to address operational defects and drive improvements.
* Support cost control and growth opportunities, ensuring that all activities are tracked in CRM/ITSM systems.
* Promote Gamma’s values and deliver superior customer service at every opportunity.
Qualifications & Requirements
* Demonstrable experience in ITIL‑based Service Management and best practices.
* Excellent problem‑solving, decision‑making, and communication skills.
* Ability to influence and manage relationships with senior stakeholders, even without direct line management.
* Financial awareness and experience in contract management and cost control.
* Experience with Service Now or Salesforce CRM, and network monitoring tools (e.g., Highlight, SolarWinds), and telecoms/data products.
* A proactive, results‑driven approach, with resilience, adaptability, and a keen eye for detail.
* A‑Levels (or equivalent) and relevant Service/Operational Management qualifications (degree or management qualifications desirable).
* Understanding of the retail sector, including manufacturing and logistics, is a plus.
Location & Working Arrangements
Hybrid from London, Manchester, Newbury or Glasgow offices. The role requires working in the customer’s Bradford office at least three days per week.
Unfortunately, we can’t offer visa sponsorship or relocation support for this role.
Benefits
We offer 25 days of annual leave, plus an extra day off for your birthday. A volunteer day is provided to support a charity that matters to you. Enhanced maternity and paternity pay, childcare vouchers, and a pension plan with 4.59 % contributions from Gamma are available. Group income protection and life assurance (four times your salary) provide peace of mind. Tax‑efficient share save and incentive plans allow you to benefit from Gamma's growth. Private medical insurance through Vitality extends to your immediate family. An electric vehicle scheme via Octopus and a cycle‑to‑work scheme support sustainable commuting.
Equal Opportunity
Gamma is an equal‑opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We do not discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.
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