Service Manager
Location: Basingstoke (Hybrid)
We are seeking an experienced and motivated Service Manager to lead our technical service teams and drive high-quality IT service delivery. This is a key leadership role, responsible for managing people, performance, and service operations while ensuring an excellent customer experience. You will play a pivotal part in shaping service strategy, embedding continual improvement, and working collaboratively across the organisation to meet operational and financial objectives. If you are a confident service leader with a strong background in IT or digital services and a passion for developing teams and improving customer outcomes, this could be the perfect opportunity for you.
Your role will involve:
1. Team Leadership: Recruit, train, coach, and manage technical service staff to meet goals.
2. Customer Relations: Build strong customer loyalty, handle complaints, and ensure satisfaction through prompt, personalised service.
3. Operational Oversight: Implement service policies, manage risks, and ensure efficient service desk operations with a focus on continual improvement.
4. Performance & Strategy: Monitor key metrics, develop improvement plans, and support business strategy for the department.
5. Financial Management: Support the operations manager with managing the departmental budgets and work towards meeting financial targets.
6. Collaboration: Work with other departments (sales, compliance & governance) for seamless service delivery and feedback.
Your transferable skills and experience:
7. Proven experience in a management role (. Service Desk Manager, IT Support Manager, Service Delivery Manager) leading teams and overseeing service operations
8. Strong people management skills, including coaching, performance management, and developing multi-skilled teams
9. Experience managing service delivery against SLAs, KPIs, and customer satisfaction measures
10. Skilled in handling escalations, resolving complex issues, and driving continuous service improvement
11. Strong stakeholder management, building effective relationships with customers, suppliers, and internal teams
12. Commercial and operational awareness, including managing budgets, resources, or service costs
Desirable Skills & Experience:
13. ITIL certification or demonstrable experience applying ITIL principles in an IT service management environment
14. Experience working with ITSM tools (. ServiceNow) to monitor performance and drive continuous improvement
15. Familiarity with service reporting, analytics, and metrics to inform decision-making and improvement initiatives
You must be willing and eligible to undergo security clearance for this position
Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in providing excellent customer service, problem-solving, and supporting users in a technical environment, this could be the next opportunity for you.
Your benefits:
26 Days annual leave plus public holidays (3 flexible)
Pension – Double matching contributions of up to 10%
Life assurance
Companywide incentive plans
Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
Perks at work – employee discounts
Employee assistance programme/ virtual GP
Work Your Way is our approach to flexible working – this is available from day 1 of joining