Overview
The Services Manager is responsible for leading a small, high‑performing team to deliver exceptional service performance, operational efficiency, and customer satisfaction. This role ensures that day‑to‑day service operations run smoothly, supports continuous improvement initiatives, and plays a key part in driving service excellence across the organisation. The ideal candidate will demonstrate strong leadership capabilities, outstanding communication skills, and proficiency in Microsoft Excel and the wider Microsoft 365 suite. How you'll make an impact Team Leadership & Management Lead, motivate, and develop a small services team to achieve performance targets and service levels. Conduct regular 1:1s, performance reviews, and support team development plans. Manage workloads, resource allocation, and team scheduling to ensure consistent service delivery. Promote a positive, collaborative, and accountable team culture. Service Delivery & Operations Oversee daily service operations to maintain high standards of quality and efficiency. Monitor KPIs, SLAs, and operational metrics, ensuring timely reporting and corrective actions where needed. Identify and implement process improvements to enhance service performance. Support escalations and ensure timely resolution of customer or internal issues. Data, Reporting & Analysis Produce accurate and insightful reports with experience of excel Utilise Microsoft 365 tools (Word, PowerPoint, Power BI, Teams, SharePoint, Outlook) to support reporting, communication, and service optimisation. Analyse trends and data to inform decision‑making and recommend improvement strategies. Stakeholder Management Work closely with the Service Director to support strategic projects and departmental goals. Collaborate with cross‑functional teams to improve service processes and customer experience. Communicate clearly with internal and external stakeholders, ensuring expectations are understood and met. About You Essential Proven experience in a service management or team leadership role. Strong people‑management skills, with the ability to mentor and develop team members. Proficiency in Microsoft Excel (formulas, data analysis, dashboards) and confident use of Microsoft 365 applications. Excellent organisational and time‑management skills. Strong analytical mindset with the ability to interpret data and drive improvements. Professional communication skills—both written and verbal. Desirable Experience within a service‑focused environment (, managed services, customer service, technical services). Understanding of process improvement methodologies. Experience working directly with senior leadership. Personal Attributes Proactive and solution‑oriented. Detail‑focused with strong problem‑solving abilities. Able to remain calm under pressure and manage multiple priorities. Collaborative, supportive, and committed to delivering high‑quality service. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more…