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Overview
Location: Manchester, United Kingdom (hybrid options)
Employment Type: Permanent
Contact Centre Operating Hours: 8am-8pm, 7 days a week. Shiftwork applies.
Role purpose
Join a nationwide mission to transform the way energy is delivered and consumed. This role supports the UK smart metering programme by ensuring processes run smoothly and efficiently, contributing to high-quality service and a low-carbon future.
Summary of the role
The Team Manager leads and develops a high-performing team, ensuring operational excellence and exceptional service delivery. This requires strong stakeholder engagement, the ability to motivate and coach team members, and a track record in performance management. You will set clear expectations, monitor progress, provide constructive feedback, and foster a positive, collaborative environment. With excellent people skills and a performance-driven mindset, you will drive continuous improvement and maintain high team morale to meet business objectives.
The ideal candidate will have strong organisational skills, deep understanding of Smart Metering Networks, and the ability to analyse complex technical information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential.
For the first three months, this role will be fully on-site in Manchester to support hands-on training. After this period, hybrid working options may be available, subject to business and client needs.
As part of your duties, you will be responsible for:
* Leading and motivating a team of Service Desk Analysts who deliver high-quality IT support, manage ticketing systems such as Remedy and ServiceNow, troubleshoot issues, and coordinate with suppliers to resolve incidents.
* Driving performance to meet agreed objectives, SLAs, and KPIs.
* Coaching and mentoring team members in line with personal development plans, focusing on technical and soft skills.
* Developing Service Desk Analysts’ skillsets to expand capabilities and provide career growth opportunities.
* Ensuring Service Desk Analysts meet objectives and fulfill role responsibilities.
* Undertaking HR activities such as 1-2-1 meetings, appraisals, disciplinaries, and return-to-work interviews in line with company policies.
* Handling formal escalations from the Service Centre, service providers, and service users, ensuring timely and satisfactory resolution.
Essential qualifications
* Proven experience in a Service Desk or Customer Service environment.
* Previous supervisory or management experience, including direct line management of team members.
* Strong stakeholder engagement skills, with the ability to communicate and build relationships at all organisational levels.
* Demonstrated ability to lead, influence, and develop self and others, acting as a coach to guide and support team growth.
* Proven training skills to develop both individual and team performance.
* Excellent analytical, critical thinking, and problem-solving skills, with a track record of driving continuous service improvements.
* Ability to convey complex information clearly and adapt communication style to the audience.
* Knowledge of the regulatory environment and GDPR, ensuring compliance in all processes and interactions.
* Strong organisational and time-management skills, with the ability to prioritise effectively for self and team.
* Adaptability and openness to change, with a willingness to embrace new ways of working in a fast-changing industry.
* Confidence in acting promptly and decisively when addressing issues or challenges.
Desirable skills and attributes
* Smart Metering / Energy Industry Knowledge – experience handling meter faults, connectivity issues, or providing technical support within the energy sector.
* Ticketing & Email-Based Support – familiarity with platforms such as ServiceNow, Remedy, Zendesk, or similar CRM/ticketing systems.
* Technical Troubleshooting (Non-IT Specialist) – understanding of smart meter functionality, connectivity challenges, firmware updates, and common faults.
* Incident & Escalation Management – skilled in logging, prioritising, and escalating issues for timely resolution.
* Regulated Industry Experience – background in utilities, telecommunications, or other compliance-driven sectors with high service standards.
* Customer-Centric Mindset – committed to delivering exceptional service and effectively resolving customer issues.
Benefits and about EXL
* A market-competitive package and pension.
* ESPP eligibility for EXL employees, plus well-being programs and discounts.
* Professional and personal development opportunities, including online courses, seminars and workshops.
* Equal Opportunity Employer: EXL does not discriminate on race, religion, color, national origin, sex, pregnancy, disability status, etc.
To be considered for this role, you must already be eligible to work in the United Kingdom.
Job details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Management, Customer Service, and General Business
* Industries: Business Consulting and Services, Utilities, and IT Services and IT Consulting
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