We’re Hiring - Service Manager Salary - up to £50,000 (DOE) Location - Any Focus Office Key Benefits: Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday. Give Back: Enjoy paid volunteering days to support causes you care about. Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team. Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment. About Us: Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry. Job Purpose: Our team of Service Managers play a vital role to ensure that key customers service levels are monitored and managed, ensuring clients are satisfied and their expectations are met. You'll be responsible for providing operational service management to high value customers and provides leadership internally in support of customer issues resolutions. Key Responsibilities: Manage and lead end-to-end telephony/I.T. operations life cycle. primary POC, ongoing project management, regular client reviews and reporting, performance and capacity reviews. Lead and motivate our service teams towards the best performance for our customer operations; Represent Focus Group as the “face to the customer” responsible for the main communication flows with the customer. Monitor the service level provided to the customer, being ready to influence the daily operation so necessary results are achieved. Oversee the overall performance of all service teams that interface with the customer operation, being able to influence and direct their work towards customer satisfaction. Gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned. Drive Change Management – consultation and assistance with all requests, oversight of recurring activities, escalation. Skills & Experience: Experience supporting software/hardware deployment operations. Experience in customer relationship management and service level management. Solid experience of handling service escalations and working as part of a virtual team. General comprehension of telephony and IT technologies. Familiarity with ITIL framework – particularly incident management, change requests, problem management and service/help desk operations. Experience working with large customer accounts as a service manager or related function. Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you. At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help. Ready to make a real impact? Apply now!