Principal Service Manager, Cambridge/ Esher
Roc Technologies delivers secure, transformational IT solutions across the UK, combining resilient infrastructure, advanced cyber security, intelligent automation, and modern cloud services. Our services are supported by a 24/7 Managed Services Operations Centre and backed by industry-leading security accreditations.
As a Principal Service Manager, you will be a senior leader responsible for the overall health, success, and growth of strategic customer relationships. Acting as a trusted advisor, you will ensure services are delivered effectively, customers realise value, and long-term satisfaction and retention are achieved.
This is a high-impact role for someone who thrives at the intersection of service delivery, customer success, and relationship management.
Key Responsibilities
* Build and maintain strong, senior-level customer relationships.
* Own the end-to-end success of strategic and business-critical customers.
* Ensure services meet contractual commitments, SLAs, and customer expectations.
* Lead and manage onsite service teams.
* Drive customer satisfaction, retention, and advocacy.
* Identify service risks, issues, improvement opportunities, and growth potential.
* Manage customer escalations to timely resolution.
* Report on service performance, customer health, KPIs, and SLAs.
* Collaborate cross-functionally to deliver continual service improvement.
* Contribute to account strategy, communications, and business development.
* Champion a "Our Customer, One Roc" culture and coaching mindset.
Essential Skills & Experience
* 5+ years' experience in IT service management or large-scale IT service delivery.
* Strong stakeholder management, including C-suite engagement.
* Experience leading or coaching teams.
* Excellent communication, organisation, and customer-focused skills.
* Comfortable in fast-paced, high-pressure environments.
* Eligible and willing to obtain Security Clearance.
Desirable
* Experience working for a Managed Service Provider (MSP).
* Strong understanding of enterprise technologies.
* Experience driving operational or process improvements.
Who You Are
* Customer-focused, proactive, and solutions-driven.
* Resilient, adaptable, and commercially aware.
* A collaborative leader with a strong "One Roc" mindset.