Are you passionate about delivering exceptional service and building trusted client relationships? NHS Shared Business Services (NHS SBS) is seeking an experienced and driven Service Manager who will champion high standards of performance, compliance, and client satisfaction across our service delivery. In this pivotal role, you will act as the voice of the customer and the business, driving service excellence across Finance & Accounting and Procurement functions. You'll work closely with senior collaborators to identify opportunities for growth, resolve service issues, and shape future service offerings that add real value to our NHS clients. You'll be part of a supportive team with a hybrid working model - primarily working from home, with travel to our Leeds office for training, team meetings, and catch-ups, and occasional client visits. We recognise that work-life balance isn't a luxury - it's a necessity. Whether working from our modern, collaborative offices or at home, we give employees the flexibility to help them achieve a healthier work-life balance and perform at their best. What you'll be doing: Build and maintain trusted relationships with senior NHS collaborators, acting as the first point of contact for service-related matters. Lead regular service reviews, monitor SLA performance, and promote contract compliance. Resolve service issues and complaints, identify root causes, and drive continuous improvement. Promote client satisfaction and advocacy through NPS tracking and feedback analysis. Identifying growth opportunities within the existing client base to expand service value to our clients Support new business and account management teams with service shaping and case development. Maintain client-side adherence to "Right at Source" service models and embed best practices through customer engagement. Monitor service risks, communicate planned changes, and maintain quality assurance. Collaborate with internal teams (e.g., IT, Risk, HR etc) to deliver flawless service and represent the voice of the customer internally. What you'll bring: Service & contract management experience, preferably in a similar industry. Solid understanding of business operations and working practices within Procurement and Finance & Accounting, with the ability to apply this knowledge effectively in a customer-focused environment. Familiarity with the NHS/public sector and how it operates. Sales and on account growth experience. Strong understanding of contract management protocol. Ability to identify & implement service improvements. Excellent communication skills, both written and verbal, with the ability to build relationships and influence collaborators at all levels. Detail orientated with strong organisational and time management skills. Ability to work independently and collaboratively in a dynamic and goal-oriented environment. Proficiency in CRM software, Microsoft Office suite and Contract Management Tools If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Employment Type: Full-time, Part-time, Permanent or Fixed Term Contract Location: UK - Hybrid with travel Security Clearance Level: DBS Internal Recruiter: Becky Salary: £45k to £60kpa Benefits: 10% Bonus, £5,400 car allowance, 25 days annual leave with the option to buy extra days, private medical (single), life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams' expertise, in-depth understanding of the NHS, and commitment to service excellence. We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level. Would you like to join us on our journey? We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.