Service Manager

Service Manager Managed Services (Hybrid 1-2 Days in Office per month) £40,000 - £50,000 We have an exciting opportunity for a Service Manager to join a managed services provider in Bristol. The role will be predominantly home-based, with 1-2 days working from their Bristol office per month and on-site client visits as needed. Working within an extended team of 4 x Service Managers, youll own a portfolio of managed service customers, ensuring delivery aligns with contractual commitments, business objectives and agreed scope.

Youll guide customers through the full-service lifecycle, onboarding, performance management, continual improvement and major incident response, acting as their trusted partner throughout.

Key Responsibilities:

End-to-end management of Critical Path Consult with project and transition teams during onboarding. Ensure stakeholder buy in to deliver projects smoothly and to scope. Analyse service performance against SLAs, KPIs and utilisation allowances. Produce detailed reporting with insights and recommendations. Identify trends and improvement opportunities using performance data. Apply ITIL best practice to mitigate risks and manage incidents. Act as an escalation point for customers and internal teams.

Experience & Skills Background in an IT service environment with ITIL lifecycle exposure (Certification a bonus). Experience engaging senior stakeholders and leading teams. Skilled in ITSM tools, BI dashboards, Excel and PowerPoint. Strong analytical, communication and presentation skills. Confident handling major incidents and escalations. Customer-centric mindset with strong organisational abilities. Successful applicants can expect a salary of £40,000 - £50,000 depending on experience, as well as a company-wide bonus scheme.

Please include your current location on your CV or application. Applications without a location may not be considered. If you are relocating, please state both your current location and your intended relocation area.