At a Glance
- Tasks: Lead service management for North America, ensuring top-notch operational services and continuous improvement.
- Company: Join a dynamic team at ABF Business Technology Services with a global reach.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Work remotely or onsite with excellent career advancement opportunities.
- Why this job: Make a real impact by enhancing user experience in a fast-paced, innovative environment.
- Qualifications: Experience in service management and strong stakeholder engagement skills required.
The predicted salary is between 60000 - 80000 € per year.
Location: This role offers flexibility on location, with candidates near Peterborough expected onsite around 2 days per week. We’re open to remote candidates (UK only) further afield for the right person. This role supports our North America business operations and therefore requires regular alignment to US working hours. The successful candidate should be comfortable working later UK hours on weekdays, with the current working pattern typically running until around 10pm UK time, alongside occasional flexibility to work later where business needs require.
Our User Services team at ABF Business Technology Services are looking for a talented Service Manager to join their growing organisation, supporting our North America business operations. In this highly visible role, you’ll act as the key link between BTS and ABF businesses, ensuring high-quality operational services are delivered effectively while driving continuous improvement across a complex, global IT landscape. You’ll work closely with senior stakeholders, technical teams, and cross-functional partners to enhance service performance, champion customer experience, and contribute to the wider BTS strategy and roadmap.
What you'll be doing:
- Act as the primary relationship owner between BTS User Services and ABF business stakeholders across North America.
- Lead and coordinate virtual teams to ensure operational services are aligned to business priorities and strategic objectives.
- Monitor and manage service performance, including SLA achievement, customer satisfaction, and key operational KPIs.
- Identify opportunities for service improvement and proactively drive initiatives that enhance user experience and operational excellence.
- Build strong relationships with senior stakeholders, including Directors and CxO-level leaders, acting as a trusted advisor for operational IT matters.
- Collaborate with Product Managers, Business IT teams, and cross-functional departments to support business transformation and service adoption.
- Support and contribute to the development of the wider Service Management strategy and roadmap.
- Participate in the Duty Manager on-call rota and provide operational support or holiday cover for other Service Managers where required.
What you'll bring:
- Proven experience working within a Service Management environment, either within a global internal IT function or Managed Service Provider (MSP).
- Strong stakeholder management experience with the ability to confidently engage senior business leaders and technical teams.
- Demonstrated experience delivering operational service improvements and driving customer-focused outcomes.
- Excellent communication and presentation skills, with the ability to influence cross-functional teams without direct authority.
- Experience managing multiple priorities and operating effectively within fast-paced, high-pressure environments.
- Strong leadership skills with the ability to motivate, coach, and coordinate virtual teams.
- Knowledge and experience of ITSM toolsets, ideally including ServiceNow.
- Technical awareness of Microsoft platforms, cloud technologies, automation, server infrastructure, and virtualisation technologies.
- Strong analytical and problem-solving skills with a proactive, solutions-focused mindset.
- Experience working within global, multi-cultural organisations and supporting geographically dispersed user bases.
- Willingness to travel occasionally to other business locations, suppliers, or vendors.
Service Manager (North America) in Peterborough employer: ABF Business Technology Services
At ABF Business Technology Services, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. With flexible working arrangements and a focus on employee growth, we empower our Service Managers to thrive in a dynamic environment while supporting our North America operations. Join us to enhance your career with opportunities for professional development and the chance to make a meaningful impact across a global IT landscape.
Contact Detail:
ABF Business Technology Services Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager (North America) in Peterborough
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially in service management and stakeholder engagement.
✨Tip Number 3
Don’t just wait for job postings—be proactive! Reach out directly to hiring managers or teams you want to join. Express your interest and ask if they have any upcoming opportunities.
✨Tip Number 4
Apply through our website for the best chance of getting noticed. We love seeing candidates who take the initiative to connect with us directly!
We think you need these skills to ace Service Manager (North America) in Peterborough
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Manager role. Highlight your experience in service management and any relevant achievements that align with the job description. We want to see how you can bring value to our North America operations!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Mention specific examples of how you've improved service delivery or managed stakeholder relationships in the past. We love a good story!
Show Off Your Communication Skills:Since this role involves engaging with senior stakeholders, make sure your application reflects your excellent communication skills. Whether it's through your CV, cover letter, or any additional documents, clarity and professionalism are key. We want to see how you can influence and lead!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at ABF Business Technology Services
✨Know Your Stuff
Make sure you’re well-versed in the specifics of service management, especially within a global IT context. Brush up on your knowledge of ITSM tools like ServiceNow and be ready to discuss how you've driven operational improvements in past roles.
✨Showcase Your Stakeholder Skills
Since this role involves engaging with senior stakeholders, prepare examples that highlight your experience in managing relationships with Directors and CxO-level leaders. Think about times when you influenced decisions or improved service delivery through effective communication.
✨Be Ready for Time Zone Challenges
Given the need to align with US working hours, demonstrate your flexibility and willingness to adapt. Share experiences where you successfully managed projects across different time zones or worked late to meet business needs.
✨Highlight Your Leadership Experience
This role requires strong leadership skills, so come prepared with examples of how you’ve motivated and coordinated virtual teams. Discuss any specific challenges you faced and how you overcame them to achieve team goals.
