Service and Support Manager

London – Hybrid 2 in office (Tuesday and Thursday )

I am representing a fast growing digital and cloud services agency that supports enterprise clients across hosting, web platforms and mission critical applications.

This is a senior hands on service leadership role. You will take ownership of a busy hosting and application support function, acting as the main escalation point for clients while leading and developing a technical support team.

This role suits someone who enjoys owning the full service lifecycle from client relationships through to incident response, SLAs and platform stability.

What you will be responsible for

• You will lead and grow a support team responsible for hosting, web and application platforms, setting clear standards, building a strong service culture and ensuring excellent delivery.
• You will act as the bridge between delivery teams and clients, ensuring smooth handover of new projects into support and providing continuous service improvement feedback.
• You will own SLAs, KPIs, response times and service performance, acting as the main escalation point for both customers and internal stakeholders.
• You will be the primary contact for client escalations, service reviews and ongoing support relationships, ensuring high levels of trust and satisfaction.
• You will manage incident response including prioritisation, coordination and root cause analysis with clear reporting and resolution within agreed SLAs.
• You will own and evolve support processes, ITIL workflows, documentation and automation to improve efficiency and reduce recurring issues.
• You will oversee platform performance, deployments and releases working closely with development, hosting and product teams to keep platforms secure, stable and up to date.
• You will also have responsibility for ensuring the support function operates commercially, identifying opportunities to upsell and renew support contracts.

What they are looking for

• At least four years experience in a technical support or service delivery role within a digital agency, SaaS, hosting provider or similar environment.
• Strong understanding of hosting platforms and web technologies including AWS, Linux servers, databases, APIs and CMS platforms such as Drupal and WordPress.
• Proven experience leading or mentoring support teams and setting service standards.
• Experience owning client relationships and acting as the main escalation point.
• Strong knowledge of ITIL or service management frameworks.
• Hands on experience with service desk tools such as Jira, Zendesk or ServiceNow.
• Excellent communication skills and the ability to manage both technical teams and demanding stakeholders.
• Experience running incident management and root cause analysis processes.

What is on offer

• Competitive salary with pension
• 33 days holiday including bank holidays
• Private medical insurance
• 24 7 GP access and fast track specialist appointments
• Dental and optical cashback
• Mental health support
• Discounted gym memberships
• Cycle to work and technology schemes
• Hybrid working with 2 to 3 days per week in a modern London office near Old Street
• Permanent role. Security clearance will be required. No visa sponsorship available.

If you are a Service Delivery Manager, Support Manager, Technical Account Manager or Senior Support Lead looking to step into a role with genuine ownership and client impact, I would like to speak with you.

Apply or message me directly. I am representing the client on a confidential basis.