At a Glance
- Tasks: Lead and manage client support services in a fast-paced SaaS environment.
- Company: Join Echo Managed Services, part of the South Staffordshire Group, with a focus on innovation.
- Benefits: Enjoy family-friendly leave, health benefits, and professional development opportunities.
- Other info: Dynamic role with global reach and excellent career progression opportunities.
- Why this job: Make a real impact in the water industry while developing your leadership skills.
- Qualifications: Proven experience in service delivery and strong leadership capabilities required.
The predicted salary is between 60000 - 80000 £ per year.
Location: Walsall (Hybrid working - 2/3 days office based)
This is a fantastic opportunity to contribute to one of the water industry's most critical challenges while developing your expertise across data, network operations, and strategic resolution planning. Echo Managed Services is part of the South Staffordshire Group – a 3,000-strong organisation behind South Staffs Water, Cambridge Water, and several leading utility support businesses – offering long-term development and career progression.
We are seeking an experienced and dynamic Head of Service to lead and evolve our client support function within a fast-paced SaaS environment. Reporting to the Software Services Director, you will take ownership of delivering high-quality, client-focused support services while driving continuous improvement, operational excellence, and commercial success. This is a senior leadership role with global reach, supporting clients across the UK and Australia, with future expansion into the USA.
The Role
- Lead and manage the delivery of Support Services across our SaaS solutions and client environments
- Ensure timely response and resolution of incidents, maintaining high service quality standards
- Drive client satisfaction, engagement, and adoption of system features and processes
- Oversee the release of solution packages, patches, and associated documentation
- Develop and implement global support service methodologies, frameworks, and best practices
- Manage performance against Service Level Agreements (SLAs)
- Contribute to client retention, revenue growth, and profitability targets
- Lead and develop a high-performing, globally aligned support team, fostering a culture of collaboration and continuous improvement
- Act as a key stakeholder across internal teams and external client organisations
What you’ll need
- Proven experience leading software support or service delivery functions
- Strong leadership capability with experience managing and developing high-performing service teams
- ITIL experience or certification is essential
- Experience within a software-based organisation or utilities sector is preferred, but not essential where candidates can demonstrate a strong track record of successfully leading Service Teams
- Excellent stakeholder management and communication skills across global teams
- Strong commercial awareness and strategic thinking ability
- Experience within SaaS environments, ideally with knowledge of Agile, DevOps and SDLC practices
- Demonstrated success in improving service performance and operational efficiency
- Highly organised, proactive, and detail-oriented
- Passion for continuous improvement and adopting best practice frameworks
What you’ll get in return
- Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days.
- Financial & Life Assurance: Company Pension Scheme with salary sacrifice.
- Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access.
- Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers.
- Professional Development: Hands-on training and ongoing career development opportunities.
- Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more.
- Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.
We are committed to building a team that reflects the diversity of the communities we serve. We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities. We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.
Head of Service employer: Echo Managed Services
Echo Managed Services, part of the South Staffordshire Group, is an exceptional employer located in Walsall, offering a hybrid working model that promotes work-life balance. With a strong commitment to employee development, you will benefit from hands-on training, career progression opportunities, and a supportive work culture that values diversity and inclusion. Join us to lead a high-performing team in a dynamic SaaS environment, while enjoying comprehensive benefits including enhanced family leave, health and wellbeing support, and a focus on continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Head of Service role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their SaaS solutions and think about how your experience aligns with their needs. This will help you stand out as a candidate who’s genuinely interested in contributing to their success.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you’ve developed high-performing teams and improved service delivery. This is key for a senior role like Head of Service, so make sure your stories shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Service
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading software support or service delivery functions. We want to see how your skills align with the role of Head of Service, so don’t hold back on showcasing your leadership capabilities!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve service performance and operational efficiency. We love numbers and results, so if you’ve driven client satisfaction or revenue growth, let us know!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure to proofread for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Echo Managed Services
✨Know Your Stuff
Make sure you understand the SaaS environment and the specific challenges faced in the water industry. Brush up on ITIL principles and be ready to discuss how you've led service delivery functions in the past.
✨Showcase Your Leadership Skills
Prepare examples of how you've developed high-performing teams and driven continuous improvement. Highlight your experience in managing global teams and how you foster collaboration across different cultures.
✨Be Client-Focused
Demonstrate your understanding of client satisfaction and engagement. Think of specific instances where you've improved service quality or resolved incidents effectively, and be ready to share these stories.
✨Think Strategically
Come prepared with ideas on how to contribute to revenue growth and client retention. Show that you can think commercially and strategically about the role, and be ready to discuss how you would implement best practices in support services.
