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 support, and professional development opportunities.
- Other info: Diverse and inclusive workplace with excellent career progression.
- 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 individual 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
- 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
- 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 in Walsall 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 focus on employee development, the company provides extensive training and career progression opportunities, alongside a supportive work culture that values diversity and inclusion. Employees benefit from a comprehensive range of perks, including enhanced family leave, health and wellbeing support, and a commitment to continuous improvement, making it a rewarding place to build a meaningful career in the water industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service in Walsall
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how important it is to make those personal connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. We recommend practising common interview questions and having examples ready that showcase your leadership skills and experience in service delivery.
✨Tip Number 3
Follow up after interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. We suggest mentioning something specific from the interview to remind them of your conversation and reinforce your interest.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Service in Walsall
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Service role. Highlight your experience in leading software support or service delivery functions, and don’t forget to showcase your leadership skills and any relevant ITIL experience.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about the water industry and how your background aligns with our mission at Echo Managed Services. Be sure to mention your strategic thinking and commercial awareness.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve service performance and operational efficiency. Numbers and results speak volumes, so don’t hold back!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves. Good luck!
How to prepare for a job interview at Echo Managed Services
✨Know Your SaaS Inside Out
Make sure you understand the SaaS solutions offered by the company. Familiarise yourself with their features, benefits, and how they compare to competitors. This will help you demonstrate your knowledge during the interview and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led service teams in the past. Highlight specific situations where you improved performance or client satisfaction. This will illustrate your capability to lead and develop high-performing teams, which is crucial for the Head of Service role.
✨Understand Client Needs
Research the company's client base and think about how you can enhance their experience. Be ready to discuss strategies for improving client engagement and retention. This shows that you’re not just focused on internal processes but also on delivering exceptional service to clients.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Prepare to discuss how you would handle specific challenges related to service delivery and operational excellence. This will demonstrate your ability to think on your feet and make informed decisions.
