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For Companies At a Glance
- Tasks: Lead service delivery and build strong customer relationships while managing a team.
- Company: Join Indigo, a top UK tech company with a global presence in innovative technologies.
- Benefits: Enjoy a supportive culture, career growth opportunities, and a focus on employee well-being.
- Why this job: Make a real impact in a vibrant environment while driving service excellence and innovation.
- Qualifications: Experience in service delivery management, strong communication skills, and team leadership required.
- Other info: We celebrate diversity and welcome candidates from all backgrounds to apply.
The predicted salary is between 48000 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
About The Role
The Service Manager is responsible for ensuring the smooth and efficient delivery of operational services to a portfolio of assigned customers. Acting as the primary service contact, the SM builds trusted relationships, ensures service levels are met, manages escalations, and drives continuous improvement in collaboration with internal delivery teams. This role also includes line management of Service Delivery Executives, supporting their development and ensuring consistency in service support and reporting.
Key Responsibilities:
Customer Engagement & Service Governance
- Act as the main point of contact for allocated customer accounts, maintaining senior-level relationships and ensuring service issues are resolved swiftly and effectively.
- Lead service reviews and reporting cycles for key accounts, presenting performance, risk, and improvement plans.
- Drive customer satisfaction, loyalty, and retention through high-touch engagement and proactive service delivery.
- Lead monthly customer review meetings and collate performance reports for issue resolution.
Operational Excellence
- Monitor and report on service levels, SLAs, and KPIs across accounts and teams.
- Lead problem management and root cause analysis for systemic issues affecting service delivery.
- Collaborate with internal teams (Operations, Field Engineering, NOC) to ensure operational alignment and continuous improvement.
- Work with finance and commercial teams to ensure accurate billing, margin management, and service profitability.
- Ensure governance and compliance with contractual and regulatory requirements.
- Prepare and deliver regular service reports, highlighting key metrics and areas for improvement.
- Identify opportunities for service enhancement, automation, and cost efficiency.
- Support onboarding of new services and customers, ensuring smooth transition into BAU.
Service Improvement & Transformation
- Identify opportunities for service innovation and operational efficiency.
- Drive initiatives to improve service quality and reduce costs.
- Oversee implementation of new systems, tools, or processes to enhance service delivery.
- Manage customer communication during major incidents and oversee post-incident reviews.
- Handle customer change requests with clear documentation and communication.
Collaboration & Coordination
- Work with internal teams (NOC, Engineering, Logistics, Projects) for seamless service delivery.
- Represent the voice of the customer within the business to align expectations.
- Support onboarding of new services or customers into BAU support.
Reporting & Continuous Improvement
- Deliver regular service reports with key metrics and trends.
- Contribute to account plans and service strategies with Sales and Account Management.
- Identify further opportunities for service improvement, automation, and cost savings.
- Assist in onboarding new services and customers for smooth transition into BAU.
About You
- Proven experience as a Service Delivery Manager or similar role in Telecoms or digital infrastructure sector.
- Strong skills in customer relationship management and stakeholder engagement.
- Experience leading or mentoring teams and managing direct reports.
- Operational knowledge of incident, problem, and change management.
- Excellent communication, data presentation, and conflict resolution skills.
- Familiarity with ITIL or similar frameworks; Foundation certification preferred.
About Us
At Indigo, we value diversity, integrity, and merit, fostering an inclusive culture that supports your growth. We welcome candidates from all backgrounds, including underrepresented groups. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as a top UK private tech company, we prioritize employee well-being and development, supported by awards like \’Investors in People\’ Gold. Join us to make a significant difference and grow your career in a vibrant, innovative environment.
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Service Manager. USA employer: Indigo TG
Contact Detail:
Indigo TG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager. USA
✨Tip Number 1
Network with professionals in the telecoms and digital infrastructure sectors. Attend industry events, webinars, or local meetups to connect with potential colleagues or mentors who can provide insights into the role of a Service Manager.
✨Tip Number 2
Familiarise yourself with ITIL frameworks and best practices in service delivery. Consider obtaining a certification if you haven't already, as this will demonstrate your commitment to operational excellence and enhance your credibility.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery in previous roles. Highlight your experience in managing customer relationships and resolving conflicts, as these are crucial skills for a Service Manager.
✨Tip Number 4
Research Indigo's company culture and values. Understanding their focus on diversity, integrity, and employee well-being will help you align your responses during interviews and show that you're a good fit for their team.
We think you need these skills to ace Service Manager. USA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery management, particularly in the telecoms or digital infrastructure sector. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer relationship management skills and your ability to lead teams. Mention specific examples of how you've driven service improvements and managed escalations in previous roles.
Highlight Relevant Certifications: If you have an ITIL Foundation certification or similar qualifications, be sure to mention these in your application. This shows your commitment to best practices in service management.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with operational excellence and problem management. Be ready to discuss specific instances where you've improved service delivery or resolved conflicts.
How to prepare for a job interview at Indigo TG
✨Know Your Customers
Familiarise yourself with the company's key customers and their specific needs. Be prepared to discuss how you would build and maintain strong relationships with them, as this is crucial for a Service Manager role.
✨Demonstrate Operational Excellence
Be ready to share examples of how you've monitored service levels and managed SLAs in previous roles. Highlight your experience with problem management and how you've driven continuous improvement in service delivery.
✨Showcase Leadership Skills
Prepare to discuss your experience in leading teams and mentoring staff. Share specific instances where you've successfully developed team members or improved team performance, as this will be key in managing Service Delivery Executives.
✨Communicate Effectively
Practice articulating your thoughts clearly and confidently. Since the role involves presenting performance reports and leading customer review meetings, strong communication skills are essential. Be ready to demonstrate your ability to resolve conflicts and manage customer expectations.