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For Companies At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery.
- Company: Join a leading tech company focused on innovation and customer satisfaction.
- Benefits: Attractive salary, professional growth, and a collaborative work environment.
- Why this job: Be the key player in enhancing service quality and building lasting partnerships.
- Qualifications: 5+ years in service management with strong ITIL knowledge.
- Other info: Work in a dynamic team with opportunities for career advancement.
The predicted salary is between 80000 - 90000 £ per year.
Salary Range: 80,000.0 GBP - 90,000.0 GBP
Location: Watford, 4 days/week in office
Required Skills & Experience
- Strong experience (5+ years) in a Service Relationship Manager, Service Delivery Manager or IT Service Manager role.
- Solid working knowledge of ITIL (v3 or v4) and practical experience applying ITIL principles in a live service environment.
- Experience managing complex, mission-critical B2B technology services, ideally in regulated or high-availability environments.
- Comfortable working across technical teams, with a good understanding of software platforms, infrastructure and operational support models.
- Proven ability to build trusted customer relationships and operate confidently with senior stakeholders.
- Strong analytical skills, able to interpret service data and turn insight into improvement actions.
- Excellent communication and stakeholder management skills.
- Fluent in English, both written and verbal.
- ITIL certification is strongly preferred (Foundation minimum; higher levels a plus).
Job Description
This role is accountable for owning the end-to-end service relationship with assigned customers, acting as the single point of accountability for service quality, performance and continual improvement. Operating within an ITIL-aligned service management framework, you will work closely with customers and internal teams to ensure services are delivered in line with agreed SLAs, drive continual service improvement (CSI), and build trusted, long-term partnerships based on transparency and outcomes.
- Own and manage the service relationship with assigned customers, acting as the primary point of contact for all live service matters.
- Represent the customer within Scientific Games, ensuring service performance, risks and improvement opportunities are clearly understood and acted upon.
- Lead and maintain ITIL-based service governance, including service reviews, SLA reporting, KPI tracking and escalation management.
- Develop, agree and track Continual Service Improvement (CSI) plans, driving measurable improvements in service quality, resilience and customer satisfaction.
- Coordinate with internal teams across service operations, engineering, infrastructure, testing and delivery to resolve incidents, problems and service risks.
- Ensure timely and effective handling of incidents, problems and major service events, including customer communication and post-incident reviews.
- Monitor service performance trends and proactively identify risks, dependencies and improvement opportunities.
- Support service onboarding, transitions and changes, ensuring customers experience smooth and controlled service evolution.
Relationship Manager in Watford employer: Insight Global
Contact Detail:
Insight Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Relationship Manager in Watford
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on a job opportunity!
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and think about how your experience aligns with their needs. Practise common interview questions and come up with examples that showcase your skills in service relationship management.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in making you memorable. It shows your enthusiasm for the role and keeps you on their radar as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Relationship Manager in Watford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Relationship Manager role. Highlight your experience with ITIL and managing B2B technology services, as well as any relevant achievements that showcase your ability to build trusted customer relationships.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've driven continual service improvement and managed complex service relationships in the past.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear, concise language and structure your documents well. This will demonstrate your ability to communicate effectively with stakeholders.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy and ensures your application goes directly to us. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Insight Global
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially if you have the certification. Be ready to discuss how you've applied ITIL principles in real-life scenarios, as this will show your practical experience and understanding of service management.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your ability to build trusted relationships with customers and stakeholders. Think about specific instances where you’ve successfully managed complex B2B technology services and how you navigated challenges while maintaining strong connections.
✨Be Data-Driven
Since analytical skills are key for this role, come prepared with examples of how you've interpreted service data to drive improvements. Discuss any KPIs or metrics you've tracked and how they influenced your decision-making process.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing technical concepts. Remember, you’ll need to communicate effectively with both technical teams and senior stakeholders, so being able to convey complex information simply is crucial.