Service Management Account Lead in Nottingham

Working pattern: Hybrid. 2 office days per week

Working hours: contracted hours in shift patterns between 8am and 5:30

Must be eligible for SC Clearance & be willing to undergo NPPV2 application.

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.

Role and day-to-day:

• Take ownership of end-to-end service delivery for one or more key client accounts, leading performance, driving SLA achievement, and building strong, trusted relationships with stakeholders at every level.
• Be the central point of coordination for all Service Management activity, ensuring every element of delivery meets contractual obligations and reflects the high standards expected in this role.

What you’ll be doing:

• Ensure SLA performance meets all contractual commitments, taking accountability for monitoring outcomes.
• Provide direction and leadership to delivery resources aligned to your accounts.
• Build effective relationships with internal operations teams to enable seamless, high-quality service delivery.
• Explain performance targets and drive achievement across customer experience, SLA adherence, risk, compliance and governance.
• Oversee service quality by ensuring adherence to industry standards and best practice.
• Support onboarding of new contracts, service variances and implementation of contract changes.
• Present service performance, quality insights and improvement recommendations in governance forums.
• Design and configure SLA dashboards within internal tooling and ITSM platforms.
• Review service metrics and adjust targets to meet evolving needs.
• Produce regular performance reports, identifying trends and recommending targeted improvements.

Who you are:

• Proven experience in Incident, Request, Problem, Change and Knowledge Management.
• ITIL Master or equivalent experience, with strong knowledge of ITIL principles and service delivery methodology.
• A track record in service delivery across multiple customers, ideally within a Managed Services Provider.
• Experience defining new service capabilities from concept to implementation.
• Strong client facing communication skills, including presenting confidently at senior levels.
• Commercial awareness and a solid understanding of SLAs and service performance metrics.
• Strong grasp of ITIL principles and service delivery methodology.
• Ability to interpret data, identify trends and drive meaningful improvements.
• A collaborative, adaptable and professional approach to stakeholder management.
• Ability to prioritise effectively and navigate across teams to achieve contractual commitments.

What can we offer you?

• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan, providing access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public / bank holidays.
• Purchase of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

• I am High Performing: I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate: We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude: I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

If you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a ‘prefer not to say’ option.