At a Glance
- Tasks: Lead a dynamic support team and drive operational excellence in IT services.
- Company: Growing tech services business in Edinburgh with a focus on innovation.
- Benefits: Competitive salary, performance bonuses, 32 days leave, and a great work-life balance.
- Other info: Opportunity for significant career growth and strategic involvement.
- Why this job: Shape the future of IT service delivery and make a real impact.
- Qualifications: Experience in managed services and strong leadership skills required.
The predicted salary is between 60000 - 77368 £ per year.
An exciting opportunity has arisen for an experienced Service Manager to join a growing technology services business in Edinburgh. Following recent investment and a renewed focus on long-term growth, the business is seeking a hands-on leader who can take ownership of the service function, drive operational excellence, and play a key role in shaping the future direction of the organisation.
Reporting directly to the Managing Director, this role offers significant influence across the business and the wider group of companies. The successful candidate will have the opportunity to impact service delivery strategy, contribute at a senior level, and help support the continued growth and transformation of the organisation.
The company operates as a Managed Services and Professional Services Provider, supporting a diverse customer base including professional services organisations and law firms. Many clients are currently utilising Google based environments and are increasingly transitioning towards Microsoft technologies.
Alongside core managed services, the business has a growing focus on Microsoft-based infrastructure, cloud technologies, and cyber security services, making this an excellent opportunity for someone who is passionate about modern IT service delivery and security best practices.
The Service Manager will take responsibility for the day-to-day leadership of the support function, managing a small technical team while remaining technically credible and able to support escalations when required. You will lead a small team, including support engineers and ensuring high levels of customer satisfaction, operational efficiency, and service quality across the business.
This is an ideal role for an experienced 3rd Line Support Engineer, Senior Support Engineer, Team Leader, or Service Desk Manager looking to step into a broader leadership position.
Key Responsibilities- Lead and manage the service desk and support function.
- Provide leadership, mentoring, and development for a team of support engineers.
- Act as the escalation point for complex technical and service issues.
- Ensure service levels and customer expectations are consistently met.
- Drive continual service improvement and operational best practice.
- Coordinate service delivery across multiple group companies.
- Work closely with the Managing Director to support business growth initiatives.
- Contribute to strategic planning and long-term technology direction.
- Support customer migrations and adoption of Microsoft technologies.
- Oversee cyber security-related service delivery and ensure appropriate standards are maintained.
- Build strong relationships with clients and stakeholders.
- Ensure effective resource planning, workload management, and service performance reporting.
- Previous experience within a Managed Service Provider (MSP) or Professional Services environment.
- Strong background in technical support, 3rd Line level or above.
- Demonstrable experience leading, mentoring, or managing technical teams.
- Excellent customer service and stakeholder management skills.
- Strong understanding of Microsoft technologies and cloud-based solutions.
- Experience managing escalations and service delivery processes.
- Commercial awareness and a proactive, ownership-driven approach.
- Excellent communication and leadership capabilities.
- Experience professional organisations in a managed service capacity.
- Knowledge of Microsoft 365, Azure, and modern workplace technologies.
- Cyber security awareness and experience supporting security-focused services.
- ITIL Foundation or similar service management qualification.
- Opportunity to shape and influence the future direction of the business.
- Significant visibility and exposure to senior leadership.
- Direct reporting line to the Managing Director.
- Involvement in strategic decision-making across a group of companies.
- Long-term investment and growth plans.
- Performance related bonus scheme.
- 32 days annual leave.
- 5% employer pension contribution.
- Cash health plan (being introduced shortly).
- No out-of-hours support requirement.
- Monday to Friday working pattern with an excellent work-life balance.
Service Manager - Managed Services in Edinburgh employer: Mercury Hampton
Join a dynamic technology services business in Edinburgh as a Service Manager, where you will have the opportunity to lead a dedicated team and shape the future of service delivery. With a strong focus on employee growth, a supportive work culture, and a commitment to operational excellence, this role offers a competitive salary, performance-related bonuses, and a healthy work-life balance with no out-of-hours support required. Experience the benefits of working in a forward-thinking environment that values innovation and collaboration, while enjoying 32 days of annual leave and a generous pension contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Managed Services in Edinburgh
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Mercury Hampton values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Mercury Hampton might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Mercury Hampton!
✨Direct Apply to Mercury Hampton
Let's not forget to apply directly through the Mercury Hampton website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Manager - Managed Services in Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Mercury Hampton.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Mercury Hampton. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Mercury Hampton
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
