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- Tasks: Lead strategic customer relationships and ensure top-notch service delivery.
- Company: Roc Technologies, a leader in secure IT solutions across the UK.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Why this job: Make a real impact by driving customer success and satisfaction.
- Qualifications: 5+ years in IT service management and strong leadership skills.
- Other info: Join a dynamic team focused on innovation and customer excellence.
The predicted salary is between 43200 - 72000 ÂŁ per year.
Roc Technologies delivers secure, transformational IT solutions across the UK, combining resilient infrastructure, advanced cyber security, intelligent automation, and modern cloud services. Our services are supported by a 24/7 Managed Services Operations Centre and backed by industry-leading security accreditations.
As a Principal Service Manager, you will be a senior leader responsible for the overall health, success, and growth of strategic customer relationships. Acting as a trusted advisor, you will ensure services are delivered effectively, customers realise value, and long-term satisfaction and retention are achieved. This is a high-impact role for someone who thrives at the intersection of service delivery, customer success, and relationship management.
Key Responsibilities- Build and maintain strong, senior-level customer relationships.
- Own the end-to-end success of strategic and business-critical customers.
- Ensure services meet contractual commitments, SLAs, and customer expectations.
- Lead and manage onsite service teams.
- Drive customer satisfaction, retention, and advocacy.
- Identify service risks, issues, improvement opportunities, and growth potential.
- Manage customer escalations to timely resolution.
- Report on service performance, customer health, KPIs, and SLAs.
- Collaborate cross-functionally to deliver continual service improvement.
- Contribute to account strategy, communications, and business development.
- Champion a âOur Customer, One Rocâ culture and coaching mindset.
5+ yearsâ experience in IT service management or large-scale IT service delivery. Experience leading or coaching teams. Excellent communication, organisation, and customer-focused skills. Comfortable in fast-paced, high-pressure environments. Eligible and willing to obtain Security Clearance. Experience working for a Managed Service Provider (MSP). Strong understanding of enterprise technologies. Experience driving operational or process improvements.
Who You Are- Customer-focused, proactive, and solutions-driven.
- Resilient, adaptable, and commercially aware.
- A collaborative leader with a strong âOne Rocâ mindset.
Principal Service Manager in Cambridge employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Principal Service Manager in Cambridge
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and donât be shy about reaching out on LinkedIn. Building relationships can open doors to opportunities that arenât even advertised.
â¨Tip Number 2
Prepare for interviews by researching Roc Technologies inside out. Understand their services, culture, and recent projects. This will help you tailor your responses and show that youâre genuinely interested in being part of the team.
â¨Tip Number 3
Practice your pitch! You need to clearly articulate how your experience aligns with the role of Principal Service Manager. Focus on your customer success stories and how youâve driven satisfaction and retention in past roles.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen. Plus, it shows youâre serious about joining Roc Technologies and ready to embrace our âOne Rocâ culture.
We think you need these skills to ace Principal Service Manager in Cambridge
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in IT service management and customer relationship building. We want to see how your skills align with the role of Principal Service Manager, so donât hold back!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive customer satisfaction and manage service delivery. Use metrics where possible to show the impact youâve had â numbers speak volumes!
Be Authentic: Let your personality shine through in your application. Weâre looking for someone who embodies our 'One Roc' culture, so share your passion for customer success and how you approach challenges in a collaborative way.
Apply Through Our Website: We encourage you to submit your application directly through our website. Itâs the best way for us to receive your details and ensures youâre considered for the role. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at Roc Technologies
â¨Know Your Customer Inside Out
Before the interview, dive deep into Roc Technologies and their customer base. Understand their services, values, and recent projects. This will help you demonstrate your knowledge and show that you're genuinely interested in how you can contribute to their success.
â¨Showcase Your Leadership Skills
As a Principal Service Manager, you'll need to lead teams effectively. Prepare examples of how you've successfully managed teams or projects in the past. Highlight your coaching mindset and how you've driven customer satisfaction and retention in previous roles.
â¨Prepare for Scenario-Based Questions
Expect questions about handling service escalations or improving service delivery. Think of specific situations where you've identified risks or opportunities for improvement. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
â¨Emphasise Your Collaborative Spirit
Roc Technologies values a 'One Roc' culture, so be ready to discuss how you've worked cross-functionally in the past. Share examples of how you've collaborated with different teams to achieve common goals and drive service improvements.
