Principal Service Manager

Overview

Roc’s Principal Service Managers are senior leaders within Roc, crucial in not only building and developing strategic customer relationships but instrumental in driving long-term customer satisfaction and retention, shaping customer service and strategy, and guiding junior colleagues. These individuals are responsible for the efficient and effective management of the services that Roc deliver, ensuring they meet our customer needs and deliver on our contractual promises as well as acting as a strategic advisor to those customers.

Our Principal Service Managers are proactive and customer-focused individuals, who oversee the end-to-end health and success of our customer relationships, going beyond service management, rather acting as a trusted partner to our clients throughout their journey with Roc and demonstrating a deep understanding of customer-centric service models.

Responsibilities

• In this role, you are responsible for driving customer satisfaction and advocacy, ensuring value realisation, identifying growth opportunities, and working cross-functionally to shape scalable service strategies and continuous improvement initiatives. This is a high-impact role ideal for someone who thrives at the intersection of service delivery, customer success, and relationship management and demands strong leadership and strategic thinking
• Build and maintain strong and strategic relationships with customers at various levels across customer organisations, focusing on understanding their goals, challenges, and success milestones.
• Actively manage business critical, strategic clients, ensuring their satisfaction and success by ensuring Roc are continually aligned to their evolving requirements.
• Management of onsite team supporting delivery of services.
• Demonstrate a team-first mindset with the Our Customer, One Roc approach
• Champion a coaching culture, with a focus on do it right, do it once.
• Report and present on service performance and customer health KPIs and SLAs, driving continuous improvement and customer satisfaction.
• Share best practices and strategic guidance regularly to help customers achieve success.
• Identify and manage service risks, issues, and opportunities
• Collaborate with internal and external teams and partners to drive continual service improvement across the customer lifecycle
• Actively contribute to account strategy, communications, and business development plans.
• Collaborate across departments to ensure consistency and drive customer-first thinking throughout the business.
• Support and manage customer escalations, taking ownership of achieving a timely resolution where required.
• Drive retention, engagement and upsell opportunities with existing customers
• Minimum of 5 years’ experience in IT service management or managing large-scale IT maintenance projects.
• Excellent organisational, communication, and customer service skills.
• Experience leading or coaching others, even informally.
• Eligible and willing to gain Security Clearance DV.
• Experience working for a Managed Service Provider MSP.
• Existing SC or DV Security Clearance.
• Deep understanding of enterprise and consumer technologies.
• Operational and process improvement expertise.

Who You Are

• Highly organised, proactive, and methodical.
• Customer-obsessed with a problem-solving mindset.
• Strong conflict resolution and negotiation skills.
• Adaptable, resilient, and action-oriented.
• A team player with a One Roc mindset.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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