Service Lead in Glasgow

Who You’ll Be Joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients. We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure, keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons. Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

• Leading, coaching and mentoring the team to support their professional growth and development.
• Driving the delivery of excellent client‑intimate service, aligned with the wider business strategy.
• Managing service escalations effectively to resolve issues promptly and implementing lasting improvements to improve client experience.
• Promoting collaboration across teams, aligned with the wider business strategy.
• Handling challenging conversations in a timely manner constructively and with transparency.
• Working closely with the Head of Support Services to support the creation and delivery of strategic goals and advance service maturity.
• Maintaining oversight of service health, monitoring performance, backup success rate and contributing to driving improvements.
• Managing onboarding processes to ensure seamless client experiences.
• Exploring emerging technologies and maximising the use of existing platforms to improve efficiency and outcomes.
• Participating in the management escalation on‑call rota (7am‑11pm) with fellow service leads.

What We’re Looking For

• 3+ years of experience working in service leadership roles, ideally in an NOC environment.
• A proven leader with strong coaching and mentoring skills.
• Someone who embodies the Waterstons values, inspiring and motivating others by example.
• A strategic mindset with an interest in continuous improvement.
• Experience building and maintaining strong client relationships, including handling escalations where needed.
• Excellent communication skills with the ability to foster collaboration and handle tough conversations constructively.
• Experience in driving value from and maintaining monitoring tools such as LogicMonitor and BackupRadar.
• Experience with backup software technologies such as Veeam, ConnectWise or Azure.

How We Take Care Of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work‑life balance with flexible and agile working being the norm.
• Unlimited holiday allowance.
• EV car scheme (salary sacrifice).
• Room to grow with supported development opportunities and sponsored training.
• Enhanced family policies.
• If you ever need it, company sick pay and life assurance.
• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance.
• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work.

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries. Waterstons is committed to creating an inclusive, understanding and flexible place to work. We value diversity, equality and inclusion and encourage everyone to ‘bring their whole selves’ to work. We believe that a company that truly embraces and values diversity, creates an environment where everyone from any background can do their best work and feel valued and appreciated is a better company to work for.