At a Glance
- Tasks: Manage and improve services, ensuring customer satisfaction and quick issue resolution.
- Company: Dynamic company focused on service excellence and customer relationships.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and travel to customer sites across the UK.
- Why this job: Be the driving force behind service improvements and customer happiness.
- Qualifications: Degree or experience in IT, Engineering, or Business; strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
You’ll own how we run and improve the services we offer. You’ll keep customers happy, watch costs, sort out issues fast, and work with product owners and delivery teams to make things better every day.
What you’ll do:
- Run the monthly service reviews
- Put together service reports
- Own the budget for service costs
- Handle service escalations and push for quick resolutions
- Keep a good relationship with customers through regular check-ins (visits and calls)
- Monitor tickets for our services and make sure updates are meaningful and timely
- Track and report service availability
- Produce quotes for customers
- Work with Product Owners to feed ideas into the backlog
- Look for improvements or ways to save money
- Review and approve changes to services
- Send out customer communications (and respond when needed)
What we’re after (skills and background):
- Degree in IT, Engineering, Business, or similar, or solid real-world experience
- Hands-on experience in service management, account management, or a similar role
- Know-how on service delivery metrics, SLAs, and reporting
- Budgeting or cost-management experience
- Great communication and relationship-building skills
- Comfortable handling escalations and coordinating with different teams
- Familiar with ticketing systems and reporting tools
- Analytical enough to spot optimization opportunities and quantify savings
- PM or backlog experience is a bonus
- Customer-focused with a practical approach to change
Nice to have:
- Experience of the Rail Industry, Planning, Control or Rostering
- ITIL certification
What you’ll bring (core strengths):
- Customer management
- Ownership and governance of services
- Problem solving and decision making
- Stakeholder engagement
- Data and reporting
- Financial awareness
- Change management
- Clear, effective communication
How we’ll measure success:
- On-time monthly service reviews
- Quality and speed of service reports
- Staying within budget
- How fast and well escalations are handled
- Customer happiness and relationship health
- Ticket SLAs and update quality
- Availability and uptime
- Speed of quotes and backlog input
- Number of improvements and savings put in place
People you’ll work with:
- Product Owners
- Delivery/Support Teams
- Customers and key stakeholders
- Finance Teams
- Change Advisory Board (when needed)
Where you’ll work:
- Hybrid working 3 days in the office in either Beeston or Newton Aycliffe
- Regular travel to customer sites in the UK
Service Manager employer: Worldline Global
As a Service Manager at our company, you'll thrive in a dynamic and supportive work environment that prioritises employee growth and customer satisfaction. With a hybrid working model based in Beeston or Newton Aycliffe, you will enjoy the flexibility of balancing office and remote work while collaborating with diverse teams to drive service improvements. Our commitment to professional development, coupled with a culture that values innovation and problem-solving, makes us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their challenges and think about how you can contribute to improving customer satisfaction and service delivery. Show them you’re not just another candidate!
✨Tip Number 3
Practice your communication skills! As a Service Manager, you'll need to build relationships and handle escalations effectively. Role-play common scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Manager role. Highlight your experience in service management and any relevant skills that match what we're looking for, like budgeting or customer relationship management.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've improved services or saved costs in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Worldline Global
✨Know Your Services Inside Out
Before the interview, make sure you understand the services the company offers. Familiarise yourself with their service delivery metrics, SLAs, and any recent changes or improvements. This will help you speak confidently about how you can contribute to running and improving these services.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully handled escalations or resolved issues quickly. Highlight your analytical skills by discussing how you've identified optimisation opportunities and quantified savings in previous roles.
✨Demonstrate Strong Communication Abilities
Since the role involves regular check-ins with customers and collaboration with various teams, practice articulating your thoughts clearly. Be ready to discuss how you've built relationships in the past and how you handle customer communications effectively.
✨Be Budget Savvy
Brush up on your budgeting and cost-management experience. Be prepared to discuss how you've managed budgets in previous roles and any strategies you've implemented to keep costs down while maintaining service quality.
