Service Manager

Service Manager focuses on serve as the primary operational contact for client stakeholders, ensuring clear and timely communication.

What the role involves

• Serve as the primary operational contact for client stakeholders, ensuring clear and timely communication.
• Own the P1/P2 escalation, produce all required incident reports.
• Analysing call data monthly to identify trends, repeat issues, and systemic platform risks.
• Resolve client escalations, ensuring root-cause analysis and prevention plans.
• Produce the monthly Board report pack including performance dashboards, RAG commentary, trend analysis, and financial MI.
• Own the full KPI measurement and reporting cycle across all contractual KPIs.

Skills and requirements

• Relevant leadership, project, operations, people-management, or stakeholder experience is useful.

Confirmed role details

• 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break.
• 25 days holiday, plus bank holidays(pro-rata for Part Time or fixed term roles).
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.

Candidate fit

• operational ownership, people coordination, problem-solving, and clear communication

Additional role context

• Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operatio.
• Williams Lea, an RRD company, serves clients in 20 countries across four continents and has 15,000 employees worldwide.
• Process, owning the KPI reporting cycle, governs incident response, and produces the management information.

Known job details

• Pay: £65,000 per annum