Henley Executive
Service Manager
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Service Manager – Managed Services (Hybrid)
We have an exciting opportunity for a Service Manager. This is a high‑impact role for an experienced IT service professional who can drive service excellence, customer satisfaction and long‑term contract value.
The Role
As a Service Manager, you’ll own a portfolio of managed service customers, ensuring delivery aligns with contractual commitments, business objectives and agreed scope. You’ll guide customers through the full service lifecycle, onboarding, performance management, continual improvement and major incident response, acting as their trusted partner throughout.
Your work directly influences customer satisfaction, retention and revenue growth.
Some of the Key Responsibilities
Service Transition
- Consult with project and transition teams during onboarding.
- Ensure all stakeholders clearly understand service scope and contractual obligations.
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Management Information & Business Intelligence
- Analyse service performance against SLAs, KPIs and utilisation allowances.
- Produce detailed reporting with insights and recommendations.
- Present performance during service reviews and QBRs.
- Maintain accurate records and communicate outputs to stakeholders.
Continual Service Improvement (CSI)
- Identify trends and improvement opportunities using performance data.
- Maintain customer‑specific CSIPs.
- Plan and implement CSI initiatives focused on CSAT, quality, cost efficiency and risk reduction.
Risk & Issue Management
- Apply ITIL best practice to mitigate risks and manage incidents.
- Act as an escalation point for customers and internal teams.
- Lead Major Incident Management for P1 and P2 issues.
Stakeholder Management
- Build strong relationships with customers and third‑party suppliers.
- Serve as the primary service contact for your accounts.
- Oversee third‑party performance against SLAs and contractual commitments.
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Experience & Skills
- Background in an IT service environment with ITIL lifecycle exposure.
- Experience engaging senior stakeholders and leading teams.
- Skilled in ITSM tools, BI dashboards, Excel and PowerPoint.
- Strong analytical, communication and presentation skills.
- Confident handling major incidents and escalations.
- Customer‑centric mindset with strong organisational abilities.
Desirable Qualifications
- ITIL Foundation v3, v4 or v5.
Please include your current location on your CV or application. Applications without a location may not be considered. If you are relocating, please state both your current location and your intended relocation area.
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