Service Manager

About the Role

As Customer Service Manager, you will be the first point of contact for customers regarding service agreements and Service Level Agreements (SLAs).

The role is focused on delivering exceptional support to key UK-based public safety customers. You will be responsible for ensuring consistently high levels of customer satisfaction while supporting the technical stability of critical systems.

You will work across a broad range of systems and technologies and collaborate closely with Service, Project, and Engineering teams in the UK and internationally.

The role is based at the organisation's UK head office in Twickenham, with regular travel to customer sites and the company's European headquarters.

Main Responsibilities

• Manage day-to-day service operations, ensuring service delivery and customer expectations are achieved or exceeded.
• Own and maintain a thorough understanding of service and SLA definitions, supported by accurate reporting.
• Ensure contractual service requirements are consistently met.
• Act as the first escalation point for customers across all aspects of service, including during major or service-impacting incidents.
• Drive high levels of customer satisfaction and SLA performance.
• Identify and initiate Continuous Service Improvement activities.
• Support resource and financial planning for service projects, including coordination of third-party suppliers.
• Drive and manage Change Requests to increase and improve customer service offerings.
• Maintain accountability for the technical stability and functionality of designated systems.
• Proactively identify, manage, and escalate operational, technical, and financial risks and issues.
• Lead Service Review meetings, discussing performance with stakeholders and driving customer satisfaction and service improvements.
• Ensure service documentation and materials are maintained and kept up to date.
• Deliver relevant service reporting to stakeholders.