Erin Associates Ltd
Service Manager
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Service Manager - Altrincham - Hybrid
£50k + Excellent Benefits
An exciting opportunity has arisen for an experienced Service Manager to join a growing software solutions provider. This role offers the opportunity to lead the delivery of services across software implementations, customer support, professional services, and screening solutions. You will play a key role in shaping and scaling the organisation's service function.
Key Responsibilities
- Oversee the delivery of software implementations, support services, and professional services, ensuring projects are delivered efficiently, on time, and within budget.
- Manage customer escalations, ensuring timely resolution and maintaining high levels of client satisfaction.
- Define, monitor, and report on service levels and KPIs, implementing improvements where required.
- Work closely with Product, Technology, and Account Management teams to align service delivery with business objectives and drive continuous improvement.
- Lead, develop, and scale the professional services function, including screening, outsourced processing, and disclosure services.
- Act as the internal subject matter expert for DBS processes and compliance requirements.
- Drive the growth and development of screening and verification services while balancing operational efficiency with service quality.
- Coordinate and support client audit requests, ensuring information is gathered and validated accurately.
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Skills & Experience
- Previous experience in a Service Manager, Operations Manager, Professional Services Manager, or Customer Success leadership role.
- Minimum of 5 years' experience working within onboarding, screening, compliance, or regulated industry environments.
- Experience working closely with Software Development, Product, or Technology teams.
- Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring.
- Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients.
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Desirable Skills
- Experience within screening, compliance, vetting, or background checking services.
- Knowledge of DBS Code of Practice and Responsible Body requirements.
- Experience managing outsourced service providers and supplier governance processes.
- Exposure to regulated sectors and compliance-driven environments.
If you have not heard back from us within 5 working days, please assume that your application has been unsuccessful on this occasion. Your profile may be considered for other suitable vacancies that arise within the next 12 weeks.
Contact
Alex
Location: Altrincham, United Kingdom
Employment: Permanent
Salary: £50000 - £55000 Excellent benefits
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