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Service Manager South Manchester (Hybrid working) Salary: DOE
We're looking for an experienced Service Manager to join a growing software business delivering solutions into highly regulated industries
. This is a fantastic opportunity for someone with a background in screening, onboarding, compliance or professional services who enjoys improving operational processes, leading customer-facing services, and delivering an outstanding client experienc
e. Working closely with Product, Operations and Technology teams, you'll take ownership of service delivery across implementations, customer support and professional services, ensuring clients receive a high-quality, efficient and commercially focused service. You'll also play a key role in driving continuous improvement, managing operational performance, and helping shape the future of the service function as the business continues to gr
ow. Key Responsibili tiesLead the delivery of customer implementations, support services and professional serv icesManage customer escalations, ensuring timely resolution and high levels of client satisfac tionMonitor and improve service performance through KPIs, SLAs and operational repor tingDrive continuous improvement across service delivery processes, systems and too lingWork closely with Product and Engineering teams to improve customer outcomes and influence future product develop mentOversee onboarding and verification services, ensuring quality, efficiency and compli anceManage supplier relationships and service performance, ensuring contractual obligations are metParticipate in customer service reviews, providing operational insight and recommendat ionsHelp develop new service offerings and support the continued growth of the professional services func tionChampion a collaborative, customer-first culture across the busi
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ness What We're Lookin g ForExperience within Service Delivery, Professional Services, Operations or Customer Success leade rshipA background in screening, onboarding, compliance or other regulated environ mentsKnowledge of DBS, background screening or verification services would be highly advanta geousExperience managing customer implementations and operational service del iveryStrong understanding of SLAs, KPIs and service management best prac ticesExcellent stakeholder management skills with the ability to work across Product, Technology and Customer teamsExperience driving operational improvements and managing c hangeA hands-on approach with a genuine passion for delivering exceptional customer se rviceStrong organisational skills with the ability to prioritise multiple workst
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