SERVICE MANAGER

Wavenet

Full-timejunior

Job description

Are you passionate about delivering exceptional customer service and driving continual service improvement? We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.Key Responsibilities<ul><li>Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.</li><li>Plan, lead, and document structured Service Review Meetings with key stakeholders.</li><li>Deliver comprehensive Service Management Reports and lead ongoing improvement plans.</li><li>Act as the escalation point for internal and external customer service concerns.</li><li>Partner with Account Management to align on strategic goals and drive new opportunities.</li><li>Review customer P&Ls to ensure contract profitability and efficiency in service delivery.</li><li>Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.</li><li>Provide detailed business reporting and forecasting to internal and external stakeholders.</li><li>Support broader service initiatives and collaborate across departments to improve customer experience.</li></ul>What Success Looks Like<ul><li>High levels of customer satisfaction (NPS & service management surveys)</li><li>Strong customer retention and account growth</li><li>Increased revenue and identification of upsell opportunities</li><li>Profitability through cost-effective service delivery</li><li>Consistent SLA performance and service excellence</li></ul> Experience & Qualifications<ul><li>ITIL V4 Foundation (essential); additional ITIL modules are a plus</li><li>2+ years of experience in a customer-facing service management role</li><li>Background in IT, Managed Services, or Telecoms industry</li><li>Experience managing multiple customers/accounts</li><li>Proficient in Microsoft Office applications</li><li>Experience working with P&L and understanding commercial impacts</li><li>Familiarity with ServiceNow or similar ITSM platforms</li></ul>Skills to Succeed<ul><li>Exceptional communication skills (written and verbal), including executive-level engagement</li><li>Strong negotiation and influencing ability</li><li>Customer-centric mindset with a passion for delivering value</li><li>Resilience and ability to thrive in a fast-paced, demanding environment</li><li>Organised, self-motivated, and capable of managing competing priorities</li><li>Skilled at driving change, meeting deadlines, and leading improvement initiatives</li></ul> At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:<ul><li>Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.</li><li>Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.</li></ul>Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.