Service Manager

Service Manager – Managed Services 

Hybrid (1-2 Days in Office per month)

£40,000 - £50,000 

We have an exciting opportunity for a Service Manager to join a managed services provider in Bristol. The role will be predominantly home-based, with 1-2 days working from their Bristol office per month and on-site client visits as needed.

Working within an extended team of 4 x Service Managers, 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.

Key Responsibilities:

• End-to-end management of Critical Path
• Consult with project and transition teams during onboarding.
• Ensure stakeholder buy-in to deliver projects smoothly and to scope.
• Analyse service performance against SLAs, KPIs and utilisation allowances.
• Produce detailed reporting with insights and recommendations.
• Identify trends and improvement opportunities using performance data.
• Apply ITIL best practice to mitigate risks and manage incidents.
• Act as an escalation point for customers and internal teams.

Experience & Skills

• Background in an IT service environment with ITIL lifecycle exposure (Certification a bonus).
• 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.

Successful applicants can expect a salary of £40,000 - £50,000 depending on experience, as well as a company-wide bonus scheme.

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.