Service Manager, Data

4 weeks ago


Burnley Lancashire, United Kingdom Holker IT Full time

Our goal is to improve our clients' businesses through expert advice, implementation, and ongoing support of IT systems and processes. We pride ourselves on delivering top-notch solutions and setting industry standards for client care. This is a full-time role as the Head of Managed Services at Holker IT. The role is for the department head responsible for the delivery of all Managed Services agreements with customers. To deliver this with high levels of customer satisfaction in a cost-effective manner requires a drive for excellent customer service, strong leadership skills, commercial awareness, and experience in aligning with the whole business’ objectives.


Service Delivery Management
Manage service performance against SLAs and underpinning KPIs.
Surface key risks and issues early, building effective mitigation and stakeholder management.
Define supporting processes, procedures, and maintenance schedules for consistent performance.
Set-up and manage ITSM best practices and drive ongoing service maturity.

Commercial Management
Work with the Finance Director to create processes for analysing the costs of service delivery on a per customer basis.
Report costs of delivering services and other qualitative feedback to product management and sales teams.

Effectively manage costs whilst maintaining the overall customer experience.
Create capacity & license management processes in collaboration with our infrastructure team to control costs.

Collaborate with Professional Services Team to coordinate service commencement.
Engage with Product Management/Development team to provide a smooth introduction of new services.


Customer focussed – Experience of working in a customer facing decision making role.
Leadership - Strong leadership experience in an IT Service Delivery role to motivate and lead virtual teams and partners.
Experience in working within an SME focussed Managed Services Provider.
IT Service Management - ITSM process design and implementation experience.
Communication – Effective collaboration within a wider organisation and with the board and senior leadership team.
Reporting - Good data analysis to identify problems and present service status to business leaders with appropriate insights.
Teamwork - Work well as part of a team, provide support to colleagues and demonstrate empathy across other IT functions and the business.
Experience of providing security, backup, hosting, connectivity, cloud, Microsoft 365, or support services into SME customers.


The role includes a competitive salary and benefits package.



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