Service Manager – Hybrid (London, Manchester, Newbury, Glasgow)

About the role

Gamma is seeking a proactive Service Manager to lead service delivery for key enterprise accounts. Working hybrid from one of our UK offices, you will act as the trusted face of the company, building strong client relationships and ensuring service commitments are not only met but exceeded.

Key responsibilities

• Serve as the primary service lead for assigned customer accounts, overseeing contractual service elements.
• Monitor service performance, identify improvement opportunities, and drive continual service improvement initiatives.
• Act as the escalation point for customer issues, coordinating closely with the Service Desk.
• Produce high‑quality documentation and present updates at regular meetings with both customers and internal stakeholders.
• Collaborate cross‑functionally to resolve operational defects and support cost‑control and growth initiatives.

Required profile

• Proven experience in ITIL‑based service management and best practices.
• Strong problem‑solving, decision‑making and communication abilities.
• Ability to influence senior stakeholders without direct line authority.
• Financial awareness with experience in contract management and cost control.
• A‑Levels or equivalent; relevant service or operational management qualifications are a plus.

Required skills

• ITIL
• ServiceNow
• Salesforce CRM
• Network monitoring tools such as Highlight and SolarWinds
• Telecoms and data product knowledge

What we offer

• Opportunity to work in a fast‑moving, innovative environment with a start‑up mindset.
• Collaboration with diverse teams across the UK and Europe.
• Career growth within a leading European UCaaS provider.