Service Manager – Hybrid – £50k + Benefits

About the role

We are seeking an experienced Service Manager to lead the delivery of software implementations, customer support, professional services and screening solutions for a growing software solutions provider. The role will shape and scale the organisation's service function while working closely with product, technology and account teams.

Key responsibilities

• Oversee delivery of software implementations, support services and professional services, ensuring projects are on time, within budget and meet quality standards.
• Manage customer escalations, resolve issues promptly and maintain high client satisfaction.
• Define, monitor and report on service levels and KPIs, driving continuous improvement.
• Collaborate with Product, Technology and Account Management to align service delivery with business objectives.
• Lead, develop and scale the professional services function, including screening, outsourced processing and disclosure services.
• Act as the internal subject‑matter expert for DBS processes and compliance requirements.
• Coordinate and support client audit requests, ensuring accurate information gathering and validation.

Required profile

• Minimum 5 years' experience in Service Management, Operations, Professional Services or Customer Success leadership.
• Background in onboarding, screening, compliance or regulated industry environments.
• Proven ability to work closely with Software Development, Product or Technology teams.
• Strong understanding of service management principles, KPI and SLA management, and operational performance monitoring.
• Excellent communication and stakeholder management skills.

Required skills

• Service management principles
• KPI monitoring
• SLA management

What we offer

• Hybrid working model
• Salary up to £55,000 per year
• Excellent benefits package