Enterprise Service Manager — Key Accounts (Hybrid UK)

Gamma; Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discount

Volunteer day

Job summary

Gamma is seeking a proactive Service Manager to join the Customer Service (Enterprise Markets) team, focused on key accounts and acting as the trusted Gamma representative. You will nurture client relationships and drive service excellence, with occasional client-site work.

Based in the UK with hybrid work from London, Manchester, Newbury or Glasgow offices, you’ll collaborate across teams to improve delivery, influence senior stakeholders, manage contracts and costs, and champion continual

Qualifications

• ITIL-based service management and best practices.
• Excellent problem-solving, decision-making and communication skills.
• Ability to influence and manage relationships with senior stakeholders.
• Financial awareness and experience in contract management and cost control.
• Experience with ServiceNow or Salesforce CRM, and network monitoring tools.
• Proactive, results-driven approach with resilience and attention to detail.
• A-Levels or equivalent and relevant management qualifications.
• Understanding of retail sector and background in data/telecoms products are a plus.

Responsibilities

• Act as the primary service lead for a key customer account, ensuring contractual service elements are achieved.
• Build robust relationships with senior customer stakeholders, working from the customer’s Bradford office at least three days per week.
• Monitor and improve service delivery, identify issues, and lead continual service improvement initiatives.
• Serve as a key escalation point for customer issues, problems, and complaints, and collaborate with the Service Desk.
• Produce high-quality documentation and present at regular meetings with customer and Gamma stakeholders.
• Work cross-functionally with internal teams to address operational defects and drive improvements.
• Support cost control and growth opportunities, and ensure activities are tracked in CRM/ITSM systems.
• Promote Gamma’s values and deliver superior customer service at every opportunity.

Skills

ITIL-based service management

Problem-solving

Stakeholder management

Financial awareness

CRM knowledge (ServiceNow/Salesforce)

Network monitoring tools

Data & telecoms products knowledge

Effective communication

Adaptability

Education

A-Levels or equivalent

Relevant management qualifications desirable

Tools

ServiceNow

Salesforce

Highlight

SolarWinds

Job description

Gamma is seeking a proactive Service Manager to join the Customer Service (Enterprise Markets) team, focused on key accounts and acting as the trusted Gamma representative. You will nurture client relationships and drive service excellence, with occasional client-site work.

Based in the UK with hybrid work from London, Manchester, Newbury or Glasgow offices, you’ll collaborate across teams to improve delivery, influence senior stakeholders, manage contracts and costs, and champion continual