Global Service Manager

Market 36; Braintree; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid Working

Enhanced Family leave & sick pay

30 days holiday

Regular employee events

Employee Assistance Programme

Job summary

Market 36 Recruitment is looking for a Global Service Manager based in Braintree, offering hybrid working options. The successful candidate will manage service delivery across multiple customer accounts, from onboarding to performance management.

They must excel in building robust customer relationships and possess strong organisational skills. Key responsibilities involve preparing quotes, managing account profitability, and leading customer service reviews.

Qualifications

• Experience in handling customer queries and escalations professionally.
• Ability to manage competing priorities across multiple accounts.
• Intermediate to advanced Excel skills required.
• Strong organisational skills and attention to detail.
• Commercial awareness when working with financial information.
• Knowledge of IT asset disposition industry is advantageous.

Responsibilities

• Provide pre-sales support on global opportunities.
• Prepare accurate quotations for existing customers.
• Manage new customer onboarding.
• Take responsibility for delivering services in line with agreements.
• Identify service issues early and resolve them.
• Lead customer service reviews and present updates.
• Act as the primary contact for customer queries.
• Monitor contract profitability and review reporting.
• Maintain account forecasts and records.
• Help prioritise work to meet customer deadlines.
• Manage changes to customer services and agreements.
• Support sales specialists with new business opportunities.

Skills

Customer management

Excel skills

Organisational skills

Commercial awareness

Collaborative work

Job description

Market 36 Recruitment is currently recruiting for a Global Service Manager for our client based in Braintree, with hybrid working available.

The successful candidate will take ownership of service delivery across a portfolio of customer accounts, managing everything from quotations and onboarding to ongoing performance, financial control and issue resolution. Working closely with sales specialists and the Global Coordination team, they will ensure customers receive a responsive service that meets agreed standards and commercial targets.

We are seeking an organised, commercially aware individual who is confident managing multiple accounts and building strong customer relationships.

Roles and Responsibilities

• Providing pre-sales support on global opportunities, including pricing, geographical capabilities and billing arrangements.
• Preparing accurate quotations for existing customers.
• Managing new customer onboarding, from sales handover and account setup through to service implementation.
• Taking responsibility for delivering services in line with customer agreements, KPIs and SLAs.
• Identifying service issues early and taking action to resolve them.
• Leading regular customer service reviews and presenting performance updates.
• Acting as the primary contact for customer queries, requests and escalations.
• Monitoring contract profitability, reviewing monthly reporting and maintaining agreed margins.
• Reviewing invoices in collaboration with the Global Commercial Controller.
• Maintaining account forecasts and records covering scope of work, revenue, margins, trends and opportunities.
• Monitoring the workload of the Global Coordination team and helping prioritise work to meet customer deadlines.
• Managing changes to customer services and agreements.
• Developing existing accounts and supporting sales specialists with complex new business opportunities.

Experience, Skills and Qualifications

• Experience working directly with customers and handling queries and escalations professionally.
• The ability to manage competing priorities across multiple accounts.
• Intermediate to advanced Excel skills.
• Strong organisational skills and attention to detail, particularly when preparing quotations and reviewing reports.
• Commercial awareness and confidence working with financial and performance information.
• A collaborative approach to working with colleagues across different teams.
• Knowledge of the IT asset disposition (ITAD) industry would be advantageous but is not essential.
• Experience working with international customers or suppliers would be advantageous but is not essential.

Location: Braintree

Benefits

• Hybrid Working
• Enhanced Family leave & sick pay
• 30 days holiday including bank holidays
• Regular employee events
• Employee Assistance Programme

Market 36 Recruitment Ltd covers a range of sectors, including Commercial, Industrial, Engineering, HR & Finance and IT. This vacancy is being advertised by Market 36 Recruitment Ltd. We operate as an Employment Business for temporary roles and as an Employment Agency for permanent roles