Head of Service Management

Convergence Group; Metropolitan Borough of Solihull; Hybrid; GBP 80,000 - 85,000; Full time

Job summary

A leading company in the IT services sector is seeking a Head of Service Management to lead their Service Delivery and Customer Success teams. This role focuses on retention, renewals, and driving Annual Recurring Revenue (ARR). The ideal candidate will have a strong leadership background, a customer-first mindset, and a proven track record in B2B services. The position offers a competitive salary and attractive benefits, including hybrid working options and a dog-friendly office.

Benefits

Enhanced pension

Private Medical Insurance

Income Protection

Life Assurance

Flexibility with core hours

Dog friendly office

Qualifications

• Proven track record in leadership of a Service Delivery or Customer Success team.
• Expertise in renewals, retention, and revenue growth.

Responsibilities

• Own the Renewals function and ensure timely contract execution.
• Lead the Customer Success function to maximize retention and drive revenue growth.
• Design and execute a strategy focused on renewals and customer satisfaction.

Skills

Leadership

Customer Success

Data-driven decision making

Strategic thinking

Job description

At Convergence Group, we’ve spent the last 20 years building a reputation for being bold, customer-focused, and product-led. Now, as we enter an exciting growth phase, we’re looking for a strategic, commercially sharp, and people-first leader to join our Operating Board as Head of Service Management. You’ll lead our Service Delivery Managers and Customer Success Managers - the front line of our customer experience - and play a critical role in retention, renewals, and driving Annual Recurring Revenue (ARR). You’ll be the voice of the customer across the business, making sure everything we do aligns with the exceptional service we promise.

What You’ll Do:

• Own the Renewals function, ensuring timely contract execution, identifying expansion opportunities, and reducing churn
• Lead the Customer Success function to deliver outstanding service, maximise retention, and drive recurring revenue growth.
• Design and execute a strategy focused on renewals, satisfaction, and retention, aligned with business growth and ARR goals.
• Collaborate with Sales to implement upsell and cross-sell initiatives during renewal cycles and enhance overall customer value.
• Elevate customer experience through seamless onboarding, proactive engagement, and strategic account management.
• Build and lead a high-performing team, using data and dashboards to drive decisions, scale operations, and support post-acquisition integration.
  
  

What Success Looks Like:

• Retention targets achieved - consistently meeting or exceeding Customer Retention goals by ensuring high levels of satisfaction and engagement.
• ARR growth delivered - driving recurring revenue through effective renewals and upsell strategies, increasing contract value and customer lifetime value.
• A high-performing team - leading a motivated, results-driven team that thrives through strong coaching, clear KPIs, and a positive sales culture.
• A trusted partner - building strong, strategic relationships with customers, positioning the business as a valued advisor aligned with their goals.
• Service excellence - ensuring what we promise is delivered - from onboarding through to activation - with consistent service quality.
• Championing improvement - using customer insights to drive continuous improvement across systems, processes, and teams.
  
  

What You’ll Bring:

• A proven track record in leadership of a Service Delivery or Customer Success team, ideally in B2B IT services, networking or telecommunications.
• Expertise in renewals, retention, and revenue growth.
• A customer-first mindset with a strong commercial edge.
• Solid understanding of WAN, LAN, WiFi, or Security is seen as a strong advantage.
• Experience in customer billing, contract profiling, creating renewal offers, issuing quotes, and securing renewals in collaboration with internal teams or directly with customers.
• Data-driven decision making and experience with dashboards & forecasting tools.
• Ability to lead through business change, including post-acquisition integration.
• A growth mindset, strong relationship building skills, and sharp strategic thinking.
  
  

What’s in it for you?

• A fantastic base salary of £80-85,000 + bonus
• 33 days holiday (including bank holidays) and it gets better!
• Perks: Enhanced pension, Private Medical Insurance, Income Protection & Life Assurance.
• Flexibility with your core hours and hybrid working policy with 3 days a week in the office.
• And, we're a dog friendly office!
  
  

Who are Convergence Group?

At Convergence Group, we break free from corporate red tape as a privately-owned company, driving bold innovation without the constraints of private equity or external bankers. Experts in Wan, Lan, WiFi and Security solutions we stand out by revolutionising infrastructure management - making it seamless so our customers can focus on what matters most. With rapid growth ahead, we need exceptional talent who bring the right skills, attitude, and drive to shape the future with us.

Sound like your next challenge? Apply now and let’s shape the future of service management together.