Senior Service Account Manager – Proactive Service Governance

IT Professional Services Limited; United Kingdom; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

IT Professional Services Limited is seeking a Service Account Manager to own end-to-end delivery for a client. You will ensure contractual commitments, service standards and user experience outcomes are met, leading governance forums and driving service improvements.

The role requires governance experience, ITIL knowledge, and strong analytical skills to leverage service data for action. Some travel to client sites is expected as part of managing multi-supplier engagements.

Qualifications

• Experience delivering end-to-end services for a customer
• Ability to define and track service KPIs, XLAs and performance measures
• Strong governance, escalation handling and risk management skills
• Familiarity with ITIL processes across incidents, problems, changes and knowledge

Responsibilities

• Own day-to-day customer relationship and act as principal service escalation point
• Lead weekly operational, monthly service and quarterly governance reviews
• Define and baseline service KPIs and operational measures with reporting on outcomes
• Identify and lead service-improvement activities to increase efficiency and automation
• Lead mobilisation and transition readiness with the wider team and define acceptance criteria
• Use ServiceNow/Nexthink data to identify trends and opportunities for improvement
• Maintain visibility of service scope, demand and changes through governance
• Coordinate with Service Integrator, retained teams and suppliers to resolve cross-tower dependencies
• Maintain contract-level views of risks, issues, assumptions and dependencies
• Support demand forecasting, capacity planning and controlled introduction of new services
• Communicate timely and candidly during major incidents and changes
• Travel to client sites as required
• Experience in multi-supplier/SIAM environments and ITIL-based service management
• Experience presenting performance, risks and recommendations to stakeholders
• Commercial awareness in scope control and change handling
• Strong ability to turn data into actionable recommendations
• Experience in mobilisation/onboarding of managed services
• Ability to define service KPIs and improvement plans during mobilisation
• Experience in utilities/regulatory/infrastructure contexts
• Know-how of Microsoft Intune and endpoint management
• Familiarity with ServiceNow, Nexthink or similar tools

Skills

Service Management

ITIL

Governance

ServiceNow

Nexthink

XLAs

KPIs

Stakeholder mgmt

Analytical skills

SIAM multi-supplier

Tools

ServiceNow

Nexthink

Intune

Job description

IT Professional Services Limited is seeking a Service Account Manager to own end-to-end delivery for a client. You will ensure contractual commitments, service standards and user experience outcomes are met, leading governance forums and driving service improvements.

The role requires governance experience, ITIL knowledge, and strong analytical skills to leverage service data for action. Some travel to client sites is expected as part of managing multi-supplier engagements.