Senior Services Manager

JR United Kingdom; Guildford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

JR United Kingdom is seeking a Senior Service Manager with SaaS experience for a 12-month contract. This role, focused primarily on client engagements, requires significant expertise in service management and ITIL principles, where you will oversee process improvements and stakeholder relationships while ensuring the delivery of crucial services.

Qualifications

• Proven experience in service management for a market-facing SaaS provider.
• Experience implementing service improvement plans.
• Professional understanding of the ITIL framework.

Responsibilities

• Support the Service Management lead in designing and improving processes.
• Build relationships with internal and external stakeholders.
• Serve as an escalation point for client issues.

Skills

Client-facing experience

Service management

Data-driven decision making

Education

Bachelor’s degree in Business Administration, Management, Information Technology

ITIL V3 or V4 qualification

Tools

ServiceNow

BMS

Job description

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We are recruiting for a Senior Service Manager with SaaS experience to join one of our Insurance clients on a 12-month contract.

This role will be 80% client-focused and is for one of their most critical products. We are seeking someone with a strong level of client-facing experience.

Inside IR35

Hybrid - 2 days a week in Reigate

Responsibilities:

• Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes.
• Work with internal teams to ensure end-to-end service delivery to all clients.
• Build relationships with internal and external stakeholders.
• Serve as an escalation point for client issues.
• Collaborate with Incident response teams to ensure service resolution.
• Liaise and communicate with clients during major incidents.
• Maintain, improve, and promote the Service Catalogue.
• Work on projects to ensure Service Management processes are documented and covered.
• Promote the Service Management function across departments.
• Support Service Management and Delivery Leadership with program planning and execution through quarterly engagement with team leads.
• Define and execute future support strategies, Business Continuity Plans (BCP), and ensure regulatory compliance.

Experience:

• Experience implementing service improvement plans.
• Proven experience in service management for a market-facing SaaS provider.
• ITIL V3 or V4 qualification and a professional understanding of the ITIL framework.
• Proficiency in service management software (e.g., ServiceNow, BMS).
• Data-driven with the ability to create improvement programs from data, measure success, and iterate.
• A bachelor’s degree in Business Administration, Management, Information Technology, or related field is valuable.