Service Account Manager

ITPS; Chester-le-Street; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

27 days annual leave

Your birthday off work

Salary Sacrifice pension—up to 7%

Job summary

ITPS is seeking a Service Account Manager to own end-to-end delivery of services for an assigned customer. You will lead Service Desk, Workplace Services and related capabilities, ensuring performance against contractual commitments and user experience outcomes.

You will report to the Customer Delivery Manager and oversee governance, KPI management and cross-supplier collaboration, with some travel to client sites. Strong ITIL and ServiceNow/Nexthink experience are essential.

Qualifications

• ITIL certification or formal service-management qualification.
• Experience in multi-supplier or SIAM-led environments.
• Proven ability to govern customer performance, risks and recommendations.

Responsibilities

• Own day-to-day customer relationship and serve as escalation point.
• Lead governance meetings and track decisions, risks and actions.
• Define and baseline service KPIs and XLAs; report on outcomes and user experience.
• Drive service improvements to increase efficiency and automation.
• Lead mobilisation and transition readiness with cross-functional teams.
• Analyze service data to identify trends and improvement opportunities.
• Manage scope, demand, and contractual change with governance.

Skills

ITIL

ServiceNow

Nexthink

Stakeholder communication

Governance

Data analytics

Service management

Incident management

Education

ITIL certification

Tools

ServiceNow

Nexthink

Microsoft Intune

Job description

Are you committed to delivering excellent customer service and leading high-performing teams? We're looking for a Service Account Manager to take ownership of the end-to-end delivery of services for an assigned customer, contractual commitments, service standards, performance measures and user experience outcomes are consistently achieved.

Reporting to the Customer Delivery Manager you will manage the Service Desk Lead and the Workplace Services Lead. The role provides leadership across all service functions, including Service Desk, Workplace Services and associated technical capabilities, ensuring operational activities are aligned to customer requirements, internal standards and commercial objectives.

Core Responsibilities

• Own the day-to-day customer relationship and act as the principal service escalation point.
• Lead weekly operational, monthly service and quarterly strategic governance, ensuring decisions, actions, risks and dependencies are recorded and progressed.
• Define, baseline and maintain agreed service KPIs, XLAs and operational measures, ensuring reporting reflects service outcomes, user experience, demand, quality and continual improvement progress.
• Identify, prioritise and own measurable service improvement activities that improve efficiency, reduce avoidable demand, strengthen knowledge, improve first-time resolution and support greater use of automation and self-service. Owns problem management governance, ensuring recurring issues have clear root-cause activity, corrective actions and benefit tracking.
• Lead mobilisation and transition readiness with the wider team, including scope confirmation, service boundaries, handoffs, operating procedures, tooling, knowledge and acceptance criteria.
• Use ServiceNow, Nexthink and wider service data to identify trends, recurring issues, process gaps and opportunities to move the service from reactive support toward proactive, experience-led service management.
• Maintain clear visibility of service scope, demand, resource assumptions and commercial change triggers, ensuring emerging changes are assessed and managed through agreed governance
• Coordinate effectively with the Service Integrator, customer retained teams and other suppliers, using agreed governance and RACI arrangements to resolve cross-tower dependencies.
• Maintain the contract level risk, issue, assumption and dependency view and ensure material concerns are escalated early.
• Support demand forecasting, capacity planning, commercial change and the controlled introduction of new services.
• Ensure customer communications are timely, candid and aligned during major incidents, service risks and periods of operational change.
• Some travel to client sites will be required.
• Experience operating in a multi-supplier or SIAM-led environment, including cross‑supplier hand‑offs, governance and escalation. Strong knowledge of ITIL practices across incident, major incident, problem, change, knowledge, configuration and service level management.
• Experience leading customer governance and presenting performance, risks and recommendations to operational and senior stakeholders.
• Commercial awareness, including scope control, demand management and the handling of contractual change.
• Strong analytical capability and confidence working with service data, trends, service improvement plans and management reporting.
• Experience supporting mobilisation, transition or onboarding of managed services.
• Experience defining service KPIs, operational measures and improvement plans during mobilisation or early‑life service transition.
• Ability to turn service data into actionable recommendations, business cases and measurable improvement outcomes.
• Experience within utilities, regulated services or critical national infrastructure.
• Working knowledge of Microsoft Intune, endpoint management and digital employee experience tooling
• Experience using ServiceNow, Nexthink or similar digital experience/ITSM tooling to support service maturity, trend analysis and continual improvement.
• ITIL certification and formal service‑management or project/change qualification.

Leadership behaviours

• Acts with clear ownership and follows issues through to an agreed outcome.
• Communicates directly, calmly and credibly with customers, colleagues and suppliers.
• Uses evidence and service data to prioritise activity and recommend improvements.
• Builds a collaborative, inclusive culture in which knowledge is shared and problems are solved together.
• Balances pace with control, maintaining accurate records and auditable decisions.

Who are ITPS?

We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.

With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions. Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.

Employee Benefits

• A clearly defined training and progression plan
• 27 days annual leave
• Your birthday off work
• Annual pay reviews
• Enhanced maternity leave benefit (4 months full pay)
• Enhanced paternity leave benefit (2 weeks full pay)
• Salary Sacrifice pension scheme match funded by the company up to 7%
• Virtual GP and Physiotherapy Service

Following probation, you can access these benefits too:

• Hybrid/flexible working (3 days office/2 days home)