Service Account Manager

Aspire Technology Solutions; Leeds; On-site; GBP 27,000 - 40,000; Full time

Job summary

Aspire Technology Solutions is seeking a Service Account Manager to enhance client relationships and ensure high-quality service delivery. The role involves managing service situations, conducting reviews, and identifying improvement opportunities while collaborating with internal teams. Ideal candidates will have experience in customer-facing roles and a solid understanding of IT services.

Benefits

Travel benefits including free parking

Health Cash Plan

Cycle to Work Scheme

Employee Assistance Program

Enhanced Annual Leave Entitlement

Enhanced Pension Scheme

Discounted Gym Membership

Qualifications

• Experience in a customer-facing role.
• Understanding of ITIL v4 framework.
• Ability to translate customer requirements into service deliverables.

Responsibilities

• Provide a personalised interface for customers to ensure high client satisfaction.
• Conduct regular service review meetings with stakeholders.
• Act as a point of escalation to manage service issues.

Skills

Analytical skills

Communication skills

Relationship building

Job description

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About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

Our mission: To deliver technology like no other!

About The Role

We are looking for a Service Account Manager to join our Service Delivery team to ensure the delivery of high quality services to Aspires customers.

This is a crucial role that allows us to develop positive relationships with our clients; providing a mechanism to understand their ever-changing business requirements and how IT services can be best used to help meet those needs.

The Service Account Manager will take ownership for the overall service experienced by the customer; providing a personalised interface that focuses on ensuring the highest levels of customer satisfaction are achieved and sustained. You will manage complex service situations and work to continuously identify improvements to the way in which services are delivered.

Working collaboratively with customers in support of their IT requirements, you will be able to build long-lasting, mutually beneficial partnerships that focus on providing real value to customers to ensure that they continue to benefit from the services Aspire provide.

As a Service Account Manager, you will conduct an ongoing review of IT service, to help identify and implement opportunities for improvement and optimisation throughout the life of a clients agreement, whilst also providing advice and guidance with regards to ongoing IT strategy and planning. You will work in conjunction with other internal departments and third parties to enhance business processes and implement positive change across the organisation.

What you will be doing

• Provide a personalised interface for customers, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
• Conduct regular service review meetings with key stakeholders.
• As part of your service reviews and continual improvement, you will utilise your analytical skills from the ITSM data to identify, create and maintain service improvement plans
• Act as a point of escalation to manage and resolve service issues.
• Identify contract renewal opportunities and work with the sales team to ensure the highest level of customer retention.
• Ensure service delivery standards are continuously improved throughout all areas of the organisation.
  

You will suit the role if you have

• Previous experience of working within a customer-facing role and a good understanding of business objectives.
• Previous experience working within the IT / Managed Services sector with an understanding of the ITIL v4 framework.
• Understanding of customer business requirements and the ability to translate these into service deliverables
• Excellent analytical and communication skills along with the ability to build strong relationships with both internal and external stakeholders, including c-suite.
• Enthusiastic and resilient attitude with a flexible approach to work.
• A clear understanding of the importance and value of delivering high quality customer care.
  
  

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

£27,000 - £40,000 per annum (depending on experience)

Benefi ts

Here at Aspire, we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidized travel passes and much more
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Home & Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover
  
  

Location and Working Arrangements

You will be based at Aspires Leeds Office with travel as required. Aspires Leeds office, currently located at Carwood Park on Selby Road (LS15), with a planned move to Leeds City Centre (LS1) expected around September 2025.

Hours of work

37.5 hours per week, Monday - Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each others differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyones calendars.

• Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what youre looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).
  
  

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