Service Development Manager

EXL Talent Acquisition Team; Manchester; On-site; GBP 55,000 - 75,000; Full time

Job summary

EXL Talent Acquisition Team in Manchester is seeking a Service Development Manager to oversee the evolution of the service desk, coordinating with offshore teams to integrate L&D, QA, Business Continuity and Regulatory Compliance for high-volume operations in the SMETS and Switching services.

This role partners with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to ensure site capabilities meet KPIs and support the broader smart meter ecosystem.

Responsibilities

• Oversee the evolution of the service desk and ensure alignment with client requirements.
• Coordinate with offshore teams to integrate L&D, QA, Business Continuity and Regulatory Compliance.
• Partner with internal managers to ensure service excellence and KPI achievement.

Job description

Summary of the role:

• As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (L&D), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services.


• Reporting to the Service Centre Manager, this role will ensure that our colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry.


• You will partner closely with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.