Service Manager

Erin Associates Ltd; Altrincham; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

Erin Associates Ltd is seeking a Service Manager to lead the delivery of software implementations, support, and professional services from Altrincham with a hybrid working model. The role focuses on DBS screening, compliance, and customer satisfaction across multiple teams and clients.

The ideal candidate has 5+ years in onboarding, screening, or regulated environments, and demonstrates strong stakeholder management and process improvements.

Qualifications

• Minimum of 5 years' experience in onboarding, screening, compliance, or regulated environments.
• Experience collaborating with Software Development, Product, or Technology teams.
• Strong understanding of service management principles, KPIs, and performance monitoring.
• Excellent communication and stakeholder management across departments and clients.

Responsibilities

• Oversee delivery of software implementations, support services, and professional services.
• Manage customer escalations with timely resolution and high client satisfaction.
• Define, monitor, and report on service levels and KPIs, driving improvements.
• Work with Product, Technology, and Account Management to align delivery with business goals.
• Lead and scale the professional services function, including screening and disclosure services.
• Act as SME for DBS processes and compliance requirements.
• Drive growth of screening and verification services while balancing efficiency and quality.
• Coordinate and support client audit requests with accurate information.

Skills

Service management

SLA management

Stakeholder management

Onboarding experience

Cross-functional collaboration

Job description

Service Manager – Altrincham – Hybrid

£50k + Excellent Benefits

An exciting opportunity has arisen for an experienced Service Manager to join a growing software solutions provider. This role offers the opportunity to lead the delivery of services across software implementations, customer support, professional services, and screening solutions. You will play a key role in shaping and scaling the organisation's service function.

Key Responsibilities

• Oversee the delivery of software implementations, support services, and professional services, ensuring projects are delivered efficiently, on time, and within budget.
• Manage customer escalations, ensuring timely resolution and maintaining high levels of client satisfaction.
• Define, monitor, and report on service levels and KPIs, implementing improvements where required.
• Work closely with Product, Technology, and Account Management teams to align service delivery with business objectives and drive continuous improvement.
• Lead, develop, and scale the professional services function, including screening, outsourced processing, and disclosure services.
• Act as the internal subject matter expert for DBS processes and compliance requirements.
• Drive the growth and development of screening and verification services while balancing operational efficiency with service quality.
• Coordinate and support client audit requests, ensuring information is gathered and validated accurately.

Skills & Experience

• Previous experience in a Service Manager, Operations Manager, Professional Services Manager, or Customer Success leadership role.
• Minimum of 5 years' experience working within onboarding, screening, compliance, or regulated industry environments.
• Experience working closely with Software Development, Product, or Technology teams.
• Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients.

Desirable Skills

• Experience within screening, compliance, vetting, or background checking services.
• Knowledge of DBS Code of Practice and Responsible Body requirements.
• Experience managing outsourced service providers and supplier governance processes.
• Exposure to regulated sectors and compliance-driven environments.

Location: Altrincham, United Kingdom

Employment: Permanent

Salary: £50000 - £55000 Excellent benefits

Contact – Alex