Service Manager

JR United Kingdom; Bedford; Remote; GBP 50,000 - 75,000; Full time

Job summary

A high-growth SaaS scale-up in a regulated industry is searching for a hands-on Service Manager with extensive Salesforce experience. In this role, you will take ownership of the service management for a Salesforce platform, managing deployments and ensuring compliance while leading a proactive service team in a remote-first environment.

Benefits

Remote first environment - (once or twice per month in the London office)

Qualifications

• Hands-on experience with Salesforce necessary.
• Knowledge of service delivery in a regulated environment is critical.
• Familiarity with ITIL processes is essential.

Responsibilities

• Own the live service for a Salesforce-native SaaS platform.
• Lead incident, problem, and change management.
• Ensure compliance and drive service improvements.

Skills

Salesforce experience

Service Management

ITIL processes

Change management

Excellent communication

Stakeholder management

Proactive and adaptable

Education

Salesforce certifications (e.g. Administrator, App Builder)

Job description

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I'm working with a high-growth SaaS scale-up that operates within a highly regulated industry, and they're currently looking for a hands-on Service Manager with deep Salesforce experience to join their team.

My client is seeking someone who understands the nuances of service delivery in a regulated environment and can bridge the gap between business operations, support, and technical delivery. You’ll be responsible for owning the platform’s day-to-day service management, leading deployments and change activity, and ensuring everything runs smoothly from a configuration, performance, and compliance perspective.

Role & Responsibilities:

• Take ownership of the live service for a Salesforce-native SaaS platform
• Manage the configuration and deployment of Salesforce changes across environments
• Work closely with technical teams on customisations and integrations
• Lead incident, problem, and change management using ITIL-aligned processes
• Act as the main escalation point for technical issues and platform-related incidents
• Ensure the platform adheres to compliance and regulatory requirements
• Drive continual service improvements and support scalability as the business grows
• Strong, hands-on Salesforce experience, including deployments and configuration
• Proven background in Service Management or a similar application/platform support role
• Understanding of the Salesforce ecosystem, limitations, and best practices
• Experience in a regulated environment (e.g. fintech, healthtech, legaltech, insurtech, etc.)
• Familiarity with ITIL processes, especially change, release, and incident management
• Excellent communication and stakeholder management skills
• Proactive and adaptable—comfortable working in a scale-up setting
• Desirable: Salesforce certifications (e.g. Administrator, App Builder)

Package:

• Remote first environment - (once or twice per month in the London office)