Service Manager

JR United Kingdom; Chelmsford; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company is looking for a hands-on Service Manager with deep Salesforce experience to oversee their SaaS platform. You will manage service delivery within a regulated environment, leading deployments and ensuring compliance. This is a remote-first role, adaptable to the needs of a growing scale-up in a highly regulated industry.

Benefits

Remote first environment

Flexible working options

Qualifications

• Proven background in Service Management or a similar application/platform support role.
• Experience in a regulated environment (e.g. fintech, healthtech).
• Deep understanding of the Salesforce ecosystem including best practices.

Responsibilities

• Own the live service for a Salesforce-native SaaS platform.
• Manage configuration and deployment of Salesforce changes across environments.
• Lead incident, problem, and change management using ITIL processes.

Skills

Salesforce experience

Service Management

Compliance knowledge

ITIL processes familiarity

Communication skills

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)