Service Manager

JR United Kingdom; City of Edinburgh; Remote; GBP 50,000 - 70,000; Full time

Job summary

A high-growth SaaS scale-up operating in a regulated industry is looking for a hands-on Service Manager with strong Salesforce experience. The role involves managing day-to-day service activities, ensuring compliance, and leading improvements in a dynamic environment. The successful candidate will bridge business operations and technical delivery in a remote-first setting with occasional office meetings.

Benefits

Remote first environment

Qualifications

• Strong, hands-on experience with Salesforce.
• Proven background in Service Management or similar support role.
• Familiarity with ITIL processes preferred.

Responsibilities

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

Skills

Salesforce experience

Service Management

Configuration

Incident management

Change management

Communication

Stakeholder management

Adaptability

Education

Salesforce certifications

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)