Service Manager

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

Job summary

A high-growth SaaS scale-up is seeking a hands-on Service Manager with deep Salesforce experience to oversee service delivery in a regulated environment. This role involves managing platform configurations, leading deployment activities, and ensuring compliance and performance. You will play a key role in supporting scalability as the company grows, within a remote-first working environment, visiting the London office as needed.

Benefits

Remote first environment

Qualifications

• Strong experience in Salesforce, particularly in a service management context.
• Proven experience in a regulated environment (fintech, healthtech, etc.).
• Excellent communication and adaptability in a scale-up setting.

Responsibilities

• Manage live services for a Salesforce-native SaaS platform.
• Lead incident, problem, and change management processes aligned with ITIL.
• Ensure compliance with regulatory requirements and drive service improvements.

Skills

Salesforce deployment

Service Management

ITIL processes

Technical issue resolution

Stakeholder management

Service improvement

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)