Service Manager

JR United Kingdom; Newport; Remote; GBP 60,000 - 80,000; Full time

Job summary

A high-growth SaaS scale-up in a regulated industry seeks a Service Manager well-versed in Salesforce. This role involves owning the service management for a Salesforce-native platform, ensuring compliance, leading deployments, and enhancing service delivery. Candidates must have a strong background in service management and proven Salesforce experience, along with excellent communication skills.

Benefits

Remote first environment

Qualifications

• Strong, hands-on experience with Salesforce and its ecosystem.
• Understanding of compliance and regulatory requirements.
• Experience in service management or platform support roles.

Responsibilities

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

Skills

Salesforce experience

Service Management

Change Management

Communication

Problem Management

ITIL processes

Stakeholder Management

Adaptability

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)