Service Manager

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

Job summary

Join a high-growth SaaS scale-up in a regulated industry as a Service Manager. You will oversee day-to-day service management of a Salesforce-native platform, ensuring smooth operation, compliance, and service delivery. This role requires strong Salesforce experience and proficiency in ITIL processes.

Benefits

Remote first environment

Office visits only once or twice per month

Qualifications

• Strong understanding of service delivery in regulated environments.
• Extensive hands-on Salesforce experience with deployments and configurations.
• Background in Service Management or application/platform support.

Responsibilities

• Take ownership of 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-aligned processes.

Skills

Salesforce experience

Service 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)