Service Manager

JR United Kingdom; West Midlands Combined Authority; Remote; GBP 50,000 - 75,000; Full time

Job summary

A high-growth SaaS scale-up in a regulated environment seeks a hands-on Service Manager experienced with Salesforce. You'll be responsible for service management, ensuring smooth operations, compliance, and effective communication between teams. This remote-first role allows for occasional office visits for collaboration, focusing on continual service improvements as the business scales.

Benefits

Remote first environment

Qualifications

• Hands-on Salesforce experience is crucial.
• Background in Service Management or platform support is needed.
• Understanding of compliance in regulated environments is essential.

Responsibilities

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

Skills

Salesforce experience

Service Management

ITIL processes

Stakeholder management

Change management

Proactivity

Adaptability

Tools

Salesforce

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)