Service Manager - Enterprise Markets

Gamma Communications plc; Newbury, Manchester, Greater London, Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discount

Volunteer day

Job summary

Gamma Communications plc is seeking a proactive Service Manager to lead a key enterprise account within our Customer Service team. The role is hybrid, with regular presence at client sites and Gamma offices across the UK.

You will own service delivery, build executive relationships, and drive continuous improvement to exceed contractual expectations. You will manage contractual elements, collaborate with internal teams, and contribute to revenue growth while maintaining Gamma’s service standards

Qualifications

• ITIL-based service management and best practices.
• Excellent problem-solving, decision-making and communication skills.
• Ability to influence and manage relationships with senior stakeholders without direct line management.
• Financial awareness and experience in contract management and cost control.
• Experience with ServiceNow or Salesforce CRM, network monitoring tools and telecoms/data products.
• Proactive, results-driven approach with resilience and attention to detail.
• A-Levels or equivalent and relevant management qualifications desirable.
• Understanding of retail sector including manufacturing and logistics is a plus.
• Background in data and telecoms products and services is essential.

Responsibilities

• Act as primary service lead for a key customer account and ensure contractual service elements are met or exceeded.
• Build robust relationships with senior customer stakeholders and work from Bradford/ customer site per week (as applicable).
• Monitor and improve service delivery, identify issues and lead continual service improvement initiatives.
• Serve as a key escalation point for customer issues and coordinate with the Service Desk.
• Produce high-quality documentation and present at regular meetings with customer and Gamma stakeholders.
• Collaborate cross-functionally with internal teams to address operational defects and drive improvements.
• Support cost control and growth opportunities and track activities in CRM/ITSM systems.
• Promote Gamma’s values and deliver superior customer service at every opportunity.

Skills

ITIL Service Management

Stakeholder management

Problem solving

Communication

Financial awareness

Contract management

Education

A-Levels or equivalent

Relevant service/operational management qualifications desirable

Tools

ServiceNow

Salesforce

Network monitoring tools

Job description

Service Manager

Hybrid from London, Manchester, Newbury or Glasgow office

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.
Our people are at the heart of everything we do. When you join us, you'll be part of a collaborative, forward-thinking team that' s transforming how businesses connect and communicate globally.
We're growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

What is the role responsible for?

We’re seeking a proactive and relationship-driven Service Manager to join our Customer Service (Enterprise Markets) team, dedicated to a few key accounts. You’ll be the trusted face of Gamma, occasionally working on client site, building strong partnerships and ensuring we consistently exceed service expectations.

If you thrive in a fast-paced customer focused environment, have a passion for continual improvement, and are ready to immerse yourself in the customer’s world, we’d love to hear from you.

What will you be doing day-to-day?

• Acting as the primary service lead for a key customer account, ensuring all contractual service elements are achieved and exceeded.
• Building robust relationships with senior customer stakeholders, working from the customer’s Bradford office at least three days per week.
• Monitoring and improving service delivery, identifying and resolving issues, and leading continual service improvement initiatives.
• Serving as a key escalation point for customer issues, problems, and complaints, and collaborating closely with the Service Desk.
• Producing high-quality documentation and presenting at regular meetings with both customer and Gamma stakeholders.
• Working cross-functionally with internal teams to address operational defects and drive improvements.
• Supporting cost control and growth opportunities, and ensuring all activities are tracked in CRM/ITSM systems.
• Promoting Gamma’s values and delivering superior customer service at every opportunity.

What you’ll bring:

• Demonstrable experience in ITIL-based Service Management and best practices
• Excellent problem-solving, decision-making, and communication skills.
• Ability to influence and manage relationships with senior stakeholders, even without direct line management.
• Financial awareness and experience in contract management and cost control.
• Experience with Service Now or Salesforce CRM, network monitoring tools (e.g., Highlight, SolarWinds), and telecoms/data products.
• A proactive, results-driven approach, with resilience, adaptability, and a keen eye for detail.
• A-Levels (or equivalent) and relevant Service/Operational Management qualifications (degree or management qualifications desirable).
• Understanding of the retail sector, including manufacturing and logistics, is a plus
• A background in data and telecoms products and services is a must for this role, enabling you to effectively represent Gamma with this key customer

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contributions
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discount
• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.