Service Manager. SDM. USA

Indigo TG; Magor; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology firm in Wales seeks a Service Manager to ensure efficient service delivery for customer accounts. The role involves managing a team, enhancing service processes, and ensuring customer satisfaction through effective communication and operational excellence. Ideal candidates will have experience in service delivery within the Telecoms sector and strong skills in stakeholder engagement.

Benefits

Inclusive company culture

Career development opportunities

Diversity and merit-based hiring

Qualifications

• Proven experience as a Service Delivery Manager or similar role in Telecoms or digital infrastructure.
• Strong skills in customer relationship management and stakeholder engagement.
• Operational knowledge of incident, problem, and change management.

Responsibilities

• Act as the main point of contact for allocated customer accounts.
• Monitor and report on service levels, SLAs, and KPIs.
• Drive customer satisfaction through proactive service delivery.

Skills

Customer relationship management

Stakeholder engagement

Team leadership

Incident management

Communication skills

Education

ITIL Foundation certification

Job description

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About The Role

The Service Manager is responsible for ensuring the smooth and efficient delivery of operational services to a portfolio of assigned customers. Acting as the primary service contact, the SM builds trusted relationships, ensures service levels are met, manages escalations, and drives continuous improvement in collaboration with internal delivery teams. This role also includes line management of Service Delivery Executives, supporting their development and ensuring consistency in service support and reporting.

Key Responsibilities:

Customer Engagement & Service Governance

• Act as the main point of contact for allocated customer accounts, maintaining senior-level relationships and ensuring service issues are resolved swiftly and effectively.
• Lead service reviews and reporting cycles for key accounts, presenting performance, risk, and improvement plans.
• Drive customer satisfaction, loyalty, and retention through high-touch engagement and proactive service delivery.
• Lead monthly customer review meetings and collate performance reports for issue resolution.

Operational Excellence

• Monitor and report on service levels, SLAs, and KPIs across accounts and teams.
• Lead problem management and root cause analysis for systemic issues affecting service delivery.
• Collaborate with internal teams (Operations, Field Engineering, NOC) to ensure operational alignment and continuous improvement.
• Work with finance and commercial teams to ensure accurate billing, margin management, and service profitability.
• Ensure governance and compliance with contractual and regulatory requirements.
• Prepare and deliver regular service reports, highlighting key metrics and areas for improvement.
• Identify opportunities for service enhancement, automation, and cost efficiency.
• Support onboarding of new services and customers, ensuring smooth transition into BAU.

Service Improvement & Transformation

• Identify opportunities for service innovation and operational efficiency.
• Drive initiatives to improve service quality and reduce costs.
• Oversee implementation of new systems, tools, or processes to enhance service delivery.
• Manage customer communication during major incidents and oversee post-incident reviews.
• Handle customer change requests with clear documentation and communication.

Collaboration & Coordination

• Work with internal teams (NOC, Engineering, Logistics, Projects) for seamless service delivery.
• Represent the voice of the customer within the business to align expectations.
• Support onboarding of new services or customers into BAU support.

Reporting & Continuous Improvement

• Deliver regular service reports with key metrics and trends.
• Contribute to account plans and service strategies with Sales and Account Management.
• Identify further opportunities for service improvement, automation, and cost savings.
• Assist in onboarding new services and customers for smooth transition into BAU.

About You

• Proven experience as a Service Delivery Manager or similar role in Telecoms or digital infrastructure sector.
• Strong skills in customer relationship management and stakeholder engagement.
• Experience leading or mentoring teams and managing direct reports.
• Operational knowledge of incident, problem, and change management.
• Excellent communication, data presentation, and conflict resolution skills.
• Familiarity with ITIL or similar frameworks; Foundation certification preferred.

About Us

At Indigo, we value diversity, integrity, and merit, fostering an inclusive culture that supports your growth. We welcome candidates from all backgrounds, including underrepresented groups. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as a top UK private tech company, we prioritize employee well-being and development, supported by awards like 'Investors in People' Gold. Join us to make a significant difference and grow your career in a vibrant, innovative environment.