Service Support Manager

SThree; Glasgow; Sur place; GBP 45 000 - 65 000; Plein temps

Résumé du poste

SThree in Glasgow seeks an experienced Service Support Manager (Operations) to lead and develop the Service Support function, driving service excellence for colleagues, clients, consultants and ambassadors.

You will manage a team of six, ensure KPIs and SLAs are met, and collaborate with stakeholders to deliver insightful reporting and continuous improvement across the function.

Qualifications

• Proven leadership and coaching experience managing service teams.
• Strong stakeholder management and influencing abilities.
• Excellent communication and relationship-building skills.
• Analytical mindset with reporting and problem-solving capabilities.
• Experience delivering against KPIs and SLAs.

Responsabilités

• Lead, coach and develop a high‑performing Service Support team.
• Ensure SLA and KPI commitments are consistently achieved.
• Oversee day‑to‑day VIP Support and Service Desk operations.
• Deliver accurate management information and reporting.
• Drive continuous improvement and change initiatives.

Connaissances

People leadership

Stakeholder management

Communication

Reporting

Problem-solving

Performance management

Description du poste

We're looking for an experienced Service Support Manager (Operations) to lead and develop our Service Support function, ensuring exceptional service delivery for colleagues, clients, consultants, and ambassadors. This is an exciting opportunity to play a critical leadership role within Operations, driving performance, continuous improvement, and service excellence while supporting regional business growth.

About the Role

As the Service Support Manager, you will lead a team of six, overseeing the day-to-day delivery of VIP Support and Service Support Desk operations. You'll be responsible for ensuring services are delivered accurately, efficiently, and in line with agreed KPIs and SLAs while fostering a culture of accountability, collaboration, and continuous improvement.

You will partner with key stakeholders across the business, providing insightful reporting, identifying service trends, driving process enhancements, and ensuring the support function is aligned with strategic business goals.

What You'll Be Doing

• Lead, coach, and develop a high-performing Service Support team
• Champion service excellence and act as a role model for company values
• Ensure SLA and KPI commitments are consistently achieved
• Manage resource planning to maintain uninterrupted service delivery
• Build and maintain strong relationships with stakeholders across all levels
• Deliver accurate management information and operational reporting
• Identify opportunities for process improvement and operational efficiency
• Act as the senior escalation point for complex service issues
• Drive continuous improvement initiatives through root cause analysis
• Support and lead teams through change while maintaining engagement and performance

What We're Looking For

• Proven people leadership, coaching, and mentoring experience
• Strong stakeholder management and influencing skills
• Excellent communication and relationship-building abilities
• Exceptional organisational, planning, and prioritisation skillsAnalytical mindset with strong reporting and problem-solving capabilities
• Experience managing performance against KPIs and SLAs
• Ability to thrive in a fast-paced, evolving environment
• Passion for continuous improvement and delivering outstanding customer service
• Commitment to collaboration, inclusion, and team development

Why Join Us?

You'll have the opportunity to shape and enhance a critical business function while leading a talented team that makes a real impact across the organisation. This role offers visibility, influence, and the chance to drive meaningful operational improvements in a collaborative and people-focused environment.