Customer Service Manager jobs in Grande-Bretagne

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Location: VHQ, Crawley, hybrid 3 days a week in the office

Hours: Full Time, 37.5 hours Monday to Friday

Contract Type: Permanent

Salary: Competitive

Closing Date: 13th November 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

Virgin Atlantic is seeking a dynamic and experienced Technology Service and Operations Manager to lead the delivery of technology-driven services that support operational excellence and enhance customer experience. This role oversees three key areas: Service Management, Major Incident Management, and Problem Management. You will ensure robust processes for managing major incidents and preventing recurrence, including participation in a 24/7 on-call schedule with internal teams and partners. You will also drive the continuous improvement of service management frameworks, aligning with business goals to enhance operational efficiency and resilience. Acting as a deputy to the Senior Manager – Service & Operation, this role provides leadership and oversight in their absence, ensuring seamless service continuity and excellence.

Some of your key responsibilities as a Technology Service and Operations Manager will be:

• Serve as the primary technology service liaison for all customer interactions, ensuring communication aligns with the Virgin Atlantic brand and tone of voice, and that appropriate channels are used effectively.
• Manage stakeholder communications during Elevated Incidents and Critical Incidents (24x7), ensuring timely, clear, and accurate updates.
• Deliver IT Service Management (ITSM) processes – including Incident, Problem, Change, Request, Transition, and Continual Service Improvement – ensuring they are aligned to the business requirement driving efficiency, effectiveness, and continuous improvement.
• Work with key stakeholders feed into Technology Service Improvement Plan (SIP), prioritising initiatives, addressing risks and issues, and maximising value for the business.
• Provide insightful analysis and interpretation of technology performance metrics, collaborating with internal teams and external suppliers to identify problem areas, determine root causes, and drive continuous improvements.
• Oversee third‑party service providers and technology vendors, ensuring contractual obligations, performance metrics, and service levels are met through real‑time reporting or dashboards.
• Drive compliance with internal governance and audit requirements, ensuring technology services align with business policies and best practices.

We are looking for candidates who have a strong track record of delivering high‑quality service in outsourced environments. We'd also love for our successful Technology Service and Operations Manager to demonstrate the following:

• ITIL v3 or above Managing Professional certification, or equivalent qualification in service management.
• Demonstrable experience delivering exceptional service within an outsourced operating model, ensuring consistent high performance and service quality.
• Proven ability to translate complex technical issues into clear, concise, and meaningful information for both technical and non‑technical stakeholders.
• Strong customer focus, with the ability to identify customer needs, advocate for their requirements, and implement impactful service improvements.
• Deep expertise in Service Management Framework principles and processes, with the ability to apply them effectively in both operational and delivery contexts.

If this sounds like you, we would love to hear from you!

Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world – no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, recruitment@fly.virgin.com feeling confident that we've got your individual considerations covered.

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here