Service Manager, Manager

People Management: You will deliver success through team empowerment and accountability by practicing management excellence principles like model, coach, care. You will enable the individuals on your team to operate in the service delivery details by helping unblock, make connections, facilitate, address escalations, support team and individual growth focusing on cultural and business transformation capabilities to bring AI in the flow of work. Customer Resolution: Manage resolution of highly sensitive, political, visible, and reputational issues and act as a primary contact for escalated issues and build strategic cross-functional relationships to resolve systematic customer issues and provide coaching and mentorship to Support Escalation Managers. Collaboration: Promote the development of networks and provide guidance on leveraging relationships and identify reoccurring roadblocks across the team and escalate as needed. Resolve strategic issues with functional leaders and provide expert direction for handling complex cases to drive customer architectural stability and operational health at scale in a structural way and driving continuous improvements. Communication: Oversee and provide guidance on conference calls to help others manage customer and field expectations and liaise between team members and senior leaders to keep all informed about incident resolution and ensure alignment around customer expectations, response and resolution. Process Improvement: Gather and consolidate feedback across teams and identify process breakdowns and ensure resolution or progress and lead continuous process improvement projects Vendor Relationships: Oversee relationships with outsource vendors and foster positive cultural and behavioral changes. Support Escalation Management M6 - The typical base pay range for this role across United Kingdom is £ 100,400.00 - £ 200,500.00 per year. Bachelor's Degree in technology, business, or related field AND technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND technology industry, customer service, or related experience OR equivalent experience Experience leading the resolution of complex, high-severity customer escalations, including engagement with C-suite stakeholders (e.g., CIO, CTO, CEO). Demonstrated ability to advocate for customer outcomes while balancing business and operational priorities. Proven experience driving organisational transformation, change management, and scalable service delivery improvements through strategic and systemic thinking. Direct line management responsibility for employees, including performance management, coaching, and career development