Job Title Senior Service Manager Salary Highly competitive package Location Central Birmingham (Hybrid) PE-backed Technology business (MSP) $1bn valuation 1100 employees and scaling with M&A activity Inclusive, collaborative, high-performing culture Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. The Senior Service Manager is responsible for the strategic leadership of key client(s) of Focus Group covering service operations and service delivery. The role is responsible for driving service excellence while maintaining alignment with business objectives and customers requirements. This role requires a strategic thinker with exceptional stakeholder management skills, a deep understanding of ITIL frameworks, and a proven track record in managing service lifecycles. You will have experience with Service Design and Service Transition within mid-market and enterprise clients. The Senior SDM will be responsible for ensuring the effective delivery of IT, Network, Data & Voice services, maintaining high levels of customer satisfaction, and driving continuous service improvement. Principal Responsibilities/Duties Lead end-to-end service delivery for key accounts, ensuring SLAs and KPIs are consistently met or exceeded. Represent Focus Group and act as the primary customer-facing representative, ensuring clear and professional communication. Collaborate with clients and internal teams to understand business needs and align service delivery to those objectives. Lead Service Transition activities for your key client, ensuring the quality of the onboarding of services, projects and changes into the production environment. Lead on Service Design activities, working with your key client to ensure new and modified services are fit for purpose, scalable, and aligned with best practice. Ensure robust incident, problem and change management processes are adhered to. Monitor and report on service performance, producing regular reports and insights for both internal and client review. Collaborate with technical teams to ensure service capabilities align with business needs and evolving technology landscapes. Oversee and monitor service levels provided to customers, proactively addressing issues to maintain operational excellence. Identify and implement continuous improvement initiatives to enhance service performance and efficiency. Drive and oversee change management initiatives, participating in planning and deployment processes. Lead, mentor, and motivate any allocated Service Managers, working alongside your allocated key client, to achieve the highest level of performance and efficiency. Oversee and monitor service levels provided to customers, proactively addressing issues to maintain operational excellence. Gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned with our own; Identify and implement continuous improvement initiatives to enhance service performance and efficiency. Co-ordinate and support on Major Incident Management, working alongside Incident team. Identify new business opportunities to our company by leveraging the long- term strategy with our customers. High level of collaboration and presence with the key client, often at their working locations. Drive continual service improvement by identifying opportunities, implementing enhancements, and optimising processes for efficiency and effectiveness. Ensure CSI improvements and outcomes are centrally managed within a tracker for ease of reporting and visibility. Requirements Essential Skills Proven track record of managing complex service delivery for multiple clients. Extensive experience in managing IT, voice & data service operations. Proven track record in customer relationship management and service level management. Extensive experience in Service Design and Service Transition, with a solid understanding of ITIL practices. Strong background in handling service escalations and working in a cross-functional/virtual team environment. Strong leadership, communication, and stakeholder management skills. Familiarity with the ITIL framework, particularly in incident management, change management, problem resolution, and service/help desk operations. Experience working as a service manager for large customer accounts, ensuring service excellence and operational efficiency. Excellent customer service and stakeholder management skills. Strong leadership and team management abilities. Effective verbal and written communication skills. Strong negotiation and conflict resolution skills. Analytical mindset with the ability to drive data-driven decision-making. Ability to manage multiple priorities in a fast-paced environment. Desirable Skills Experience working within a high-growth IT Managed Services Provider (MSP). Project Management certification (PMP, PRINCE2) is a plus. Technical background or understanding of IT infrastructure, cloud services, networking and security. ITIL v3 or v4 certification (Expert or Managing Professional level preferred). Familiarity with service management tools (e.g., ServiceNow). Benefits At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business. We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG. IND1