Services Manager

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Job Title: Services Manager

Salary: Up to £60k (dependent on candidate alignment to role requirements)

Company: UK Connect

Department: Technical Operations

Employment: Full Time, Permanent

Location: Office, Hybrid and Remote options available

Reports To: Chief Technology Officer

Role Summary

UK Connect seeks an experienced Services Manager, to join our Service Management team and support our growth within the Construction Sector and other targeted industries. You will play a pivotal role in integrating and managing delivery of services to ensure a cohesive and unified service experience, by enhancing collaboration between our service operation teams. As our primary contact for service-related customer interactions you will conduct monthly service reviews and facilitate continuous service improvement.

About UK Connect

UK Connect is the leading national provider of advanced wireless connectivity, IOT solutions and professional services. We are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges, enabling IOT technologies and Digital Transformation. We remain dedicated to connecting the disconnected, utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few.

Established in 2013 with a robust CAGR of 32%, UK Connect connects over 2,500 sites yearly to advanced wireless communications and IOT Solutions. We are a small but agile business of 55 people who passionately believe in our three core values: "Collective Experts, Thinking Differently and Getting it Done".

About You

As an experienced IT service delivery manager, you will possess a proven record in delivering IT Service Management to an ever-changing business landscape. You confidently and accurately work to high levels of customer service standards, using industry best practices such as ITIL, to help deliver IT services and improve value to customers. You have excellent organisation skills and a passion for driving effective collaboration.

Key Responsibilities

Service Integration: Develop and implement strategies for integrating IT services across multiple internal teams and external providers to ensure seamless service delivery.

Service Management:Oversee and coordinate the activities of the service delivery, service desk, and customer operations teams to ensure that IT services are delivered according to agreed-upon standards and SLAs.

Customer Relationship Management: Serve as the primary liaison for IT service-related customer interactions, including leading monthly service review meetings to discuss service performance and improvements and gather feedback.

Continuous Improvement:Identify and implement continuous service improvement initiatives based on customer feedback, service performance analysis, and industry best practices.

Stakeholder Management:Effectively communicate with internal stakeholders and external customers to align IT services with business needs and customer expectations.

Vendor Management:Manage relationships with external service providers to ensure their performance meets contractual and service-level agreements.

Risk Management:Identify, assess, and mitigate service integration and delivery risks.

Required Qualifications and Experience

Qualifications

• Professional certifications such as ITIL v3/v4 Foundation are required.
• Project management certification (e.g. PRINCE2, Agile) is desirable.
• SIAM Professional certifications is desirable.

Technical Skills & Experience

• Proven experience in service management roles focusing on service integration, preferably in a ITSM environment.
• Strong understanding of service management principles, practices, and ITSM tooling.
• Experience in leading continuous improvement initiatives and customer-facing roles.
• Ability to analyse data, prepare reports, and provide insights for service improvement.

Company Culture and Values

We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity, the Farr Foundation, which supports children in getting into STEM subjects. Last year, we supported over 15,000 children.

What's In It for You?

You can make a real difference to our business, knowing you are supported by a team of 55 across two offices. We are not like other businesses with shareholders to impress, or unrealistic objectives. At UK Connect, we take a long-term view of things, meaning our focus is on fully funded personal and professional development, helping you work to the best of your abilities.

Benefits:

• Attractive salary.
• 25 days annual leave as standard, with options to get more time off.
• Enhanced Pension.
• Enhanced Maternity/Paternity Leave
• Death in Service (4x salary)
• Unique benefits points scheme giving access to lucrative offerings.
• Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work 2021, 2022, 2023 & 2024).
• Work under a Managing Director recognised as 'One to Watch' in The LDC Top 50 Most Ambitious Business Leaders Programme for 2022.
• Modern and progressive office space.
• Free Parking.
• Café, Gym and Restaurant on-site.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the growth of a successful company.