Service Manager

Location: Gloucester

Salary: £30k - 50k per year + Excellent Benefits

Type: Permanent

Closing Date: 23/11/2021

The Role

The Service Delivery Manager plays a key role in the successful provision of service to these high value customers and whilst they are engaged through the sales cycle the primary responsibility of the role is delivery of day-to-day service. The Manager is responsible for the daily operation of the Support Contract SLA’s with our B2B customers and management of the NOC and 1st line Support Operators:

  • Provide leadership, technical expertise and management to 1ST Line Support Operators.
  • Develop, refine, implement and maintain documentation enforcing support policies and procedures for the day-to-day Data Centre Operations.
  • Training and Motivating NOC operators with support of other colleagues and management.
  • Develop and report on the KPI’s / Metrics for the performance of the NOC and 1st Line support operators and provide weekly, monthly, quarterly or annual customer reports as appropriate
  • Ensure NOC operators adhere to the policies and provide resolution within the target SLAs
  • Deal with all customer escalations verbally and in writing when escalated from teams
  • KPI management for all SLA’a under management
  • Ensure that SLA’s are supported by correct stock levels in conjunction with warehouse manager
  • Identify upsell opportunities within the existing customer base and engage with sales teams accordingly
  • To be involved in ad-hoc projects 
  • Management of rota, holidays, appraisals
  • Individual development, coaching and training

Additional Duties and Responsibilities

  • To identify and fulfil training requirements in relation to existing and new SLAs
  • Adhere to agreed company and departmental procedures.
  • To attend and participate fully in meetings and implement company polices and strategies relevant to their span of control.
  • Monthly, Quarterly or Annual customer visits as appropriate under the SLA
  • Any other ad-hoc duties

Knowledge, Skills and Abilities Required

  • Significant Customer Services / Support / Leadership / Managerial experience
  • Experience of a range of telecom technologies: IP, radio, fibre, legacy hardware such as SDH, PDH. 
  • Experience of network synchronisation an advantage
  • SC security clearance an advantage
  • Strong IT skills including Internet, server hardware 
  • Resilient with the ability to problem solve
  • Working with Microsoft Word, Excel and Outlook at an intermediate level
  • Clear written and verbal skills
  • Good report writing and presentation skills
  • Good understanding of Dedicated Hosting / Virtual Server Market
  • KPI Management
  • Experience of Data Centre Operations and working within the Data Centre environment


Salary£30k - 50k per year + Excellent Benefits
Job Reference36067
Contract TypePermanent
Closing Date23/11/2021
Regional OfficeCheltenham
Date Posted26/10/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant


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