Service Manager

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

Are you passionate about delivering exceptional customer service and driving continual service improvement? We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.

This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.

Key Responsibilities

• Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
• Plan, lead, and document structured Service Review Meetings with key stakeholders.
• Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
• Act as the escalation point for internal and external customer service concerns.
• Partner with Account Management to align on strategic goals and drive new opportunities.
• Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
• Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
• Provide detailed business reporting and forecasting to internal and external stakeholders.
• Support broader service initiatives and collaborate across departments to improve customer experience.

What Success Looks Like

• High levels of customer satisfaction (NPS & service management surveys)
• Strong customer retention and account growth
• Increased revenue and identification of upsell opportunities
• Profitability through cost-effective service delivery
• Consistent SLA performance and service excellence

Qualifications

Experience & Qualifications

• ITIL V4 Foundation (essential); additional ITIL modules are a plus
• 2+ years of experience in a customer-facing service management role
• Background in IT, Managed Services, or Telecoms industry
• Experience managing multiple customers/accounts
• Proficient in Microsoft Office applications
• Experience working with P&L and understanding commercial impacts
• Familiarity with ServiceNow or similar ITSM platforms

Skills to Succeed

• Exceptional communication skills (written and verbal), including executive-level engagement
• Strong negotiation and influencing ability
• Customer-centric mindset with a passion for delivering value
• Resilience and ability to thrive in a fast-paced, demanding environment
• Organised, self-motivated, and capable of managing competing priorities
• Skilled at driving change, meeting deadlines, and leading improvement initiatives

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.